What are the responsibilities and job description for the Principal Product Manager – Contact Center Workforce Management position at GEICO?
Principal Product Manager – Contact Center Workforce Management
Apply promptly! A high volume of applicants is expected for the role as detailed below, do not wait to send your CV.
GEICO is seeking an accomplished, customer-obsessed, and results-oriented Principal Product Manager specializing in Contact Center Workforce Management (WFM). This role will continuously monitor evolution in the insurance industry and contact center management, innovation in parallel industries, competitor products, market, and consumer trends to drive an industry-leading product portfolio in WFM solutions.
As a Principal Product Manager, you will play a key role in shaping the evolution of our contact center workforce management strategy at GEICO. You will be responsible for leading product strategy, cross-organization collaboration, driving the development and execution of WFM product roadmaps, and ensuring that our solutions meet the needs of our customers while driving business outcomes. Your focus will be on optimizing scheduling, forecasting, and management of agents to customer demand effectively while maximizing productivity and agent satisfaction.
Job Responsibilities :
- Define and articulate the Workforce Management product vision, strategy, and roadmap in alignment with business goals and market opportunities.
- Lead cross-functional teams through the entire product lifecycle, from concept to launch and beyond, focusing on WFM platform build and integrations.
- Develop and implement strategic workforce planning initiatives, including advanced contact forecasting methodologies and tools.
- Drive innovation in scheduling systems, focusing on enhancing schedule preferences and flexibility for agents while maintaining operational efficiency.
- Design and optimize real-time adjustment and intra-day management features to improve responsiveness to changing contact center conditions.
- Spearhead the development of comprehensive agent scorecards and performance metrics, integrating gamification elements to boost engagement and productivity.
- Conduct in-depth data analysis to drive impactful decisions and product improvements across all WFM functions.
- Prioritize features and initiatives based on customer feedback, business impact, and technical feasibility, making data-driven trade-off decisions when needed.
- Collaborate closely with business and technical teams to ensure alignment and drive consensus on key WFM decisions.
- Continuously monitor WFM product performance, analyze metrics, and iterate on features to optimize user experience, agent satisfaction, and business outcomes.
- Connect with external and internal customers to regularly understand their WFM needs and build long-lasting relationships.
- Oversee WFM product rollout plan, segmentation, product adoption, and opportunities for product promotion.
- Partner with Technology leaders to influence end-state architecture and drive secure, resilient, performant, and scalable WFM product solutions that solve material customer and business problems.
Basic Qualifications :
Preferred Qualifications :
Annual Salary
143,000.00 - $224,000.00
The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate / annual salary to be offered to the selected candidate.
Benefits :
As an Associate, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including :
The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law.
GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and / or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company.
About Us
For more than 75 years, GEICO has stood out from the rest of the insurance industry! We are one of the nation's largest and fastest-growing auto insurers thanks to our low rates, outstanding service and clever marketing.
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Salary : $143,000 - $224,000
