Product Owner III - CIAM Phone Channel IVR

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 in Pittsburgh, PA; Cleveland, OH; Birmingham, AL; Dallas, TX; Denver, CO or Phoenix, AZ., 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.

This 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

1. Product Strategy & Roadmap
2. Define and execute the CIAM roadmap for phone channel authentication (IVR + agent assist).
3. 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.
• 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)

? 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.
• Fraud Prevention & Risk Management
• Implement and optimize controls to detect and mitigate:

? Account Takeover (ATO)

? IVR bot attacks and automation abuse

? Social engineering in agent-assisted calls

• Leverage:

? Pindrop for voice intelligence, call risk scoring, spoof detection, and anomaly detection

? Transmit FlexID for identity orchestration, device intelligence, and adaptive authentication

• Define policies for dynamic step-up authentication based on real-time risk signals.
• 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 including:

? Authentication flows

? Risk decisioning logic

? Integration points (IVR, Pindrop, FlexID, CRM, agent desktop)

• Partner with engineering teams to deliver integrations across:

? Telephony/IVR platforms (e.g., Genesys, NICE, Verint, Cisco, SBC's, Avaya)

? Transmit Security platform services

? Pindrop APIs and event streams

• Manage cross-team dependencies and ensure release readiness.
• Stakeholder Management
• Serve as the primary liaison across:

? Contact Center Operations

? Fraud/Risk teams

? Information Security

? Enterprise CIAM platform team

? Architecture and Engineering

• Ensure solutions balance security, customer experience, and operational efficiency (AHT, containment).
• Support executive updates and communicate roadmap, performance, and risk posture.
• Data, Analytics & Optimization
• 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

• Use Pindrop and FlexID insights to continuously optimize authentication journeys.
• Support A/B testing of authentication strategies to reduce friction and improve security outcomes., * 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 + IVR ecosystem

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position., * Owns the vision and definition of the product. Serves as the voice of the Customer. Ensures the Scrum Team(s) effort is concentrated on the right priorities based on business value.

• Defines and conveys the vision to the team(s) in order to address client requirements to ensure a successful product for business objectives.
• Accountable for the creation of and the integrity of the product backlog. Prioritizes and leads grooming of the product backlog.
• Works closely with the Scrum Master(s) and development team(s), to ensure the right items are focused on during the development process. Primary point of contact for questions from the team(s) and is empowered to make decisions.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

• 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.

Preferred Qualifications

• 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)

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, Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Accountability, Customer Solutions, Data Visualization, Identity Access Management (IAM), Interactive Voice Response (IVR), Prioritization, Scrum, User Experience (UX) Design

Competencies

Agile Development, Business Acumen, Design Thinking, Effective Communications, Innovation, Interpersonal Relationships, IT Standards, Procedures & Policies, Managing Multiple Priorities, Organizational Leadership, Planning and Organizing, Solutions Development

Work Experience

Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. Specific certifications are often required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: 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.

In addition, PNC generally provides the following paid time off, depending on your eligibility: 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.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com .