Senior Product Manager, Agent Experience & AI Tools

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

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.