Senior Product Manager – IVR & Conversational AI
Core
Define and articulate the vision, strategy, and roadmap for GEICO's IVR platform and conversational AI solutions to drive self-service adoption and customer satisfaction.
Role type
Senior Product Manager (IVR & Conversational AI)
Builds
Voice-first customer experience portfolio, IVR platform features, and conversational AI roadmaps
Domain
Insurance / Voice Technology / Conversational AI
Deliverable
product features
Required skills
Product strategy, IVR systems, conversational AI platforms, voice user interface design, cloud-based contact center platforms, contact center operations, self-service optimization, natural language processing, GenAI, intent recognition, market research, competitive analysis, stakeholder influence, Agile methodologies
Preferred skills
Advanced degree in CS/HCI/Business, Amazon Connect ecosystem (Lex, Contact Lens, Voice ID), voice biometrics, advanced analytics, A/B testing, user research
Technologies
Amazon Connect, Amazon Lex, Contact Lens, Voice ID, JIRA, Azure DevOps
Responsibilities
Define IVR and conversational AI product vision and roadmap; Lead cross-functional teams through the product lifecycle; Conduct market research and customer interviews; Drive design of intuitive voice flows; Prioritize features based on feedback and business impact; Monitor IVR performance metrics and iterate on conversation flows; Partner with technology leaders on platform architecture; Oversee IVR analytics implementation; Drive integration of NLP and AI-powered intent recognition
Seniority
Senior, hands-on IC
