Product Management Senior Advisor

Cigna Healthcare; New York (NY); Hybrid; USD 113,000 - 189,000; Full time

Benefits offered by this job

Health benefits (medical, vision, and

Dental

401(k)

Tuition reimbursement

PTO 18 days

Paid holidays

Leaves of absence

Job summary

The Cigna Group is seeking a Senior Product Manager Advisor for Agent Experience to shape tools for customer service teams. You will partner with Engineering, Design, Data Science, and business units to plan, build, and launch solutions that help agents serve customers faster and with greater quality.

You will oversee strategy, prioritize work, and apply data to decisions, including AI-enabled copilots, smart routing, and case summaries.

Qualifications

• 5+ years of product management experience.
• 2+ years leading complex internal platforms or enterprise tooling.
• Experience with internal systems used by operations teams.
• Ability to take a product from idea to launch and iterate.
• Experience in customer support, contact centers, or operations.
• Data-driven decision making and measurement.
• Clear written and verbal communication; strong partnering skills.
• Experience on an agile product team.
• Bachelor's degree or equivalent hands-on experience.

Responsibilities

• Define product strategy and long-term vision for Agent Experience.
• Collaborate with leaders to set plans and priorities.
• Identify ways to help agents work more effectively and deliver quality service.
• Translate goals into clear product outcomes and user stories.
• Build business cases and prioritize work by customer value and impact.
• Talk to agents and customers to learn needs and validate ideas.
• Review processes and results to identify improvements and opportunities.
• Leverage AI and automation to enhance agent work while maintaining trust and accuracy.
• Lead cross-functional teams through research, development, launch, and iteration.
• Create dashboards and reports to show business results and impact.
• Partner with Operations, CX, Engineering, Design, and Analytics.

Skills

Product mgmt

Leadership

Data-driven

Agile

Customer ops

Communication

Partnership mgmt

Education

Bachelor's degree or equivalent

Job description

Senior Product Manager Advisor, Agent Experience

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 NeedsTalk 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 ProductsLead 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 ResultsSet 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 PartnersBuild 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.

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.
• 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.

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.

If you need a reasonable accommodation to complete the online application process, please email

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.