Lead IVR & Conversational AI Product Strategy

GEICO; New York (NY); On-site; USD 140,000 - 230,000; Full time

Benefits offered by this job

Competitive pay

Benefits

GEICO pledge

Job summary

GEICO seeks a Senior Product Manager to lead IVR and conversational AI strategy, driving a voice-first customer experience. You will shape the product roadmap, collaborate with engineering, design, operations, and business leaders, and deliver high-impact voice experiences that increase self-service adoption and satisfaction.

The role requires strong leadership, 5+ years in product management, and deep knowledge of IVR and cloud contact centers.

Qualifications

• Bachelor's degree required.
• 5+ years of product management experience with voice/conversational AI.
• Deep understanding of IVR systems and voice design principles.
• Experience with cloud-based contact center platforms.
• Strong leadership and communication skills.
• Proven analytical and data-driven decision making.
• Experience with Agile methodologies (JIRA/Azure DevOps).

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

Skills

Product management

Voice experience

Leadership

Data-driven decisions

Agile

Education

Bachelor's degree

Tools

JIRA

Azure DevOps

Amazon Connect

Amazon Lex

Voice ID

Job description

GEICO seeks a Senior Product Manager to lead IVR and conversational AI strategy, driving a voice-first customer experience. You will shape the product roadmap, collaborate with engineering, design, operations, and business leaders, and deliver high-impact voice experiences that increase self-service adoption and satisfaction.

The role requires strong leadership, 5+ years in product management, and deep knowledge of IVR and cloud contact centers.