Product Manager / Consultant (IVR & Call Routing)

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

Job Description

The Direct Phone Sales Telephony and Support team is seeking a Product Manager / Consultant (IVR & Call Routing) to contribute to the definition, delivery, and ongoing evolution of our Interactive Voice Response (IVR) and Call Routing capabilities. This role is part of a team of Product Managers responsible for maximizing customer value and operational efficiency within our contact center.
This position emphasizes business strategy, operational alignment, and customer experience optimization, working closely with stakeholders across business, operations, IT, and vendor partners. The successful candidate will help ensure IVR and call routing solutions are effective, compliant, and continuously evolving to meet customer and enterprise needs.

Key Responsibilities

Product Strategy & Lifecycle

• Contribute to the product vision and roadmap for IVR and call routing, aligning with enterprise customer experience and operational strategies.

• Collaborate with fellow Product Managers to manage the lifecycle of IVR and routing features: ideation, requirements gathering, design, testing, launch, adoption, and ongoing optimization.

• Provide input to leadership to help guide investment decisions and prioritize initiatives that deliver measurable business and customer value.

Backlog & Delivery

• Support backlog management by helping translate business problems into prioritized product initiatives, user stories, and acceptance criteria.

• Partner with Agile/Scrum teams to deliver high-quality features and enhancements in alignment with roadmap priorities.

• Provide timely feedback on iterations to ensure product outcomes meet business objectives.

Customer & Operational Advocacy

• Represent the "voice of the customer" and contact center operations during product discussions and solution design.

• Participate in user research, journey mapping, and discovery workshops to validate assumptions and improve call flow design.

• Advocate for usability, accessibility, and compliance in IVR design to ensure all solutions meet regulatory and customer needs.

Discovery & Innovation

• Engage in discovery and test-and-learn activities to validate new features and routing strategies.

• Stay informed about industry trends (AI-driven IVR, predictive routing, real-time translation) and provide recommendations on applicability.

• Partner with peers and vendors to explore adoption of emerging CCaaS capabilities.

Metrics & Reporting

• Help define, track, and report on key performance indicators (KPIs) such as IVR containment rate, routing accuracy, call deflection, handle time impact, and customer satisfaction (NPS/CSAT).

• Collaborate with analytics teams to derive actionable insights from call journey data, customer feedback, and operational metrics.

• Support pilots or A/B tests to measure feature performance prior to large-scale rollout.

Collaboration & Compliance

• Work closely with IT, compliance, legal, and security teams to ensure adherence to regulatory and data protection requirements (e.g., PCI, state-level regulations).

• Partner with Workforce Management (WFM), Quality Management (QM), and analytics teams to align routing strategies with agent utilization and customer satisfaction goals.

• Contribute to training and enablement efforts that prepare operational teams for changes in call flow or routing logic.

Qualifications

Experience

• 3–5 years of experience in Product Management, Business Analysis, or a related role, with a focus on IVR and call routing systems.

• Experience with Contact Center as a Service (CCaaS) platforms (Amazon Connect strongly preferred; Genesys, NICE CXone, Five9, or Avaya a plus).

• Demonstrated success working on cross-functional initiatives with operations, IT, compliance, and vendor partners.

• Insurance industry experience is a plus but not required.

Technical Aptitude

• Familiarity with IVR design principles, call routing strategies, and integrations with CRM, WFM, QM, and analytics to