Senior Product Management Advisor

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $113.2k - $188.6k / year

⏰ Full Time

🟠 Senior

✅ Product Manager

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The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

🛡️ Insurance

Healthcare • Insurance

The Cigna Group is a global health services company that provides medical, dental, pharmacy, behavioral and supplemental insurance products and benefits to individuals, families, employers, brokers, providers and Medicare beneficiaries. It offers employer-sponsored group plans, individual and family plans (including Open Enrollment offerings), Medicare, international health insurance covering more than 200 countries, and digital member services through the myCigna platform (including telehealth and claims management). Its products are delivered through operating subsidiaries such as Cigna Health and Life Insurance Company and other regional affiliates.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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