Product Owner III - CIAM Phone Channel IVR

Stellenbeschreibung:

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Product Owner III within PNC’s Technology organization, you will be based remotely.

Role Summary

The Product Owner for CIAM – Phone Channel is responsible for defining and delivering secure, low‑friction customer identity and authentication experiences across IVR and agent‑assisted channels. This role owns the strategy, roadmap, and execution of identity capabilities leveraging platforms such as Transmit Security (FlexID) and Pindrop, ensuring strong fraud prevention, seamless customer experiences, and alignment with enterprise CIAM standards. The leader will drive modernization of IVR authentication, reducing reliance on legacy knowledge‑based verification while implementing risk‑based, device‑aware, and voice intelligence‑driven authentication strategies.

Key Responsibilities

Product Strategy & Roadmap. 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 and Pindrop fraud detection & voice intelligence. Establish a risk‑based authentication strategy tailored to phone interactions and align with enterprise identity, Zero Trust, and omnichannel authentication frameworks.
Authentication & Identity Orchestration (IVR). 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), and step‑up authentication (OTP, callbacks, agent verification). Partner with engineering to design low‑friction, high‑assurance journeys in IVR flows and ensure consistent identity decisions from IVR through agent handoff.
Fraud Prevention & Risk Management. Implement and optimize controls to detect and mitigate account takeover, IVR bot attacks, automation abuse, and social engineering in agent‑assisted calls. Leverage Pindrop for voice intelligence, call risk scoring, spoof detection, and anomaly detection, and Transmit FlexID for identity orchestration, device intelligence, and adaptive authentication. Define policies for dynamic step‑up authentication based on real‑time risk signals and partner with Fraud, Call Centers, and Security teams to continuously tune detection thresholds and reduce false positives.
Backlog Ownership & Agile Delivery. Own and maintain a prioritized backlog of CIAM features across IVR and contact center platforms. Write clear epics and stories covering authentication flows, risk decisioning logic, and integration points (IVR, Pindrop, FlexID, CRM, agent desktop). Partner with engineering teams to deliver integrations across telephony/IVR platforms, Transmit Security platform services, and Pindrop APIs and event streams, managing cross‑team dependencies and ensuring release readiness.
Stakeholder Management. Serve as the primary liaison across Contact Center Operations, Fraud/Risk teams, Information Security, Enterprise CIAM platform team, and Architecture & Engineering. Ensure solutions balance security, customer experience, and operational efficiency (e.g., AHT, containment). Support executive updates and communicate roadmap, performance, and risk posture.
Data, Analytics & Optimization. Define and track KPIs such as authentication success and failure rates, fraud detection/prevention rates, IVR containment rate, agent handle time impact, and step‑up authentication frequency and success. Use Pindrop and FlexID insights to continuously optimize authentication journeys and support A/B testing of authentication strategies to reduce friction and improve security outcomes.

Required Qualification

Product ownership or product management experience in Identity & Access Management, Fraud, or Contact Center technologies.
Direct experience with IVR/call flows and telephony ecosystems and authentication and identity verification in a phone channel.
Strong understanding of risk-based authentication, account takeover prevention strategies, and CIAM principles and orchestration layers.
Experience working in Agile environments with cross‑functional teams.

Preferred Qualifications

Hands‑on experience with Transmit Security (FlexID or similar orchestration platforms) and Pindrop (Protect, Passport, or voice intelligence solutions).
Experience implementing voice biometrics or passive voice authentication and bot detection solutions in IVR.
Familiarity with CIAM platforms such as Ping, Okta, ForgeRock, or Azure External ID.
Experience in highly regulated industries such as financial services, telecom, or healthcare.

Core Competencies

Strong balance of security mindset and customer experience focus.
Ability to translate fraud risk into actionable product decisions.
Systems thinking across IVR, identity, and backend orchestration.
Executive-level communication and stakeholder alignment.
Data-driven decision-making and continuous optimization.

What Success Looks Like

Reduced fraud losses and measurable improvement in fraud detection rates.
Seamless, low‑friction authentication experiences in IVR.
Decreased reliance on knowledge-based authentication.
Improved IVR containment and reduced agent handle time.
Fully integrated identity orchestration across Pindrop, Transmit FlexID, and the IVR ecosystem.

Remote Work Note

This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home‑based workspace. Occasional in‑office participation may be required based on business needs.

Visa & Sponsorship

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law. This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877‑968‑7762 and say “Workday” for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

California Residents

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