Product Manager / Consultant (IVR & Call Routing)

Product Manager / Consultant (IVR & Call Routing)

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.

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

Customer & Operational Advocacy

Discovery & Innovation

Metrics & Reporting

Collaboration & Compliance

Qualifications

Experience

Technical Aptitude

Other Skills

Skills

Business Case Analyses, Call Center, Client Counseling, Communication, Compliance, Contact Center Operations, Product Management, Product Roadmapping

Compensation offered for this role is $95,700.00 - 170,925.00 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.