Allstate · 16 hours ago
Product Manager / Consultant (Interactive Voice Response (IVR) & Call Routing)
United States
Full-time
Remote
Mid Level
$0/yr - $0/yr
3+ years expAllstate is a company that has been protecting families and their belongings for over 90 years. They are seeking a Product Manager / Consultant to define, deliver, and evolve their IVR and Call Routing capabilities, focusing on customer experience and operational efficiency within their contact center.
BankingFinanceFinancial ServicesInsuranceInsurTechVenture Capital
No H1B
Responsibilities
Contribute to the product vision and roadmap for IVR and call routing, aligning with enterprise customer experience and operational strategies
Collaborate with fellow Product Managers to manage the lifecycle of IVR and routing features: ideation, requirements gathering, design, testing, launch, adoption, and ongoing optimization
Provide input to leadership to help guide investment decisions and prioritize initiatives that deliver measurable business and customer value
Support backlog management by helping translate business problems into prioritized product initiatives, user stories, and acceptance criteria
Partner with Agile/Scrum teams to deliver high-quality features and enhancements in alignment with roadmap priorities
Provide timely feedback on iterations to ensure product outcomes meet business objectives
Represent the 'voice of the customer' and contact center operations during product discussions and solution design
Participate in user research, journey mapping, and discovery workshops to validate assumptions and improve call flow design
Advocate for usability, accessibility, and compliance in IVR design to ensure all solutions meet regulatory and customer needs
Engage in discovery and test-and-learn activities to validate new features and routing strategies
Stay informed about industry trends (AI-driven IVR, predictive routing, real-time translation) and provide recommendations on applicability
Partner with peers and vendors to explore adoption of emerging CCaaS capabilities
Help define, track, and report on key performance indicators (KPIs) such as IVR containment rate, routing accuracy, call deflection, handle time impact, and customer satisfaction (NPS/CSAT)
Collaborate with analytics teams to derive actionable insights from call journey data, customer feedback, and operational metrics
Support pilots or A/B tests to measure feature performance prior to large-scale rollout
Work closely with IT, compliance, legal, and security teams to ensure adherence to regulatory and data protection requirements (e.g., PCI, state-level regulations)
Partner with Workforce Management (WFM), Quality Management (QM), and analytics teams to align routing strategies with agent utilization and customer satisfaction goals
Contribute to training and enablement efforts that prepare operational teams for changes in call flow or routing logic
Qualification
Required
3–5 years of experience in Product Management, Business Analysis, or a related role, with a focus on IVR and call routing systems
Experience with Contact Center as a Service (CCaaS) platforms (Amazon Connect strongly preferred; Genesys, NICE CXone, Five9, or Avaya a plus)
Demonstrated success working on cross-functional initiatives with operations, IT, compliance, and vendor partners
Familiarity with IVR design principles, call routing strategies, and integrations with CRM, WFM, QM, and analytics tools
Understanding of AI/ML applications in contact centers (natural language IVR, predictive routing, speech analytics, real-time agent assistance)
Ability to interpret data dashboards and apply insights to improve routing strategies and customer outcomes
Strong analytical and problem-solving skills, with ability to support definition and tracking of KPIs
Excellent communication and collaboration skills, with proven ability to work effectively as part of a Product Management team
Experience in Agile/Scrum environments; knowledge of SAFe or other scaled agile frameworks a plus
Business acumen with the ability to balance customer experience, operational efficiency, and compliance requirements
Experience with ad-hoc reporting tools, such as SQL, is a plus
Preferred
Insurance industry experience is a plus but not required
Company
Allstate
Allstate is an insurance company that offers car, home, and life insurance services. It is a sub-organization of Allstate.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$500M2024-06-24Post Ipo Debt· $500M
2014-01-13Post Ipo Equity
1993-06-11IPO
Leadership Team
Jonathan Adkisson
SVP & General Manager - Direct Distribution
Guy Hill
Executive Vice President, Product Management
Recent News
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