Principal Product Manager - Conversational Chatbot

GEICO, subsidiary of Berkshire Hathaway and a leader in Auto insurance and other product lines, is on a multi-year technology transformation journey to reimagine the customer experience in the Insurance industry by removing friction across Customers, Partners, Marketplace, Segments, Channels, and build a world class experience powered by technology.

As part of this once-in-a life time opportunity to build and make a real impact, we are looking for an accomplished, customer-obsessed and results-oriented Principal Product Manager to build AI based applications for our thousands of contact center agents serving millions of customers. This role, as part of the newly formed Service product team will be at the helm of strategizing, developing, and enhancing the agent experience through AI first agent facing products that enhanced agent experience and productivity.

Position Summary

You will work cross-functionally to guide complex products from conception to launch by connecting the product vision and specific solutions needed to solve business and customer problems. And do this by breaking down complex problems into steps that drive product development while modernizing our experience and platforms & leapfrogging the competition.

You will work and partner with engineering, operations, sales, design and other product teams to reimagine and build GEICO’s Digital Experience to serve the customer service needs in the entire policy lifecycle. You will be partnering with other Product managers to build a common AI platform and generative applications for Agents across all business lines.

You'll be key to driving GEICO's digital transformation by being part of a growing Product Organization working in cross-functional teams to implement cutting edge technologies, foster a culture of innovation, and ensure seamless integration of digital solutions across the organization. This role would be great for someone who is a builder, thrives in an ambiguous startup environment.

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

Responsibilities:

The ideal candidate is excellent at:

• Building complex conversational AI Co-pilot or chat like experiences and features at large scale.
• Defining and executing a multi-year unified vision in close partnership with our business and engineering teams.
• Leading cross-functional teams that drive results during product discovery and product delivery.
• Synthesizing business, market, and platform data to identify opportunities, size them, and turn insights into product vision, strategy and requirements.
• Owning and prioritizing short term and long-term product roadmap to deliver on business outcomes, working closely with a cross-functional team to ensure that all the right resources are aligned to ensure that and your team will be successful.
• 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 entire lifecycle of policy experience. 
• Leveraging modern architecture & great design to identify problem-solution fit.
• Evaluating trade-offs and negotiating requirements.
• Creating and using compelling, informative artifacts to influence stakeholders (ex. Vision, Roadmaps, Features/Epics, Progress Updates, etc.).
• Understanding of current and future state architecture.
• Identifying and measuring KPIs (Key Performance Indicators), with an eye to adjusting and refining your roadmap as the data dictates.
• Mentor other Product Managers and help in building a high performing product organization.

Basic Qualifications:

• Bachelor's degree in a technical field such as software engineering or computer science
• At least 10 years of experience in Product Management building complex software and technology products with proven record of accomplishment at large scale.
• Have built and scaled AI based (co-pilot or equivalent, generative) contact center agent facing products with strong customer focus and ownership mindset.
• Builder in mindset with proven experience in managing all aspects of building products throughout its lifecycle from concept to delivery to scaling.
• Experience using quantitative and qualitative data to inform design decisions and drive change

Preferred Qualifications:

• MBA or equivalent experience
• Experience in agent facing contact center applications from financial services, ecommerce or other similar industries.
• Self-starter and have a proven ability to operate in an ambiguous startup like environment

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.