Senior Product Manager – IVR, Conversational AI

GEICO

Senior Product Manager leading IVR and conversational AI strategy at GEICO, a major U.S. auto insurer.

Posted 9/3/2026full-timePalo Alto • California, Maryland, New York, Texas, Washington • 🇺🇸 United StatesSenior💰 $140,425 - $229,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in defining and executing IVR and conversational AI product strategies, with a strong focus on user experience optimization and data-driven decision-making. Proven ability to lead cross-functional teams and drive successful product lifecycles in fast-paced environments.

Highest-signal resume keywords

IVR Systems ExpertiseConversational AI Product ManagementNatural Language ProcessingAgile MethodologiesVoice User Interface Design

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product ManagementVoice Flow DesignData AnalysisSpeech RecognitionVoice BiometricsA/B TestingCustomer Journey OptimizationMarket ResearchCompetitive AnalysisCloud-Based Contact Center Platforms

Soft Skills

Excellent CommunicationProblem-SolvingInfluencing Cross-Functional TeamsPresentation SkillsCollaboration

Tools & Technologies

JIRAAzure DevOpsAmazon ConnectAmazon LexContact LensVoice ID

Industry Keywords

Customer SatisfactionSelf-Service ContainmentContact Center OperationsUser ResearchUsability Testing

Tech Stack

Tools & technologies

AzureCloud

About the role

Key responsibilities & impact

Define and articulate the IVR and conversational AI product vision, strategy, and roadmap
Lead cross-functional teams through the entire product lifecycle from concept to launch and beyond
Conduct market research, competitive analysis, and customer interviews
Drive the design and implementation of intuitive voice flows to maximize self-service containment and customer satisfaction
Prioritize features and initiatives based on customer feedback, business impact, and technical feasibility
Collaborate with organizational stakeholders to align on voice strategy and drive consensus
Monitor IVR performance metrics and analyze containment rates
Iterate on conversation flows to optimize user experience and business outcomes
Partner with Technology leaders to influence voice platform architecture
Drive secure, resilient, and scalable conversational AI solutions
Oversee comprehensive IVR analytics and data-driven improvements
Drive integration of natural language processing, voice biometrics, and AI-powered intent recognition
Monitor insurance industry evolution, voice technology innovation, competitor implementations, market trends, and consumer preferences

Requirements

What you’ll need

Bachelor's degree required
5+ years of experience in product management
Track record of delivering successful voice and conversational AI products in a fast-paced environment
Deep understanding of IVR systems, conversational AI platforms, and voice user interface design principles
Experience with cloud-based contact center platforms
Strong understanding of contact center operations, key metrics, and self-service in the customer journey
Proven track record of improving self-service containment rates and customer satisfaction through voice channel optimization
Experience with speech recognition, natural language processing, GenAI, and other conversational AI technologies
Ability to influence and inspire cross-functional teams
Excellent communication and presentation skills
Proven analytical and problem-solving abilities with a data-driven approach
Experience with Agile methodologies and tools such as JIRA or Azure DevOps
At this time, GEICO will not sponsor a new applicant for employment authorization for this position
Advanced degree in Computer Science, Human-Computer Interaction, Business, or related field preferred
Direct experience with Amazon Connect, Amazon Lex, Contact Lens, and Voice ID preferred
Experience with voice biometrics and authentication technologies preferred
Experience with advanced analytics and A/B testing methodologies for voice experiences preferred
Background in user research and usability testing for voice interfaces preferred

Benefits

Comp & perks

Personalized development programs
Mentorship
Certification assistance
Inclusive and collaborative culture
Competitive pay
Benefits
Flexible work arrangements
Well-being and future support
Reasonable accommodations for qualified individuals with disabilities