Director of Product Management, Customer Communications and CRM

Position Summary

In this role, you will work with partners in business, product, engineering, design and all parts of the services team to develop product strategy, roadmap, and be responsible for execution of customer facing communications including CRM solutions across all lines of businesses and platforms. You will need to spearhead collaborations across multifunctional teams to craft and deliver solutions that resonate with consumer needs and contribute to the company's growth. You will reimagine and build GEICO’s service and transactional communication strategy to ensure customers get concise, timely and clear call to action (if applicable) communications from Geico. And when they do contact us, our virtual bots and customer service agents have the necessary context to guide them as quickly as possible to serve their most complex needs.

You will be a single-threaded owner to drive end-to-end experience across mobile app/web/desktop platforms, across all businesses and be business or platform agnostic. This role would be great for someone who is a builder, thrives in an ambiguous startup environment yet has deep product experience, seen scale while enjoying being a founding member of a new team to help shape the product organization.

This position is a hybrid role based either out of - San Francisco Bay area; OR Greater Washington DC Metropolitan (DMV) area.
Responsibilities:

• Define and execute a product vision and strategy for GEICO’s Communication and virtual voice and chatbot offerings in close partnership with our business and engineering teams.

• Provide thought leadership in defining product strategy while being focused on execution by rolling up your sleeves.

• Partner with UX team to drive a stellar experience for our customers

• Work with stakeholders to create, prioritize and execute the product roadmap related to digital customer communications and interactions during the entire lifecycle of policy experience.

• Lead cross-team planning with business, product, design and tech as well as be comfortable to present to C-Level executives.

• Become a recognized expert in the business on the product, the market, relevant technology and competition.

• Establish and monitor OKR’s, key performance indicators (KPI) for product success, and adapt strategies as needed.

• Serve as a respected advocate of the business and voice of the customer in the business, building and sustaining relationships with business stakeholders and representing your peers in senior level meeting

• Build and lead a high-performing team of Product Managers, with a focus on hiring, developing and retaining great talent, and ensuring the Product Service team is a great place to work.

Basic Qualifications:

• 12 to 15 years Product Management Experience including 8 years in product leadership positions with proven record of accomplishment in software and technology products.

• Deep experience in building AI driven voice and virtual customer facing and agent applications and platforms

• Experience in building and managing multi-channel customer communications including emails, SMS and notifications.

• Proven experience with building CRM solutions – in house or partner solutions.

• Proven experience in managing all aspects of a building products throughout its lifecycle from concept to delivery to scaling.

• 8+ years leading, mentoring, and coaching product managers

• Experience using quantitative and qualitative data to inform design decisions and drive change

• Bachelor's degree in computer science or related field Preferred Qualifications:

• Master's degree in computer science/ engineering and/ MBA is preferred.

• Have extensive knowledge in voice technologies as well as chat bots related generative and predictive AI/ML technologies including LLM platforms.

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Annual Salary

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

The GEICO Pledge:

Great Company: At GEICO, we help our customers through life’s twists and turns. Our mission is to protect people when they need it most and we’re constantly evolving to stay ahead of their needs.

We’re an iconic brand that thrives on innovation, exceeding our customers’ expectations and enabling our collective success. From day one, you’ll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on people’s lives.

Great Careers: We offer a career where you can learn, grow, and thrive through personalized development programs, created with your career – and your potential – in mind.  You’ll have access to industry leading training, certification assistance, career mentorship and coaching with supportive leaders at all levels.

Great Culture: We foster an inclusive culture of shared success, rooted in integrity, a bias for action and a winning mindset. Grounded by our core values, we have an an established culture of caring, inclusion, and belonging, that values different perspectives. Our teams are led by dynamic, multi-faceted teams led by supportive leaders, driven by performance excellence and unified under a shared purpose.

As part of our culture, we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers.

Great Rewards: We offer compensation and benefits built to enhance your physical well-being, mental and emotional health and financial future.

• Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
• Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
• Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
• Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.