Voice Experience Product Lead — IVR & AI

Geico; Renton (WA); On-site; USD 140,000 - 230,000; Full time

Benefits offered by this job

GEICO Pledge

Competitive pay and benefits

Job summary

GEICO is seeking a seasoned Product Manager to own the IVR and conversational AI product vision, strategy, and roadmap. You will lead cross‑functional teams from concept to launch with a focus on voice experience and AI implementation.

Applicants should have 5+ years in product management, deep knowledge of IVR and conversational AI platforms, cloud contact centers, NLP, GenAI, and Agile delivery.

Qualifications

• Bachelor's degree required.
• 5+ years in product management.
• Experience with IVR, conversational AI, and voice systems.
• Experience with cloud-based contact center platforms.
• Understanding of self-service in customer journeys.
• Experience with NLP, GenAI, and related tech.
• Strong leadership and cross-functional collaboration.
• Familiarity with Agile methodologies.

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 & AI

IVR systems

Cloud contact centers

NLP

GenAI

Agile

JIRA/Azure DevOps

Education

Bachelor's degree

Advanced degree preferred

Tools

JIRA

Azure DevOps

Job description

GEICO is seeking a seasoned Product Manager to own the IVR and conversational AI product vision, strategy, and roadmap. You will lead cross‑functional teams from concept to launch with a focus on voice experience and AI implementation.

Applicants should have 5+ years in product management, deep knowledge of IVR and conversational AI platforms, cloud contact centers, NLP, GenAI, and Agile delivery.