Director of Product Management, Customer Communications and CRM

Position Summary

In this role, you will work with partners in business, product, engineering, design and all parts of the services team to develop product strategy, roadmap, and be responsible for execution of customer facing communications including CRM solutions across all lines of businesses and platforms. You will need to spearhead collaborations across multifunctional teams to craft and deliver solutions that resonate with consumer needs and contribute to the company's growth. You will reimagine and build GEICO’s service and transactional communication strategy to ensure customers get concise, timely and clear call to action (if applicable) communications from Geico. And when they do contact us, our virtual bots and customer service agents have the necessary context to guide them as quickly as possible to serve their most complex needs.

You will be a single-threaded owner to drive end-to-end experience across mobile app/web/desktop platforms, across all businesses and be business or platform agnostic. This role would be great for someone who is a builder, thrives in an ambiguous startup environment yet has deep product experience, seen scale while enjoying being a founding member of a new team to help shape the product organization.

This position is a hybrid role based either out of - San Francisco Bay area; OR Greater Washington DC Metropolitan (DMV) area.

Responsibilities:

• Define and execute a product vision and strategy for GEICO’s Communication and virtual voice and chatbot offerings in close partnership with our business and engineering teams.

• Provide thought leadership in defining product strategy while being focused on execution by rolling up your sleeves.

• Partner with UX team to drive a stellar experience for our customers

• Work with stakeholders to create, prioritize and execute the product roadmap related to digital customer communications and interactions during the entire lifecycle of policy experience.

• Lead cross-team planning with business, product, design and tech as well as be comfortable to present to C-Level executives.

• Become a recognized expert in the business on the product, the market, relevant technology and competition.

• Establish and monitor OKR’s, key performance indicators (KPI) for product success, and adapt strategies as needed.

• Serve as a respected advocate of the business and voice of the customer in the business, building and sustaining relationships with business stakeholders and representing your peers in senior level meeting

• Build and lead a high-performing team of Product Managers, with a focus on hiring, developing and retaining great talent, and ensuring the Product Service team is a great place to work.

Basic Qualifications:

• 12 to 15 years Product Management Experience including 8 years in product leadership positions with proven record of accomplishment in software and technology products.

• Deep experience in building AI driven voice and virtual customer facing and agent applications and platforms

• Experience in building and managing multi-channel customer communications including emails, SMS and notifications.

• Proven experience with building CRM solutions – in house or partner solutions.

• Proven experience in managing all aspects of a building products throughout its lifecycle from concept to delivery to scaling.

• 8+ years leading, mentoring, and coaching product managers

• Experience using quantitative and qualitative data to inform design decisions and drive change

• Bachelor's degree in computer science or related field Preferred Qualifications:

• Master's degree in computer science/ engineering and/ MBA is preferred.

• Have extensive knowledge in voice technologies as well as chat bots related generative and predictive AI/ML technologies including LLM platforms.

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Annual Salary

$150,000.00 - $250,000.00

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.

 

The GEICO Pledge:

Great Company: At GEICO, we help our customers through life’s twists and turns. Our mission is to protect people when they need it most and we’re constantly evolving to stay ahead of their