Senior Product Leader, Agent Experience & AI Tools

The Cigna Group; Bloomfield (CT); Presencial; USD 131.000 - 219.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, vision, dental benefits

401(k)

Life insurance

Tuition reimbursement

Paid time off

Paid holidays

Descripción de la vacante

The Cigna Group seeks a Senior Product Management Senior Manager to steer Agent Experience tools that empower customer service teams. You will collaborate with Engineering, Design, Data Science, Customer Operations, and business partners to deliver user-friendly, scalable solutions.

Required include 5+ years in product management, leadership of complex internal platforms or enterprise tools, and a data-driven, agile mindset. Bachelor’s degree or equivalent hands-on experience is expected.

Formación

• 5+ years of product management experience.
• 2 years of leading complex internal platforms or enterprise products.
• Experience with internal systems or tools used by operations teams.
• Ability to take a product from idea to launch and improve it.
• Experience in customer support, contact centers, service operations, or workforce management.
• Ability to use data to drive product decisions.
• Strong speaking, writing, planning and partner management skills.
• Experience on an agile product team.
• Bachelor's degree or equivalent hands-on experience.

Responsabilidades

• Set long-term plan for Agent Experience products.
• Help agents work better, feel supported, and deliver quality service.
• Turn goals into clear product outcomes and roadmaps.
• Build business cases and prioritize work by customer needs and business value.
• Lead cross-functional teams through research, planning, building and launching products.
• Define product needs, user stories, goals and completion criteria.
• Collaborate with Design to create simple, useful tools.
• Coordinate with Engineering to ensure build readiness and timelines.
• Plan launches and drive user adoption of new tools.
• Develop AI-enabled solutions like copilots, suggested answers, and smart routing.

Conocimientos

Product management

Leadership

Data-driven decisions

Agile teams

Communication

Operations tooling

Customer support domain

Problem solving

Team collaboration

Educación

Bachelor's degree

Master's degree

Herramientas

CRM systems

Ticketing tools

Customer service platforms

Descripción del empleo

The Cigna Group seeks a Senior Product Management Senior Manager to steer Agent Experience tools that empower customer service teams. You will collaborate with Engineering, Design, Data Science, Customer Operations, and business partners to deliver user-friendly, scalable solutions.

Required include 5+ years in product management, leadership of complex internal platforms or enterprise tools, and a data-driven, agile mindset. Bachelor’s degree or equivalent hands-on experience is expected.