Product Management Senior Advisor

Cigna Health and Life Insurance Company; New Jersey; Hybride; USD 113 000 - 189 000; Plein temps

Avantages offerts par ce poste

Health benefits

401(k) plan

Tuition reimbursement

Paid time off

Résumé du poste

The Cigna Group is hiring a Senior Product Manager Advisor, Agent Experience to plan and build tools for customer service teams. You’ll collaborate with Engineering, Design, Data Science, Customer Operations, and business partners to deliver user-friendly tools that scale with the business.

Responsibilities include setting strategy, learning customer needs, leading end-to-end product delivery, and building AI-enabled features to support agents while maintaining trust and accuracy.

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.

Responsabilités

• Product strategy and vision development for Agent Experience products.
• Learn customer needs by talking with agents, team leads, managers, and customers.
• Lead teams through researching, planning, building, launching, and improving products.
• Plan and build AI tools to help agents, ensuring trust and accuracy.
• Set goals, track results, and build dashboards to show business impact.
• Collaborate with Operations, Customer Experience, Engineering, Design, Analytics, and leadership.

Connaissances

Product management

Data-driven decisions

Agile methodologies

Stakeholder management

Cross-functional collaboration

Customer support domain knowledge

Communication skills

Formation

Bachelor's degree or equivalent experience

Master's degree preferred

Outils

CRM systems

Ticketing tools

Customer service platforms

Description du poste

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.
• Required: 2 Years of leading complex internal platforms, enterprise products or operational tooling.
• Required: Experience with internal systems, business products, or tools used by operations teams.
• Required: Ability to take a product from an idea to launch and then improve it.
• Required: Experience in customer support, a contact center, service operations, or workforce management.
• Required: Ability to use data to make product choices.
• Required: Clear speaking, writing, planning, and partner management skills.
• Required: Experience working on an agile product team.
• Required: Bachelor's degree or equal hands‑on experience.
• Preferred: Experience building products that use AI, machine learning, or generative AI.
• Preferred: Experience with customer relationship management systems, ticketing tools, or customer service platforms.
• Preferred: Knowledge of agent work measures, operations goals, and service steps.
• Preferred: Experience testing product ideas and using product data tools.
• Preferred: Master's degree in business or a related field.
• Remote Eligibility: 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.
• Salary: 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.
• Bonus: This role is also anticipated to be eligible to participate in an annual bonus plan.

Benefits

• 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.

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.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

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.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.

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

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.