Principal Product Manager, Contact Center (CRM) Applications

Principal Product Manager, Contact Center (CRM) applications.

GEICO, subsidiary of Berkshire Hathaway and a leader in Auto insurance and other product lines, is on a multi-year technology transformation journey to reimagine the customer experience in the Insurance industry by removing friction across Customers, Partners, Marketplace, Segments, Channels, and build a world class experience powered by technology.

As part of this once-in-a lifetime opportunity to build and make a real impact, we are looking for an accomplished, customer-obsessed and results-oriented Principal Product Manager to build contact center and CRM applications via a combination of in-house built products and 3rd party solutions that services millions of GEICO customers.

This role, as part of the newly formed Service team, will be at the helm of strategizing, developing, and enhancing the end-to-end contact center applications aka CRM solutions for our agents to enable them to provide a world class service to our customers.

The Principal PM should have strong domain depth and be passionate to understand the complex business and customer needs to build multi-channel CRM solutions that also leverage generative and predictive AI/ML platforms.

Position Summary

You will work cross-functionally to guide complex products from conception to launch by connecting the product vision and specific solutions needed to solve business and customer problems. And do this by breaking down complex problems into steps that drive product development while modernizing our experience and platforms & leapfrogging the competition.

You will work and partner with engineering, operations, sales, design and other product teams to reimagine and build GEICO’s contact center applications to serve customer service needs across all business lines that are platform agnostic.

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 role would be great for someone who is a builder, thrives in an ambiguous startup environment yet has strong product experience,

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

Responsibilities:

The ideal candidate:

· Is a Strategic thinker with a strong background in build products for Support and Contact Center users

· Has Strong operational knowledge of how multi-channel contact center works, agent experience including CRM solutions, case management etc.

· Has led cross-functional teams that drive results during product discovery and product delivery.

· Synthesizes business, market, and platform data to identify opportunities, size them, and turn insights into product vision, strategy and requirements.

· Owns and prioritizes short term and long-term product roadmap to deliver on business outcomes, working closely with a cross-functional team to ensure that all the right resources are aligned for success.

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

· Leveraging modern architecture & great design to identify problem-solution fit.

· Evaluating trade-offs and negotiating requirements.

· Creating and using compelling, informative artifacts to influence stakeholders (ex. Vision, Roadmaps, Features/Epics, Progress Updates, etc.).

· Understanding of current and future state architecture.

· Identifying and measuring KPIs (Key Performance Indicators), with an eye to adjusting and refining your roadmap as the data dictates.

· Mentor other Product Managers and help in building a high performing product organization.

· Work with AI / GenAI / LLM technologies to unlock product possibilities

Basic Qualifications:

· Bachelor’s Degree

· Minimum 10 years of experience in Product Management building complex software and technology products with proven record of accomplishment at large scale.

· 5+ years of experience in building CRM and contact center applications with strong customer focus and ownership mindset.

· Builder in mindset with proven experience in managing all aspects of building products throughout its lifecycle from concept to delivery to scaling.

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

· Self-starter and have a proven ability to operate in an ambiguous startup like environment

Preferred Qualifications:

· MBA or equivalent experience from Top Tier schools

· Bachelor's degree in a technical field such as software engineering or computer science

· Experience in ecommerce, financial services and marketplace digital first companies.