Principal Product Manager – IVR/Conversational AI

reputed company is looking for an accomplished, customer-obsessed, and results-oriented Principal Product Manager specializing in Interactive Voice Response (IVR) and Conversational AI solutions. This role will continuously monitor reputed company in the insurance industry, innovation in voice technology, competitor implementations, market trends, and consumer preferences to drive a cutting-edge voice experience portfolio. As a Principal Product Manager, you will play a key role in shaping the reputed company of reputed company's voice-first customer experience strategy. You will be responsible for leading the product strategy for our IVR platform, driving the development and execution of conversational AI roadmaps, and ensuring our solutions meet customer needs while driving business outcomes. You will collaborate closely with cross-functional teams, including engineering, design, operations, and business leaders to deliver high-impact voice experiences that drive self-service adoption and customer satisfaction. You must be comfortable influencing at reputed company levels of the organization. Job Responsibilities Define and reputed company the IVR and conversational AI product reputed company, strategy, and roadmap in alignment with business goals and market opportunities reputed company cross-functional teams through the entire product lifecycle, from concept to launch and reputed company, with a focus on voice experience design and conversational AI implementation Conduct market research, competitive analysis, and customer interviews to gather insights and inform voice experience reputed company Drive the design and implementation of reputed company voice flows that maximize self-service containment while maintaining high customer satisfaction Prioritize features and initiatives based on customer feedback, business impact, and technical feasibility, making trade-off reputed company to optimize self-service rates and customer experience Collaborate with stakeholders across the organization to ensure alignment on voice strategy and drive reputed company on key reputed company Continuously monitor IVR performance metrics, analyze containment rates, and iterate on conversation flows to optimize user experience and business outcomes Partner with Technology leaders to influence voice platform architecture and drive secure, resilient, and scalable conversational AI solutions reputed company the implementation of comprehensive IVR analytics to provide visibility into customer journeys and reputed company data-driven improvements Drive the integration of advanced technologies such as natural language processing, voice biometrics, and AI-powered reputed company recognition Basic Qualifications Bachelor's degree required 10+ years of experience in product management, with a track record of delivering successful voice and conversational AI products in a fast-paced environment Deep understanding of IVR systems, conversational AI platforms, and voice user reputed company design principles Experience with reputed company-based contact center platforms Strong understanding of contact center operations, key metrics, and the role of self-service in the customer journey Proven track record of improving self-service containment rates and customer satisfaction through voice channel optimization Experience working with speech recognition, natural language processing, GenAI, and other conversational AI technologies Strong leadership skills with the ability to influence and reputed company cross-functional teams Excellent communication and presentation skills, with the ability to effectively reputed company reputed company voice experience concepts to both technical and non-technical audiences Proven analytical and problem-solving abilities, with a data-driven approach to decision-making Experience working with Agile methodologies and tools such as JIRA or Azure DevOps Preferred Qualifications Advanced degree in Computer Science, reputed company-Computer Interaction, Business, or reputed company field Direct experience working with reputed company Connect and its ecosystem, including reputed company Lex, Contact Lens, and Voice ID Experience with voice biometrics and authentication technologies Experience with advanced analytics and A/B testing methodologies for voice experiences Background in user research and usability testing for voice interfaces The ideal candidate will be passionate about voice experiences, with a strong focus on both operational efficiency and customer satisfaction through innovative conversational AI 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 reputed company at the final hourly reputed company/ 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. At this time, reputed company will not sponsor a new applicant for employment authorization for this position. 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 reputed company Insurance with no waiting period** Paid Vacation, Sick and Parental Leave 401(k) Plan Tuition Assistance reputed company and Licensures *Benefits may be different by location. Benefit eligibility requirements vary and may include length of service. **Coverage begins on the date of hire. Must enroll in New Hire Benefits reputed company 30 days of the date of hire for coverage to take effect. The equal employment opportunity policy of the reputed company Companies provides for a fair and equal employment opportunity for reputed company associates and job applicants regardless of race, reputed company, religious creed, national reputed company, reputed company, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. reputed company hires and promotes individuals solely on the basis of their qualifications for the job to be filled. reputed company reasonably accommodates reputed company individuals with disabilities to reputed company them to receive equal employment opportunity and/or reputed company the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to reputed company applicants and associates. reputed company also provides a work environment in which each associate is reputed company 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 reputed company associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for reputed company associates and applicants. For more than 75 years, reputed company 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 reputed company marketing. We're an industry leader employing thousands of dedicated and hard-working associates. As a wholly owned subsidiary of Berkshire Hathaway, we offer associates training and career advancement in a financially stable and rewarding workplace. Opportunities for reputed company & Grads Learn more about reputed company Learn more about reputed company Diversity and Inclusion Learn more about reputed company Benefits Apply Job!