GEICO
Sr. Product Manager - Amazon Connect
GEICO, Chevy Chase, Maryland, United States, 20815
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, DCSan Jose/San Francisco, CAFredericksburg/ Richmond, VASeattle, WAKey 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 fieldAt least 5 years’ experience in Technical Product Management dedicated to managing customer-facing technology solutionsAt least 5 years of experience managing all aspects of a product feature throughout its lifecycle from concept to deliveryAt 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 goalsPreferred Qualifications:Master’s Degree in Computer Science, Business Administration, or related fieldProven track record of aligning product management with business strategies and delivering measurable resultsExceptional leadership, communication, and collaboration skills; adept in managing diverse teams and stakeholdersExperience working with customer service agents and platformsHigh sense of accountability and strong problem-solving skillsAnnual Salary:
$128,000.00 - $224,000.00The 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 periodPaid Vacation, Sick and Parental Leave401(k) PlanTuition ReimbursementPaid Training and Licensures*Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.GEICO is an equal employment opportunity employer, providing a fair and equal 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.
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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 fieldAt least 5 years’ experience in Technical Product Management dedicated to managing customer-facing technology solutionsAt least 5 years of experience managing all aspects of a product feature throughout its lifecycle from concept to deliveryAt 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 goalsPreferred Qualifications:Master’s Degree in Computer Science, Business Administration, or related fieldProven track record of aligning product management with business strategies and delivering measurable resultsExceptional leadership, communication, and collaboration skills; adept in managing diverse teams and stakeholdersExperience working with customer service agents and platformsHigh sense of accountability and strong problem-solving skillsAnnual Salary:
$128,000.00 - $224,000.00The 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 periodPaid Vacation, Sick and Parental Leave401(k) PlanTuition ReimbursementPaid Training and Licensures*Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.GEICO is an equal employment opportunity employer, providing a fair and equal 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.
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