What are the responsibilities and job description for the Senior Product Manager - Contact Center Transformation position at GEICO?
GEICO is seeking an accomplished, customer-obsessed, and results-oriented Senior Product Manager to drive our contact center transformation initiatives. This role will lead the development and implementation of advanced contact center solutions, focusing on intelligent routing, workflow automation, and enhanced agent experiences across all lines of business. The ideal candidate will combine deep contact center expertise with strong technical acumen in cloud platforms and AI / ML technologies.
As a Senior Product Manager, you will play a key role in shaping the evolution of GEICO's contact center capabilities and customer experience strategy. You will be responsible for leading product strategy, driving the development and execution of product roadmaps, and ensuring that our solutions meet the needs of both our customers and business stakeholders while driving operational efficiency. You will collaborate closely with cross-functional teams, including engineering, design, operations, and business leaders to deliver high-impact products that drive business growth and customer satisfaction. You must be comfortable influencing at all levels of the organization.
Job Responsibilities
- Define and execute the product vision, strategy, and roadmap for GEICO's contact center transformation initiatives, aligned with business objectives and market opportunities
- Lead cross-functional teams through the entire product lifecycle, from concept to launch and beyond
- Drive the development of intelligent routing solutions, automated workflows, and AI-enhanced agent experiences that improve operational efficiency and customer satisfaction
- Conduct market research, competitive analysis, and customer interviews to gather insights and inform product decisions
- Prioritize features and initiatives based on customer feedback, business impact, and technical feasibility, making data-driven trade-off decisions
- Partner with business stakeholders across all lines of business to understand unique requirements and ensure solutions meet diverse needs
- Lead the integration of ML / AI capabilities into contact center workflows, including natural language processing, sentiment analysis, and predictive routing
- Collaborate with Technology leaders to influence end-state architecture and drive secure, resilient, performant, and scalable product solutions
- Monitor product performance through comprehensive analytics, driving continuous improvement in key metrics including handle time, first contact resolution, and customer satisfaction
- Develop and maintain relationships with key technology partners and vendors in the contact center space
Basic Qualifications
Preferred Qualifications
The ideal candidate will combine deep contact center expertise with strong technical acumen, demonstrating the ability to drive innovation while maintaining operational excellence across complex enterprise environments.
Annual Salary
128,000.00 - $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 to help secure your financial future and preserve your health and well-being, including :
GEICO is committed to providing a fair and equal employment opportunity for all associates and job applicants, ensuring a work environment free from discrimination and harassment.
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Salary : $128,000 - $224,000
