We are looking for a Senior Product Manager, Agent Experience to help create tools and technology that make it easier for customer service agents and operations teams to do their jobs. In this role, you will work with teams across the company to improve processes, increase productivity, and enhance the overall experience for agents and customers. You will help plan, build, and improve products that use technology, data, and AI to support better service and business results.
Responsibilities:
Develop and support the product strategy, roadmap, and goals for agent experience tools and solutions.
Work with customer service agents, leaders, and business partners to understand challenges and identify opportunities for improvement.
Gather feedback, review data, and use insights to make product recommendations and decisions.
Lead product development from planning through launch and ongoing improvements.
Create clear product requirements and work closely with engineering, design, and business teams.
Help build and improve AI-powered tools such as agent assistants, knowledge recommendations, automated workflows, case summarization, and intelligent routing.
Monitor product performance and recommend improvements based on business results and user feedback.
Define and track key performance measures related to productivity, service quality, and operational efficiency.
Build strong partnerships with stakeholders across operations, customer experience, engineering, analytics, and leadership teams.
Communicate product plans, progress, risks, and opportunities to stakeholders in a clear and effective way.
Support continuous improvement efforts that enhance the experience of agents and customers.
Qualifications:
5+ years of product management experience.
Experience leading complex business applications, internal platforms, or operational tools.
Experience managing products throughout the full product lifecycle, from planning to launch and ongoing enhancements.
Experience working with customer support, contact centers, service operations, or workforce management teams.
Strong analytical and problem-solving skills.
Ability to use data to make business and product recommendations.
Strong communication, organization, and stakeholder management skills.
Experience working in Agile product development environments.
Bachelor's degree or equivalent work experience.
Preferred:
Experience building or managing AI, machine learning, or generative AI solutions.
Experience with CRM, ticketing, or customer service platforms.
Knowledge of agent productivity measures, service workflows, and operational performance metrics.
Experience using product analytics and testing tools to measure success.
MBA or other advanced degree in a related field.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
For this position, we anticipate offering an annual salary of 131,300 - 218,800 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
At The Cigna Group, you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.