Lead, IVR & Conversational AI Product Manager

Government Employees Insurance Company; Palo Alto (CA); Sur place; USD 140 000 - 229 000; Plein temps

Avantages offerts par ce poste

Health insurance

Résumé du poste

GEICO is seeking a Senior Product Manager to lead the IVR and conversational AI voice-first strategy. You will own the product roadmap, collaborate with engineering, design, and operations, and steer initiatives that improve self-service rates and customer satisfaction.

The role requires a Bachelor's degree and 5+ years in product management, with deep experience in IVR, NLP, GenAI, and cloud contact center platforms.

Qualifications

• Bachelor's degree required; 5+ years in product management.
• Deep understanding of IVR systems and conversational AI.
• Experience with cloud-based contact center platforms.
• Experience with speech recognition, GenAI, and other conversational AI technologies.
• Strong leadership and communication skills.
• Experience with Agile tools (JIRA, Azure DevOps)

Responsabilités

• Define IVR and conversational AI product vision, strategy, and roadmap.
• Lead cross-functional teams through the product lifecycle for voice experiences.
• Conduct market research, competitive analysis, and customer interviews.
• Drive intuitive voice flows to maximize self-service containment and satisfaction.
• Prioritize features based on impact and feasibility; trade-offs for user experience.
• Collaborate with stakeholders to align on voice strategy.
• Monitor IVR performance metrics and optimize flows.
• Partner with technology leaders to ensure secure, scalable AI solutions.
• Oversee IVR analytics to map customer journeys and improvements.
• Drive integration of NLP, voice biometrics, and AI-powered intents

Connaissances

Voice experience design

Cross-functional leadership

Data-driven decisions

Agile methodologies

Speech recognition

Formation

Bachelor's degree

Outils

JIRA

Azure DevOps

Amazon Connect

Amazon Lex

Voice biometrics

Description du poste

GEICO is seeking a Senior Product Manager to lead the IVR and conversational AI voice-first strategy. You will own the product roadmap, collaborate with engineering, design, and operations, and steer initiatives that improve self-service rates and customer satisfaction.

The role requires a Bachelor's degree and 5+ years in product management, with deep experience in IVR, NLP, GenAI, and cloud contact center platforms.