Sr. Product Manager - Amazon Connect

Key Skills

Analytical and Problem solving, Business Strategy, Effective communication skills, Employee life cycle, Infrastructure as code, KPIs, Leadership Skill, Machine learning techniques, Optimization, Product Management

Job Description

GEICO is looking for an accomplished, customer obsessed, and results oriented Senior Product Manager to lead the evolution of our customer service platform. This role is a unique blend of technical expertise, strategic business alignment, and innovative leadership. You will be at the heart of reimagining GEICO's customer service experience, ensuring that our solutions on the Amazon Connect platform are not just aligned with our business strategy, but are also driving value in a tangible and measurable way through clear OKRs and KPIs.

In this dynamic role, you'll be key to driving GEICO's digital transformation by being part of a growing Product Organization working in cross-functional teams to implement cutting edge technologies, foster a culture of innovation, and ensure seamless integration of digital solutions across the organization.

This position is a hybrid role, and it is required to be on-site 3 days a week at one of the following locations:

• Washington, DC

• San Jose/San Francisco, CA

• Fredericksburg/ Richmond, VA

• Dallas, TX

• Chicago, IL

• Seattle, WA

• New York, NY

• Indianapolis, IN

Key Responsibilities:

• Strategic Partnership with Business Leaders: Forge strong relationships with business leaders to ensure our Amazon Connect solutions are aligned with GEICO's strategic objectives.

• Innovation and Collaboration: Collaborate extensively with engineering teams 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 platform and drive continuous improvement in delivering customer service.

• Product Lifecycle Management: Lead the full lifecycle of the product, from concept through implementation, focusing on delivering strategic, user-focused solutions.

• Customer-Centric Approach: Understand customer needs and market trends, gathering feedback to drive product improvements and innovations.

• Roadmap Planning: Define and prioritize feature development, enhancements, and integrations to create a roadmap that meets the evolving needs of our business and customers.

• Data-Driven Decision-Making: Utilize customer service analytics to inform decision-making, ensuring alignment with business goals and customer needs.

Basic Qualifications:

• Bachelor’s degree in Computer Science, Business Administration, or related field

• At least 5 years’ experience in Technical Product Management dedicated to managing customer-facing technology solutions

• At least 5 years of experience managing all aspects of a product feature throughout its lifecycle from concept to delivery

• At least 2 years’ experience in Amazon Connect, cloud infrastructure, machine learning, and related service platforms, with the ability to harness these technologies in line with GEICO’s strategic goals

Preferred Qualifications:

• Master’s Degree in Computer Science, Business Administration, or related field

• Proven track record of aligning product management with business strategies and delivering measurable results

• Exceptional leadership, communication, and collaboration skills; adept in managing diverse teams and stakeholders

• Experience working with customer service agents and platforms

• High sense of accountability and strong problem-solving skills

Annual Salary

$128,000.00 - $224,000.00

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

Benefits:

As an Associate, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including:

• Premier Medical, Dental and Vision Insurance with no waiting period
• Paid Vacation, Sick and Parental Leave
• 401(k) Plan
• Tuition Reimbursement
• Paid Training and Licensures

Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.

Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.