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PNC

Founded over 150 years ago, PNC is a financial services corporation that works with retail, business, and corporate clients and has assets totaling more than $2

Product Owner III – CIAM Phone Channel IVR

Product ManagerProduct ManagerFull TimeRemoteSeniorTeam 55,000Since 1865Company Site

Location

United States

Posted

32 days ago

Salary

$91K - $202.8K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglishAzure

Job Description

Product Owner III – CIAM Phone Channel IVR

PNC

• 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 • Partner with Fraud, Call Centers, and Security teams to continuously tune detection thresholds and reduce false positives. • Manage cross-team dependencies and ensure release readiness.

Job 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
  • paid time off

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