Senior Product Manager
4 weeks ago
GEICO is seeking a highly skilled Senior Product Manager to lead the development of our customer service platform. As a key member of our Product Organization, you will be responsible for driving the evolution of our customer service experience, ensuring that our solutions on the Amazon Connect platform are aligned with our business strategy and drive value in a tangible and measurable way.
Key Responsibilities:- Forge strong relationships with business leaders to ensure our Amazon Connect solutions are aligned with GEICO's strategic objectives.
- Collaborate extensively with engineering teams and business units to innovate and enhance the contact center experience for associates and customers, utilizing the Amazon Connect platform.
- Implement and monitor OKRs and KPIs to measure the effectiveness of the platform and drive continuous improvement in delivering customer service.
- Lead the full lifecycle of the product, from concept through implementation, focusing on delivering strategic, user-focused solutions.
- Understand customer needs and market trends, gathering feedback to drive product improvements and innovations.
- Define and prioritize feature development, enhancements, and integrations to create a roadmap that meets the evolving needs of our business and customers.
- Utilize customer service analytics to inform decision-making, ensuring alignment with business goals and customer needs.
- Bachelor's degree in Computer Science, Business Administration, or related field.
- At least 5 years' experience in Technical Product Management dedicated to managing customer-facing technology solutions.
- At least 5 years of experience managing all aspects of a product feature throughout its lifecycle from concept to delivery.
- At least 2 years' experience in Amazon Connect, cloud infrastructure, machine learning, and related service platforms, with the ability to harness these technologies in line with GEICO's strategic goals.
- Master's Degree in Computer Science, Business Administration, or related field.
- Proven track record of aligning product management with business strategies and delivering measurable results.
- Exceptional leadership, communication, and collaboration skills; adept in managing diverse teams and stakeholders.
- Experience working with customer service agents and platforms.
- High sense of accountability and strong problem-solving skills.
As an Associate, you'll enjoy our comprehensive benefits package, including:
- Premier Medical, Dental and Vision Insurance with no waiting period.
- Paid Vacation, Sick and Parental Leave.
- 401(k) Plan.
- Tuition Reimbursement.
- Paid Training and Licensures.
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