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.
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
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.
Requirements
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
Additional Information
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 in Pittsburgh, PA; Cleveland, OH; Birmingham, AL; Dallas, TX; Denver, CO or Phoenix, AZ.
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.
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.
Pnc · Pittsburgh, PA