Senior Product Manager — Agent Experience & AI Tools

Cigna Health and Life Insurance Company; New Jersey; Hybrid; USD 113,000 - 189,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Tuition reimbursement

Paid time off

Job summary

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.

Responsibilities

• 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.

Skills

Product management

Data-driven decisions

Agile methodologies

Stakeholder management

Cross-functional collaboration

Customer support domain knowledge

Communication skills

Education

Bachelor's degree or equivalent experience

Master's degree preferred

Tools

CRM systems

Ticketing tools

Customer service platforms

Job description

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.