Principal Product Manager - Contact Center Workforce Management

Company: Geico
Location: Washington
Posted on: November 6, 2024

Job Description:

Principal Product Manager - Contact Center Workforce Management
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.
      
      Annual Salary
      $143,000.00 - $224,000.00
      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.
      Benefits:
      As an Associate, you'll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, 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
        
        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 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.
        About Us
        For more than 75 years, GEICO has stood out from the rest of the insurance industry! We are one of the nation's largest and fastest-growing auto insurers thanks to our low rates, outstanding service and clever marketing.
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Keywords: Geico, Silver Spring , Principal Product Manager - Contact Center Workforce Management, Executive , Washington, Maryland