Strategic Cross Functional Partnership: Forge strong relationships with cross-functional teams to ensure our omni-channel routing solutions are aligned with GEICO's strategic objectives.
Innovation and Collaboration: Collaborate extensively with engineering teams, product, and business units to innovate and enhance the contact center experience for associates and customers, utilizing the Amazon Connect platform.
Performance Measurement and Optimization: Implement and monitor OKRs and KPIs to measure the effectiveness of the omni-channel routing platform and drive continuous improvement in delivering customer service.
Product Lifecycle Management: Lead the full lifecycle of the omni-channel routing products by LOB, from concept through implementation, partnering with business and engineering to develop requirements and roadmap prioritization.
Customer-Centric Approach: Understand customer/business needs and market trends, gathering feedback to drive proactive product improvements and innovations.
Data-Driven Decision-Making: Utilize data analytics to inform decision-making, generate operational business insights, and ensure alignment with business goals and customer needs.

2+ years of experience in product management, or similar role, with demonstrated success delivering enterprise-scale contact center solutions.
Deep understanding of contact center operations, technologies, and key performance metrics.
Proven experience with cloud-based contact center platforms and related technologies.
Strong analytical and problem-solving abilities with a data-driven approach to decision-making (PowerBI, SQL, Snowflake, Splunk, Cloudwatch, Titan).
Experience with agile development methodologies and related tools (Azure DevOps).
Experience with UI/UX design and tools (Figma, Draw.io, Visio).
Excellent communication and presentation skills, with ability to influence at all levels of the organization.
Understanding of contact center security, compliance, and regulatory requirements.

Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
Supports flexibility
We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

Product Manager – Contact Center

Key skills