Strategic Customer Service Platform Lead

3 weeks ago


San Francisco, California, United States GEICO Full time
Customer Service Platform Evolution

GEICO seeks a seasoned Senior Product Manager to spearhead the development of our customer service platform, leveraging Amazon Connect. This dynamic role combines technical expertise, business acumen, and innovative leadership to drive strategic alignment and tangible value.

Key Responsibilities

Strategic Partnership

  • Forge strong relationships with business leaders to ensure our solutions are aligned with GEICO's strategic objectives.

Innovation and Collaboration

  • Collaborate with engineering teams and business units to innovate and enhance the contact center experience for associates and customers.

Performance Measurement and Optimization

  • Implement and monitor OKRs and KPIs to measure the effectiveness of the platform and drive continuous improvement.

Product Lifecycle Management

  • Lead the full lifecycle of the product, from concept through implementation, focusing on delivering strategic, user-focused solutions.

Customer-Centric Approach

  • Understand customer needs and market trends, gathering feedback to drive product improvements and innovations.

Roadmap Planning

  • Define and prioritize feature development, enhancements, and integrations to create a roadmap that meets the evolving needs of our business and customers.

Data-Driven Decision-Making

  • Utilize customer service analytics to inform decision-making, ensuring alignment with business goals and customer needs.


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