Product Manager - Customer Technologies

Product Manager, Delivery & Customer Engagement Analytics  

About the job 

You will be working on GEICO’s platform for creating and activating customer communications and marketing campaigns. We are evolving into a modern customer engagement platform, helping teams reach the right customers with relevant experiences across channels, with growing emphasis on self serve usability, multi channel orchestration, AI engagement, and enterprise grade reliability. 

This Product Manager role owns the delivery and AI driven optimization layer, how messages get sent, whether sends succeed, what users see when something goes wrong, and whether teams can understand and improve engagement performance. You will bring dedicated product focus to "AI assisted messaging delivery, customer engagement analytics, and optimization, three capabilities that are essential to platform trust and customer outcomes. 

You will drive automation and simplification in delivery and reporting workflows, improve execution visibility so users can diagnose and resolve issues with less operational support, and partner on reliability and observability requirements that help users trust what the platform is doing. You will also help mature the platforms multi-channel delivery capabilities as the platform expands beyond its core channels. 

This role is ideal if you enjoy working closely with engineering on execution systems, partnering with business users on reporting and performance insights, and turning complex delivery and analytics problems into clear, usable product experiences. You will partner with peer product managers across journey, content, and customer data domains to ensure the platform delivers end to end with confidence. 

If you want to help GEICO send customer engagement with confidence and prove that it worked, we are looking for you. 

This is a hybrid position, requiring on-site presence 2-3 days a week at one of the following locations:  Palo Alto, CA; Seattle, WA; Bethesda, MD.

Key Responsibilities 

Product vision & strategy 

• Define and evolve the product vision, strategy, and roadmap for messaging delivery and customer engagement analytics 

• Connect delivery and analytics capabilities to measurable engagement performance, including send success, failure resolution, reporting adoption, and campaign and journey effectiveness 

• Translate business, technical, and operational requirements into clear product strategies and actionable features 

Messaging delivery 

• Own product direction for messaging delivery capabilities across email, SMS, push, and emerging channels 

• Improve execution visibility by surfacing send status, failures, and actionable diagnostics in product 

• Partner with engineering on delivery architecture, dependencies, and reliability patterns without owning orchestration or audience definition 

AI driven delivery & optimization 

• Define product direction for AI assisted and agentic capabilities in messaging delivery, including orchestration support, send time optimization, and intelligent troubleshooting 

• Partner with AI engineering to turn engagement performance data into actionable recommendations, insights, and optimization workflows for campaign and journey teams 

• Identify high value automation opportunities across delivery monitoring, failure resolution, and performance improvement loops 

• Ensure AI capabilities are transparent, trustworthy, and usable for business users, with clear guardrails in a regulated, high volume environment 

• Collaborate with peer product managers to connect delivery and analytics AI capabilities with journey, content, and customer data workflows without duplicating ownership 

Customer engagement analytics 

• Own campaign and journey reporting and analytics, helping teams understand performance and optimize engagement 

• Simplify how users access, interpret, and act on engagement data with less manual reporting and operational dependency 

• Define analytics requirements that connect upstream orchestration and content decisions to downstream outcomes 

Channel expansion 

• Help mature push and other emerging channel capabilities from a product and operations perspective 

• Partner with peer PMs to ensure new channels integrate cleanly with content creation and journey orchestration workflows 

Platform trust & reliability 

• Define user facing reliability and observability requirements for delivery and analytics, including safeguards, limits, and operational transparency 

• Partner with platform engineering and operations teams on reliability initiatives while owning the product experience and user expectations 

• Contribute to broader platform trust goals, including clearer error handling and more self serve operational workflows 

Automation & simplification 

• Reduce friction in delivery monitoring, failure triage, and reporting workflows through automation and better product design 

• Drive self serve experiences that help users resolve delivery issues and access performance insights without unnecessary escalation 

• Balance ease of use with the safeguards and governance required in a regulated, high volume environment 

Discovery, delivery & measurement 

• Lead discovery with campaign managers, marketing operations, analytics users, and engineering partners 

• Prioritize features based on customer impact, reliability risk, business value, and effort using qualitative insight and quantitative data 

• Define KPIs for delivery success and analytics adoption, and manage work through the full product lifecycle from discovery to measurement 

Cross functional partnership 

• Partner with journey, content, and customer data product managers to ensure delivery and analytics integrate cleanly across the engagement stack 

• Contribute to shared platform initiatives by owning the delivery and measurement slice of end to end experiences 

• Does not own journey orchestration, audience and customer data, or content creation, but ensures delivery and analytics work effectively with those capabilities 

What success looks like in year one 

• High impact manual delivery and reporting workflows replaced with reliable, in product automation and clearer user workflows 

• Core delivery status and reporting experiences redesigned for clarity, so users understand what sent, what failed, and what to do next 

• Campaign and journey analytics become a trusted way for teams to measure engagement performance 

• Roadmap priorities tied to measurable gains in send reliability, failure visibility, reporting adoption, and time to insight 

• User facing reliability requirements for delivery defined and progressing in partnership with engineering and operations teams 

• Meaningful progress on multi channel delivery maturity in partnership with peer product teams 

Growth path 

This Product Manager role owns a critical part of the platforms engagement stack, the capabilities that send, measure, and validate customer engagement. Strong performers grow into deeper ownership of multi channel delivery and analytics, and toward Senior Product Manager scope as the platform expands orchestration, channel coverage, and reliability expectations. 

Qualifications 

Required 

• 5+ years of product management experience, with meaningful focus on messaging delivery, martech operations, campaign analytics, or related customer engagement domains 

• Proven experience delivering platform or internal product capabilities in complex, cross functional environments 

• Understanding of messaging execution and the operational realities of campaign and journey delivery at scale 

• Experience with analytics, reporting, or measurement products that help users turn data into action 

• Demonstrated ability to simplify complex workflows and reduce manual operational work through better product experiences 

• Ability to partner effectively with engineering, operations, design, and business stakeholders 

• Strong communication and stakeholder management skills 

• Experience defining KPIs and using data to inform prioritization and product decisions 

• Bachelor’s degree or equivalent practical experience 

Preferred 

• Experience with enterprise messaging, marketing automation, or customer engagement platforms 

• Familiarity with push, mobile, web, or other digital engagement channels 

• Exposure to reliability, observability, or operational transparency product requirements in partnership with platform engineering teams 

• Experience in regulated industries or high volume customer communications 

• Working knowledge of SQL, data tools, or reporting systems 

• Advanced degree or relevant product or martech certifications