What are the responsibilities and job description for the Principal Product Manager - IVR / Conversational AI position at GEICO?
GEICO is looking for an accomplished, customer-obsessed, and results-oriented Principal Product Manager specializing in Interactive Voice Response (IVR) and Conversational AI solutions. This role will continuously monitor evolution in the insurance industry, innovation in voice technology, competitor implementations, market trends, and consumer preferences to drive a cutting-edge voice experience portfolio.
As a Principal Product Manager, you will play a key role in shaping the evolution of GEICO's voice-first customer experience strategy. You will be responsible for leading the product strategy for our IVR platform, driving the development and execution of conversational AI roadmaps, and ensuring our solutions meet customer needs while driving business outcomes. You will collaborate closely with cross-functional teams, including engineering, design, operations, and business leaders to deliver high-impact voice experiences that drive self-service adoption and customer satisfaction. You must be comfortable influencing at all levels of the organization.
Job Responsibilities
- Define and articulate the IVR and conversational AI 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, with a focus on voice experience design and conversational AI implementation.
- Conduct market research, competitive analysis, and customer interviews to gather insights and inform voice experience decisions.
- Drive the design and implementation of intuitive voice flows that maximize self-service containment while maintaining high customer satisfaction.
- Prioritize features and initiatives based on customer feedback, business impact, and technical feasibility, making trade-off decisions to optimize self-service rates and customer experience.
- Collaborate with stakeholders across the organization to ensure alignment on voice strategy and drive consensus on key decisions.
- Continuously monitor IVR performance metrics, analyze containment rates, and iterate on conversation flows to optimize user experience and business outcomes.
- Partner with Technology leaders to influence voice platform architecture and drive secure, resilient, and scalable conversational AI solutions.
- Oversee the implementation of comprehensive IVR analytics to provide visibility into customer journeys and enable data-driven improvements.
- Drive the integration of advanced technologies such as natural language processing, voice biometrics, and AI-powered intent recognition.
Basic Qualifications
Preferred Qualifications
The ideal candidate will be passionate about voice experiences, with a strong focus on both operational efficiency and customer satisfaction through innovative conversational AI solutions.
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. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.
At this time, GEICO will not sponsor a new applicant for employment authorization for this position.
Benefits :
As an Associate, you’ll enjoy our Total Rewards Program
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Salary : $143,000 - $224,000
