Senior Product Manager - Agent Experience & AI Tools

Cigna Healthcare; Williamstown (NJ); On-site; USD 113,000 - 189,000; Full time

Benefits offered by this job

Medical benefits

Vision benefits

Dental benefits

Well-being programs

401(k) retirement plan

Life insurance

Tuition reimbursement

Paid time off

Paid holidays

Leaves of absence

Job summary

The Cigna Group is seeking a Senior Product Manager Advisor for Agent Experience to collaborate with Engineering, Design, Data Science, and Customer Operations. You will shape strategy, write user stories, and guide cross-functional teams to deliver tools that boost agent efficiency and service quality.

Ideal candidates have 5+ years in product management, agile experience, and familiarity with AI-enabled customer service. This role emphasizes data-driven decision making and measurable outcomes.

Qualifications

• Minimum 5 years in product management.
• 2+ years leading complex internal platforms or enterprise tools.
• Experience with internal systems used by operations.
• Ability to take a product from idea to launch.
• Experience in customer support or workforce management.
• Data-driven decision making.
• Strong spoken and written communication.
• Experience on an agile product team.
• Bachelor's degree or equivalent hands-on experience.
• Preferred: AI/ML experience in products.
• Preferred: CRM or ticketing tools experience.
• Preferred: Master's in business or related field.

Responsibilities

• Set long-term plan for Agent Experience products.
• Identify ways to help agents work better and provide quality service.
• Translate goals into product results and roadmaps.
• Lead cross-functional teams across design, engineering, and analytics.
• Define user stories, needs, goals, and completion criteria.
• Plan launches and adoption for new tools.
• Build AI tools for agents with clarity and accuracy.
• Create dashboards and reports to measure outcomes.

Skills

Product management

Leadership experience

Data-driven decisions

Customer support systems

Agile methodology

Communication skills

Idea to launch

Education

Bachelor's degree or equivalent hands-on experience

Master's degree (preferred)

Tools

CRM systems

Ticketing tools

Customer service platforms

Job description

The Cigna Group is seeking a Senior Product Manager Advisor for Agent Experience to collaborate with Engineering, Design, Data Science, and Customer Operations. You will shape strategy, write user stories, and guide cross-functional teams to deliver tools that boost agent efficiency and service quality.

Ideal candidates have 5+ years in product management, agile experience, and familiarity with AI-enabled customer service. This role emphasizes data-driven decision making and measurable outcomes.