Senior Product Management Advisor

🔥 0 minutes 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

Founded 1982

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare • 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

• 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

🎯 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 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

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