Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Product Owner III within PNC's Technology organization, you will be based in Pittsburgh, PA; Cleveland, OH; Birmingham, AL; Dallas, TX; Denver, CO or Phoenix, AZ.

Role Summary
The Product Owner for CIAM – Phone Channel is responsible for defining and delivering secure, low-friction customer identity and authentication experiences across IVR and agent-assisted channels. This role owns the strategy, roadmap, and execution of identity capabilities leveraging platforms such as Transmit Security (FlexID) and Pindrop, ensuring strong fraud prevention, seamless customer experiences, and alignment with enterprise CIAM standards.
This leader will drive modernization of IVR authentication, reducing reliance on legacy knowledge-based verification while implementing risk-based, device-aware, and voice intelligence-driven authentication strategies.


Key Responsibilities
1. Product Strategy & Roadmap
• 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.


2. Authentication & Identity Orchestration (IVR)
• 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.


3. Fraud Prevention & Risk Management
• Implement and optimize controls to detect and mitigate:
○ Account Takeover (ATO)
○ IVR bot attacks and automation abuse
○ Social engineering in agent-assisted calls
• Leverage:
○ Pindrop for voice intelligence, call risk scoring, spoof detection, and anomaly detection
○ Transmit FlexID for identity orchestration, device intelligence, and adaptive authentication
• Define policies for dynamic step-up authentication based on real-time risk signals.
• Partner with Fraud, Call Centers, and Security teams to continuously tune detection thresholds and reduce false positives.


4. Backlog Ownership & Agile Delivery
• Own and maintain a prioritized backlog of CIAM features across IVR and contact center platforms.
• Write clear epics and stories including:
○ Authentication flows
○ Risk decisioning logic
○ Integration points (IVR, Pindrop, FlexID, CRM, agent desktop)
• Partner with engineering teams to deliver integrations across:
○ Telephony/IVR platforms (e.g., Genesys, NICE, Verint, Cisco, SBC’s, Avaya)
○ Transmit Security platform services
○ Pindrop APIs and event streams
• Manage cross-team dependencies and ensure release readiness.


5. Stakeholder Management
• Serve as the primary liaison across:
○ Contact Center Operations
○ Fraud/Risk teams
○ Information Security
○ Enterprise CIAM platform team
○ Architecture and Engineering
• Ensure solutions balance security, customer experience, and operational efficiency (AHT, containment).
• Support executive updates and communicate roadmap, performance, and risk posture.


6. Data, Analytics & Optimization
• 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
• Use Pindrop and FlexID insights to continuously optimize authentication journeys.
• Support A/B testing of authentication strategies to reduce friction and improve security outcomes.


Required Qualification
• Product ownership or product management experience in:
○ Identity & Access Management, Fraud, or Contact Center technologies
• Direct exper