At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.
Job Description The Direct Phone Sales Telephony and Support team is seeking a Product Manager / Consultant (IVR & Call Routing) to contribute to the definition, delivery, and ongoing evolution of our Interactive Voice Response (IVR) and Call Routing capabilities. This role is part of a team of Product Managers responsible for maximizing customer value and operational efficiency within our contact center.
This position emphasizes business strategy, operational alignment, and customer experience optimization, working closely with stakeholders across business, operations, IT, and vendor partners. The successful candidate will help ensure IVR and call routing solutions are effective, compliant, and continuously evolving to meet customer and enterprise needs.
Key Responsibilities Product Strategy & Lifecycle - 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.
Backlog & Delivery - 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.
Customer & Operational Advocacy - 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.
Discovery & Innovation - 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.
Metrics & Reporting - 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.
Collaboration & Compliance - 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.
Qualifications
Experience - 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.
- Insurance industry experience is a plus but not required.
Technical Aptitude - 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.
Other Skills - 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.
Skills Business Case Analyses, Call Center, Client Counseling, Communication, Compliance, Contact Center Operations, Product Management, Product Roadmapping
Compensation Compensation offered for this role is 0.00 - 0.00 annually and is based on experience and qualifications.
The candidate(s) offered this position will be required to submit to a background investigation.
Joining our team isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger - a winning team making a meaningful impact. Allstate generally does not sponsor individuals for employment-based visas for this position.
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
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