Senior Product Management Advisor

🕒 il y a 19 jours

🇺🇸 États-Unis – Télétravail

💵 $113 200 - $188 600 / an

⏰ Temps Plein

🟠 Senior

✅ Responsable Produit

👻 Score fantôme 0%

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• Ouverte depuis 20 jours.
• Les offres de cette entreprise sont généralement pourvues en 21 jours.

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The Cigna Group

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10 000+ employés

Fondée en 1982

🏥 Santé

⚕️ Assurance santé

💊 Pharmaceutique

Healthcare • Healthcare Insurance • Pharmaceuticals

Le Groupe Cigna est une entreprise mondiale de santé engagée à améliorer la santé et la vitalité de ses clients, assurés et patients. Avec ses deux divisions, Cigna Healthcare et Evernorth Health Services, l'entreprise se concentre sur l'amélioration de la qualité de vie grâce aux services de santé et à la gestion des prestations pharmaceutiques. Le Groupe Cigna est dédié à des pratiques éthiques dans le domaine de la santé et de l'intelligence artificielle, et s'efforce de créer des changements positifs dans le système de santé. Il met également l'accent sur ses responsabilités environnementales, sociales et de gouvernance (ESG), visant à promouvoir l'équité en matière de santé et à stimuler l'innovation dans la prestation de soins de santé.

Description

• Set the long-term product strategy and vision for Agent Experience products • Identify ways to improve agent productivity, support, and service quality • Translate company and team goals into measurable 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 paths, outcomes, feedback, and data to identify improvements • Monitor artificial intelligence and customer service technology trends • Lead product research, planning, development, launch, and continuous improvement • Write product requirements, user stories, goals, and acceptance criteria • Partner with Design to create simple, useful, and accessible tools • Partner with Engineering to ensure products are feasible, scalable, and 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 improve work • Use feedback and testing to improve AI tool performance • Define 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 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 • Preferred: experience building products using AI, machine learning, or generative AI • Preferred: experience with customer relationship management systems, ticketing tools, or customer service platforms • Preferred: knowledge of agent work measures, operations goals, and service steps • Preferred: experience testing product ideas and using product data tools • Preferred: master's degree in business or a related field • Home internet through cable broadband or fiber optic service with at least 10 Mbps download and 5 Mbps upload

🏖️ 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 arrangement • Cable broadband or fiber optic internet requirement for home working

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