Senior Technical Program Manager

About the role

The Team We are seeking a Senior Technical Program Manager to join the Strategy, Analytics, and Operations team that supports GEICO’s Contact Center platforms.

The Role In this role, you’ll get to act as a trusted advisor to executive and senior leaders, helping translate strategy and technical concepts into clear business outcomes and confident decisions. You’ll get to lead cross functional planning, intake, prioritization, and sequencing, making sure teams stay aligned, and dependencies are thoughtfully managed. You’ll help guide the Contact Center strategy and roadmap, balancing investment, scalability, cost efficiency, and long-term business value. You’ll get to drive KPIs and success metrics, like adoption, time-to-market, and operational health. You’ll drive execution of complex, multiteam programs, managing risks, milestones, and change across engineering, product, and operations. Along the way, you’ll help ensure scalability and repeatability through strong documentation and operational practices.

Responsibilities

• Manage, orchestrate, and drive execution of the Contact Center roadmap.
• Ensure work stays aligned with business goals, architectural standards, risk and compliance requirements, emerging technology adoption, and long-term scalability.
• Support the coordinated delivery of capabilities that power how GEICO builds, secures, operates, and scales technology, including conversational AI, contact flow and routing, business enablement and productivity solutions.
• Work across cross-functional teams, managing dependencies, sequencing, and delivery across domains, enabling teams across the enterprise to deliver faster, operate reliably, and innovate with confidence.

Requirements

• Change agent mindset: Passion for improving how teams build, operate, and scale technology, with a focus on driving meaningful organizational transformation.
• Technical depth with business focus: Able to engage deeply with Engineering, Product and Business leaders while staying grounded in business outcomes and value.
• Data driven storytelling: Experienced in building and presenting dashboards, roadmaps, and impact stories using tools like PowerBI, Claude, Cursor or other internal visualization platforms.
• Proven delivery impact: A strong track record of driving high-impact initiatives, navigating ambiguity, managing risk and dependencies, and influencing measurable outcomes across technology, business, and product.
• Thrives in ambiguity: Comfortable operating in highly ambiguous, rapidly changing environments, with intention and focus in bringing clarity, structure, and momentum as priorities and conditions evolve.
• Empathetic guide and collaborator: Known for building trust, supporting inclusion, and creating environments where all teammates feel supported and able to do their best work.
• Exceptional communicator: Articulates complex technical topics to nontechnical and executive audiences through clear narratives and storytelling.

Qualifications

• Bachelor’s degree in Business, Computer Science, Information Systems, Engineering, related field or Contact Center experience.

Skills

• Experience with project management methodologies and tools.
• Strong communication and collaboration skills.
• Ability to influence and collaborate with cross-functional teams.
• Experience with agile methodologies and tools.
• Knowledge of software development lifecycle and IT infrastructure.

Benefits

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. 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.

Pay

Annual Salary $120,000.00 - $260,000.00

Schedule

Full-time