Senior Product Manager — IVR & Conversational AI

GEICO; Northern (KY); Hybrid; USD 140,000 - 230,000; Full time

Job summary

GEICO is seeking a Senior Product Manager for IVR and conversational AI to shape the voice-first customer experience strategy. You will lead the product vision and roadmap, guiding cross-functional teams through development to delivery while driving self-service adoption and customer satisfaction.

You will leverage market insights, analytics, and advanced AI technologies to optimize voice experiences, partnering with engineering, design, and business leaders to realize measurable business

Qualifications

• Bachelor’s degree required with 5+ years delivering voice and conversational AI products.
• Deep knowledge of IVR, voice user interface design, and cloud contact centers.

Responsibilities

• Define IVR and conversational AI vision, strategy, and roadmap aligned with business goals.
• Lead cross-functional teams through product lifecycle from concept to launch.
• Conduct market research, competitive analysis, and customer interviews.
• Design intuitive voice flows to maximize self-service and satisfaction.
• Prioritize features based on impact and feasibility, balancing trade-offs.
• Collaborate across the organization to align on voice strategy and decisions.
• Monitor IVR performance, optimize self-service rates, and user experience.
• Partner with technology to influence architecture and scalable AI solutions.
• Implement IVR analytics to track customer journeys and improvements.
• Drive use of NLP, voice biometrics, and AI-powered recognition.

Skills

Voice experience

Product management

Cross-functional leadership

IVR systems

Analytical mindset

Agile methodologies

Education

Bachelor's degree

Tools

JIRA

Azure DevOps

Job description

GEICO is seeking a Senior Product Manager for IVR and conversational AI to shape the voice-first customer experience strategy. You will lead the product vision and roadmap, guiding cross-functional teams through development to delivery while driving self-service adoption and customer satisfaction.

You will leverage market insights, analytics, and advanced AI technologies to optimize voice experiences, partnering with engineering, design, and business leaders to realize measurable business