Product Management Senior Advisor

The Cigna Group; Bloomfield (CT); On-site; USD 113,000 - 189,000; Full time

Benefits offered by this job

Medical benefits

Vision benefits

Dental benefits

401(k)

Life insurance

Tuition reimbursement

Paid time off

Paid holidays

Job summary

The Cigna Group is seeking a Senior Product Manager Advisor for Agent Experience. You will partner with Engineering, Design, Data Science, and Operations to plan, build, and launch tools that boost agent productivity and service quality.

You will guide product strategy, create business cases, and drive data-driven decisions while aligning with company goals. A strong background in agile environments and customer operations is essential.

Qualifications

• At least 5 years of product management experience.
• 2 years of leading complex internal platforms, enterprise products or operational tooling.
• Experience with internal systems, business products, or tools used by operations teams.
• Ability to take a product from an idea to launch and then improve it.
• Experience in customer support, a contact center, service operations, or workforce management.
• Ability to use data to make product choices.
• Clear speaking, writing, planning, and partner management skills.
• Experience working on an agile product team.
• Bachelor's degree or equal hands-on experience.

Responsibilities

• Set long-term plan for Agent Experience products.
• Help agents work better and provide quality service.
• Turn goals into clear product results.
• Build business cases and choose work based on customer needs and value.
• Lead teams through research, planning, build, launch, and improvement.
• Write clear product needs, user stories, goals, and acceptance criteria.
• Collaborate with Design to ensure usable tools.
• Work with Engineering to ensure buildability and schedule.
• Plan product launches and enable adoption.
• Plan and build AI tools to assist agents.

Skills

Product management

Leadership

Data-driven

Agile

Communication

Education

Bachelor's degree or equal hands-on experience

Job description

Our people make all the difference in our success.

The Senior Product Manager Advisor, Agent Experience helps plan and build tools for customer service teams. These tools help agents and operations teams work faster and provide better service.

You will work with Engineering, Design, Data Science, Customer Operations, and business partners. Together, you will build tools that are easy to use and can grow with the business. You should understand product management, agent work, and how to solve hard business problems.

Responsibilities

Product Strategy and Vision

• Work with leaders to set the long-term plan for Agent Experience products.
• Find ways to help agents work better, feel supported, and provide quality service.
• Turn company and team goals into clear product results.
• Build business cases and choose work based on customer needs, business value, and company goals.

Learning About Customer Needs

• Talk with agents, team leads, managers, and customers to learn what they need.
• Review work steps, service paths, and results to find ways to improve.
• Use feedback and data to test ideas and make choices.
• Keep up with trends in artificial intelligence (AI) and customer service tools.

Building and Launching Products

• Lead teams as they research, plan, build, launch, and improve products.
• Write clear product needs, user stories, goals, and rules for when work is complete.
• Work with Design to make tools simple, useful, and easy to access.
• Work with Engineering to make sure products can be built, can grow, and stay on schedule.
• Plan product launches and help teams learn and use new tools.

AI and Automation Experience

• Plan and build AI tools that help agents do their work. These may include agent copilots, suggested answers, case summaries, smart routing, and automatic work steps.
• Make sure AI tools improve work while staying clear, trusted, and accurate.
• Use feedback and testing to improve how the AI tools work.

Data and Results

• Set clear goals and measures for agent work, service quality, and team results.
• Track how products work and test changes to make them better.
• Build dashboards and reports that show business results.
• Use data to choose updates and confirm that changes work.

Working with Partners

• Build good working relationships with Operations, Customer Experience, Engineering, Design, Analytics, and leaders.
• Clearly share the product plan, progress, risks, and new ideas.
• Use facts and data to help leaders set company goals.

Qualifications

Required

• At least 5 years of product management experience.
• 2 Years of leading complex internal platforms, enterprise products or operational tooling.
• Experience with internal systems, business products, or tools used by operations teams.
• Ability to take a product from an idea to launch and then improve it.
• Experience in customer support, a contact center, service operations, or workforce management.
• Ability to use data to make product choices.
• Clear speaking, writing, planning, and partner management skills.
• Experience working on an agile product team.
• Bachelor's degree or equal hands‑on experience.

Preferred

• Experience building products that use AI, machine learning, or generative AI.
• Experience with customer relationship management systems, ticketing tools, or customer service platforms.
• Knowledge of agent work measures, operations goals, and service steps.
• Experience testing product ideas and using product data tools.
• Master's degree in business or a related field.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 113,200 - 188,600 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health.

Starting on day one of your employment, you’ll be offered several health‑related benefits including medical, vision, dental, and well‑being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence.

• medical
• vision
• dental
• well‑being and behavioral health programs
• 401(k)
• company paid life insurance
• tuition reimbursement
• a minimum of 18 days of paid time off per year
• paid holidays
• leaves of absence

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

If you need a reasonable accommodation to complete the online application process, please email [e-mail] for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco‑free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.