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. In this role, you will manage, orchestrate, and drive execution of the Contact Center roadmap.

Responsibilities

• 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, manage dependencies, sequencing, and delivery across domains, enabling teams across the enterprise to deliver faster, operate reliably, and innovate with confidence.
• Act as a trusted advisor to executive and senior leaders, helping translate strategy and technical concepts into clear business outcomes and confident decisions.
• Lead cross-functional planning, intake, prioritization, and sequencing, ensuring teams stay aligned, and dependencies are thoughtfully managed.
• Guide the Contact Center strategy and roadmap, balancing investment, scalability, cost efficiency, and long-term business value.
• Drive KPIs and success metrics, like adoption, time-to-market, and operational health.
• Drive execution of complex, multiteam programs, managing risks, milestones, and change across engineering, product, and operations.
• Help ensure scalability and repeatability through strong documentation and operational practices.

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

• Strong project management skills.
• Experience with agile methodologies.
• Excellent communication and collaboration skills.
• Ability to influence and collaborate with cross-functional teams.
• Proficiency in data analysis and visualization tools.

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

$120,000.00 - $260,000.00 per year

Schedule

Full-time

Benefits

Competitive pay, benefits, and flexibility to support your well-being and future.

GEICO Pledge

Great Company: Protecting customers through life’s twists and turns with innovation and integrity. Great Careers: Personalized development programs, mentorship, and certification assistance. Great Culture: Inclusive and collaborative culture rooted in shared success. Great Rewards: Competitive pay, benefits, and flexibility to support your well-being and future.

Equal Employment Opportunity

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled. GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able 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 all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.