Product Owner III – CIAM Phone Channel IVR

Job 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 • 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. 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