Senior Product Management Advisor

🕒 il y a 18 jours

🇺🇸 États-Unis – Télétravail

💵 $113 200 - $188 600 / an

⏰ Temps Plein

🟠 Senior

✅ Responsable Produit

👻 Score fantôme 0%

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• Ouverte depuis 19 jours.
• Les offres de cette entreprise sont généralement pourvues en 21 jours.

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The Cigna Group

Site WebLinkedInTous les Emplois

10 000+ employés

🏥 Santé

🛡️ Assurance

Healthcare • Insurance

Le Groupe Cigna est une entreprise mondiale de services de santé qui propose des produits et avantages d'assurance médicale, dentaire, pharmaceutique, comportementale et complémentaire aux particuliers, familles, employeurs, courtiers, prestataires de soins et bénéficiaires de Medicare. Il offre des plans de groupe parrainés par l'employeur, des plans individuels et familiaux (y compris les offres d'Inscription Ouverte), Medicare, une assurance maladie internationale couvrant plus de 200 pays, et des services numériques aux membres via la plateforme myCigna (y compris la télésanté et la gestion des réclamations). Ses produits sont fournis par le biais de filiales opérationnelles telles que Cigna Health and Life Insurance Company et d'autres affiliés régionaux.

Description

• Set the long-term product strategy and vision for Agent Experience products • Identify ways to improve agent effectiveness, support, and service quality • Translate company and team goals into clear product outcomes • Build business cases and prioritize work based on customer needs, business value, and company goals • Interview agents, team leads, managers, and customers to understand needs • Review workflows, service journeys, and outcomes to identify improvements • Use feedback and data to test ideas and make decisions • Monitor trends in artificial intelligence and customer service tools • Lead teams through product research, planning, development, launch, and improvement • Write product requirements, user stories, goals, and acceptance criteria • Partner with Design and Engineering to create scalable, usable tools and deliver on schedule • Plan product launches and support adoption of new tools • Plan and build AI tools such as agent copilots, suggested answers, case summaries, smart routing, and automated workflows • Ensure AI tools are clear, trusted, accurate, and effective • Use feedback and testing to improve AI tools • Define goals and metrics for agent work, service quality, and team results • Track product performance and test changes • Build dashboards and reports showing business results • Use data to prioritize updates and validate outcomes • Collaborate with Operations, Customer Experience, Engineering, Design, Analytics, and leadership • Communicate product plans, progress, risks, and ideas • Use facts and data to help leaders set company goals

🎯 Exigences

• 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 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 • Experience building products that use AI, machine learning, or generative AI • Experience with customer relationship management systems, ticketing tools, or customer service platforms • Knowledge of agent work measures, operations goals, and service steps • Experience testing product ideas and using product data tools • Master's degree in business or a related field

🏖️ Avantages

• Annual bonus plan eligibility • Medical insurance • Vision insurance • Dental insurance • Well-being and behavioral health programs • 401(k) • Company-paid life insurance • Tuition reimbursement • Minimum of 18 days of paid time off per year • Paid holidays • Leaves of absence • Remote work option • Cable broadband or fiber optic internet service with minimum speeds of 10Mbps download/5Mbps upload for home-based work

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