Product Owner III – CIAM Phone Channel IVR

🔥 22 hours ago

🇺🇸 United States – Remote

💵 $91k - $202.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

✅ Product Manager

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This company has sponsored H1B visas in the past.

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PNC

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1845

💸 Finance

🏦 Banking

👥 HR Tech

Finance • Banking • HR Tech

PNC is a diversified financial services firm that is committed to fostering an inclusive and accessible workplace. It offers a vibrant culture where employees can thrive, recognizing the importance of diversity and community involvement. PNC is dedicated to providing a supportive environment for career growth, and offers various opportunities for students, graduates, and veterans. It has been nationally recognized for its commitment to gender and disability equality and for being a top employer. PNC provides equal opportunities to all qualified individuals and ensures compliance with employment laws.

📋 Description

• Define and execute the CIAM roadmap for phone channel authentication (IVR + agent assist). • Lead transition from legacy authentication (KBA/security questions) to modern CIAM approaches using: Transmit FlexID orchestration, Pindrop fraud detection & voice intelligence. • Establish a risk-based authentication strategy tailored to phone interactions. • Align with enterprise identity, Zero Trust, and omnichannel authentication frameworks. • Own end-to-end IVR authentication flows including: Pre-authentication (call entry, ANI validation), Passive authentication (device/behavioral signals via FlexID), Voice-based risk scoring (Pindrop), Step-up authentication (OTP, callbacks, agent verification). • Partner with engineering to design low-friction, high-assurance journeys in IVR flows. • Ensure consistent identity decisions from IVR through agent handoff. • Implement and optimize controls to detect and mitigate: Account Takeover (ATO), IVR bot attacks and automation abuse, Social engineering in agent-assisted calls. • Define policies for dynamic step-up authentication based on real-time risk signals. • Serve as the primary liaison across: Contact Center Operations, Fraud/Risk teams, Information Security, Enterprise CIAM platform team, Architecture and Engineering. • Define and track KPIs, including: Authentication success and failure rates, Fraud detection/prevention rates, IVR containment rate, Agent handle time (AHT) impact, Step-up authentication frequency and success.

🎯 Requirements

• Product ownership or product management experience in: Identity & Access Management, Fraud, or Contact Center technologies • Direct experience with: IVR/call flows and telephony ecosystems • Authentication and identity verification in a phone channel • Strong understanding of: Risk-based authentication (RBA) • Account takeover prevention strategies • CIAM principles and orchestration layers • Experience working in Agile environments with cross-functional teams. • Hands-on experience with: Transmit Security (FlexID or similar orchestration platforms) • Pindrop (Protect, Passport, or voice intelligence solutions) • Experience implementing: Voice biometrics or passive voice authentication • Bot detection solutions in IVR • Familiarity with CIAM platforms such as Ping, Okta, ForgeRock, or Azure External ID • Experience in highly regulated industries (financial services, telecom, healthcare)

🏖️ Benefits

• medical/prescription drug coverage (with a Health Savings Account feature) • dental and vision options • employee and spouse/child life insurance • short and long-term disability protection • 401(k) with PNC match • pension and stock purchase plans • dependent care reimbursement account • back-up child/elder care • adoption, surrogacy, and doula reimbursement • educational assistance, including select programs fully paid • a robust wellness program with financial incentives • maternity and/or parental leave • up to 11 paid holidays each year • 9 occasional absence days each year, unless otherwise required by law • between 15 to 25 vacation days each year, depending on career level; and years of service