Senior Product Manager - Agent Experience & AI Tools

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 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.