Product Owner III – CIAM Phone Channel IVR

PNC

Product Owner III responsible for CIAM Phone Channel authentication experiences at PNC. Leading modernization of IVR authentication strategies and stakeholder management across operations and engineering.

Posted 7/10/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $91,000 - $202,800 per yearWebsite

Tech Stack

Tools & technologies

Azure

About the role

Key responsibilities & impact

Define and execute the CIAM roadmap for phone channel authentication (IVR + agent assist).
Lead transition from legacy authentication (KBA/security questions) to modern CIAM approaches using: Transmit FlexID orchestration, Pindrop fraud detection & voice intelligence.
Establish a risk-based authentication strategy tailored to phone interactions.
Align with enterprise identity, Zero Trust, and omnichannel authentication frameworks.
Own end-to-end IVR authentication flows including: Pre-authentication (call entry, ANI validation), Passive authentication (device/behavioral signals via FlexID), Voice-based risk scoring (Pindrop), Step-up authentication (OTP, callbacks, agent verification).
Partner with engineering to design low-friction, high-assurance journeys in IVR flows.
Ensure consistent identity decisions from IVR through agent handoff.
Implement and optimize controls to detect and mitigate: Account Takeover (ATO), IVR bot attacks and automation abuse, Social engineering in agent-assisted calls.
Define policies for dynamic step-up authentication based on real-time risk signals.
Serve as the primary liaison across: Contact Center Operations, Fraud/Risk teams, Information Security, Enterprise CIAM platform team, Architecture and Engineering.
Define and track KPIs, including: Authentication success and failure rates, Fraud detection/prevention rates, IVR containment rate, Agent handle time (AHT) impact, Step-up authentication frequency and success.

Requirements

What you’ll need

Product ownership or product management experience in: Identity & Access Management, Fraud, or Contact Center technologies
Direct experience with: IVR/call flows and telephony ecosystems
Authentication and identity verification in a phone channel
Strong understanding of: Risk-based authentication (RBA)
Account takeover prevention strategies
CIAM principles and orchestration layers
Experience working in Agile environments with cross-functional teams.
Hands-on experience with: Transmit Security (FlexID or similar orchestration platforms)
Pindrop (Protect, Passport, or voice intelligence solutions)
Experience implementing: Voice biometrics or passive voice authentication
Bot detection solutions in IVR
Familiarity with CIAM platforms such as Ping, Okta, ForgeRock, or Azure External ID
Experience in highly regulated industries (financial services, telecom, healthcare)

Benefits

Comp & perks

medical/prescription drug coverage (with a Health Savings Account feature)
dental and vision options
employee and spouse/child life insurance
short and long-term disability protection
401(k) with PNC match
pension and stock purchase plans
dependent care reimbursement account
back-up child/elder care
adoption, surrogacy, and doula reimbursement
educational assistance, including select programs fully paid
a robust wellness program with financial incentives
maternity and/or parental leave
up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
between 15 to 25 vacation days each year, depending on career level; and years of service

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Authentication and Identity VerificationAccount Takeover PreventionCIAM PrinciplesVoice BiometricsBot Detection Solutions

Soft Skills

Cross-Functional CollaborationLeadership