Product Manager, Voice & Contact Center Experience

🔥 0 minutes ago

🏈 Alabama, Alaska, +16 more states – Remote

🏈 Alabama – Remote 🐻 Alaska – Remote 🌵 Arizona – Remote 🐊 Florida – Remote 🌺 Hawaii – Remote 🥔 Idaho – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🌾 Nebraska – Remote 🏈 Ohio – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote 🔔 Pennsylvania – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🍁 Vermont – Remote ☕ Washington – Remote

💵 $109.7k - $182.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare Insurance • Pharmaceuticals

The Cigna Group is a global health company committed to improving the health and vitality of its clients, customers, and patients. With its two divisions, Cigna Healthcare and Evernorth Health Services, the company focuses on enhancing quality of life through healthcare services and pharmacy benefits management. The Cigna Group is dedicated to ethical practices in healthcare and artificial intelligence, and strives to create positive change in the healthcare system. It also emphasizes its Environmental, Social, and Governance (ESG) responsibilities, aiming to impact health equity and foster innovation in healthcare delivery.

📋 Description

• Own the product backlog and end-to-end delivery of IVR journeys and conversational voice experiences • Translate customer needs, business objectives, and operational requirements into clear product requirements and user stories • Partner with engineering, analytics, and operations teams to deliver scalable, reliable voice solutions • Use data and customer feedback to identify opportunities and drive continuous improvement (e.g., containment rates, transfer rates, authentication success, customer satisfaction) • Support the transition from traditional menu-based IVR to intent-based, conversational (agentic) voice experiences • Ensure solutions meet privacy, regulatory, and operational requirements • Communicate progress, risks, and trade-offs effectively to stakeholders and leadership

🎯 Requirements

• 3+ years of experience in Product Management or a related digital product role • Bachelor’s degree in a quantitative or technical field (e.g., Computer Science, Engineering, Analytics, Information Systems, Economics, Statistics) OR Master’s degree in a related field OR MBA with a quantitative focus • Demonstrated ability to translate business needs into actionable product requirements • Experience owning and delivering product features or capabilities end-to-end • Strong cross-functional collaboration skills with the ability to influence without formal authority

🏖️ Benefits

• medical, vision, dental, and well-being and behavioral health programs • 401(k) • company paid life insurance • tuition reimbursement • a minimum of 18 days of paid time off per year • paid holidays