Senior Manager, Staff Software Engineering

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. 

Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose. 

When you join our company, we want you to feel valued, supported and proud to work here. That’s why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers.

Position Summary 

​​GEICO is seeking an experienced Senior Engineering Manager to lead our CRM AI team. In this role, you will drive the technical direction, strategy, and execution of our product roadmap to build customer experiences powered by GenAI models and agentic AI capabilities within our CRM platform. The ideal candidate has deep technical expertise in building AI products and can cultivate a high-performance culture, foster strong cross-functional relationships, and effectively manage technical teams in a fast-paced, startup-like environment.​ This is an exciting opportunity for a seasoned engineering leader who thrives in a dynamic environment and is passionate about scaling teams and advancing AI capabilities that empower customer experiences. ​ 

Position Description  

The Service Engineering team is transitioning disparate customer communication touchpoints into a world-class services company by building the foundational voice, chat, text, email, and core contact center experiences for sales, service, and claims operations used by 20,000 GEICO contact center agents, field adjusters, and sales representatives who sell, endorse, and service more than 80 million customers and prospective customers. We are building an AI-powered CRM platform using agentic capabilities to move from a system of record to a system of intelligence and action.  

You will lead the foundational work that shifts the CRM platform from a model optimized for human execution to one optimized for agentic intelligence enabling proactive identification of churn and risk, systematic reduction in cost to serve, consistency of service quality, higher first-contact resolution, and safe and scalable application of AI. Our vision is to reduce manual work for consumers and agents by deploying intelligent agents that automate routine tasks, surface insights proactively, and empower our teams to deliver exceptional customer experiences at scale. 

Position Responsibilities  

As a Senior Manager, you will:  

• Work with your Director to develop technical roadmap, drive execution, address project dependencies, develop incremental milestones, and deliver projects on time. ​

• Drive the evolution of our CRM platform from a system of record (accounts, contacts, policies, cases) to a system of intelligence (conversation insights, agent activity, customer footprint, risk signals) and ultimately to a system of action (AI agents, copilots, automated decisions)

• Own technical roadmap for CRM AI