Product Management Senior Manager - Agent Experience

Cigna Health and Life Insurance Company; Bloomfield (CT); On-site; USD 131,000 - 219,000; Full time

Benefits offered by this job

Medical

Vision

Dental

Well-being programs

401(k)

Company paid life insurance

Tuition reimbursement

Paid time off

Paid holidays

Leaves of absence

Job summary

The Cigna Group in the United States seeks a Senior Manager for Agent Experience to plan and build tools that empower customer service teams. You will collaborate with Engineering, Design, Data Science, and Operations to deliver AI-enabled solutions that enhance service quality and agent efficiency.

You will lead initiatives from idea through launch, establish strong metrics, and ensure tools scale with business needs, while partnering with leaders across functions.

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.
• If you will be working at home occasionally or permanently, internet speeds of at least 10Mbps down/5Mbps up.

Responsibilities

• Define product strategy and long-term vision for Agent Experience products.
• Engage with agents, team leads, managers, and customers to learn needs.
• Lead cross-functional teams to research, build, launch, and improve products.
• Plan and implement AI tools like copilots, suggested answers, and smart routing.
• Set measurable goals and track product performance with dashboards and reports.
• Collaborate with Operations, CX, Engineering, Design, Analytics to align plans.

Skills

Product management

Leadership

Data analysis

Agile

Communication

Stakeholder management

Agent operations knowledge

Problem solving

Education

Bachelor's degree or equivalent experience

Master's degree (preferred)

Tools

CRM systems

Ticketing tools

Customer service platforms

Job description

The Senior Product Management Senior Manager, 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.
• 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.

Qualifications: 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.

For this position, we anticipate offering an annual salary of 131,300 - 218,800 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

• Medical
• Vision
• Dental
• Well-being and behavioral health programs
• 401(k)
• Company paid life insurance
• Tuition reimbursement
• 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 [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 in a manner consistent with all federal, state and local ordinances.