Company Overview
GEICO (Government Employees Insurance Company) offers a variety of insurance such as vehicle, property, business, life, umbrella, travel, pet, jewelry and more. The company, which was founded in 1936, is the third-largest auto insurer in the United States and insures vehicles in all 50 states and Washington, D.C. GEICO, a member of the Berkshire Hathaway family of companies, constantly strives to make lives better by protecting people against unexpected events while saving them money and providing an outstanding customer experience. Visit geico.com to learn more ▪️ Building a Diverse Workforce ▪️ We are building a diverse and inclusive workforce. GEICO is dedicated to fostering a workplace where everyone feels valued, respected and supported. Our company is focused on building a diverse workforce through a culture of intentional inclusion. ▪️ Supporting Our Communities ▪️ Our commitment to being an engaged and involved corporate citizen is important to us. We work with supportive partners across the country that help us provide resources for people in need. Authenticity and inclusiveness are paramount as we give back to our communities. ▪️GEICO Cares ▪️ Our employees can make a big impact by participating in company-wide social impact programs such as Giving Back Together and FastPitch. They can also volunteer with local and national organizations such as Shoes That Fit, Reading is Fundamental, and more. To learn more, visit GEICO in the Community. GEICO Has Office Locations In: Regional offices: • Buffalo, New York • Dallas, Texas • Fredericksburg, Virginia • Indianapolis, Indiana • Lakeland, Florida • Macon, Georgia • San Diego, California • Tucson, Arizona • Virginia Beach, Virginia • Woodbury, New York Service centers: • Honolulu, Hawaii • Kansas City, Kansas • Iowa City, Iowa Claims centers: • Houston, Texas • Marlton, New Jersey • Seattle, Washington Headquarters Chevy Chase, MD
About the job
GEICO is seeking an accomplished, customer-obsessed, and results-oriented Principal Product Manager specializing in Contact Center Workforce Management (WFM). This role will continuously monitor evolution in the insurance industry and contact center management, innovation in parallel industries, competitor products, market, and consumer trends to drive an industry leading product portfolio in WFM solutions.
As a Principal Product Manager, you will play a key role in shaping the evolution of our contact center workforce management strategy at GEICO. You will be responsible for leading product strategy, cross-organization collaboration, driving the development and execution of WFM product roadmaps, and ensuring that our solutions meet the needs of our customers while driving business outcomes. Your focus will be on optimizing scheduling, forecasting, and management of agents to customer demand effectively while maximizing productivity and agent satisfaction.
Job Responsibilities:
- Define and articulate the Workforce Management product vision, strategy, and roadmap in alignment with business goals and market opportunities.
- Lead cross-functional teams through the entire product lifecycle, from concept to launch and beyond, focusing on WFM platform build and integrations.
- Develop and implement strategic workforce planning initiatives, including advanced contact forecasting methodologies and tools.
- Drive innovation in scheduling systems, focusing on enhancing schedule preferences and flexibility for agents while maintaining operational efficiency.
- Design and optimize real-time adjustment and intra-day management features to improve responsiveness to changing contact center conditions.
- Spearhead the development of comprehensive agent scorecards and performance metrics, integrating gamification elements to boost engagement and productivity.
- Conduct in-depth data analysis to drive impactful decisions and product improvements across all WFM functions.
- Prioritize features and initiatives based on customer feedback, business impact, and technical feasibility, making data-driven trade-off decisions when needed.
- Collaborate closely with business and technical teams to ensure alignment and drive consensus on key WFM decisions.
- Continuously monitor WFM product performance, analyze metrics, and iterate on features to optimize user experience, agent satisfaction, and business outcomes.
- Connect with external and internal customers to regularly understand their WFM needs and build long-lasting relationships.
- Oversee WFM product rollout plan, segmentation, product adoption, and opportunities for product promotion.
- Partner with Technology leaders to influence end-state architecture and drive secure, resilient, performant, and scalable WFM product solutions that solve material customer and business problems.
Basic Qualifications:
- Bachelor’s degree required.
- 10+ years of experience in product management, with a track record of delivering successful products in a fast-paced environment.
- Deep understanding of contact center dynamics, workforce management principles, and key metrics, as well as market trends, customer needs, and competitive landscape.
- Working knowledge and experience with Workforce Management (WFM) platform build, integrations, and reporting.
- Strong experience with WFM platforms, with a strong preference for past experience with Avalaria and NICE.
- Proven ability to conduct in-depth data analysis and derive actionable insights to drive product development and business impact.
- Demonstrated success in developing and implementing agent scorecards and performance metrics.
- Experience in optimizing scheduling, forecasting, and management of agents to meet customer demand while maximizing productivity and agent satisfaction.
- Strong leadership skills with the ability to influence and inspire cross-functional teams.
- Excellent communication and presentation skills, with the ability to effectively articulate complex WFM concepts to both technical and non-technical audiences.
- Experience working with Agile methodologies and tools such as JIRA or Azure DevOps.
- Passion for innovation, continuous learning, and driving positive change in contact center operations.
Preferred Qualifications:
- Advanced degree in a relevant field (e.g., Business Administration, Computer Science, Data Science).
- Experience with implementing flexible scheduling WFM features, allowing agents to choose some aspects of when they work while still meeting business objectives.
- Demonstrated success in developing and implementing agent metric gamification.
- Knowledge of machine learning and AI applications in workforce management.
- The ideal candidate will be data-driven, with a strong analytical mindset and the ability to translate complex data insights into actionable product strategies. They should be passionate about improving both operational efficiency and agent experience through innovative WFM solutions.
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