Product Management Senior Advisor

Cigna Healthcare•New Jersey Work at Home, NJ

4d•$113,200 - $188,600

About The Position

The Senior Product Manager Advisor, Agent Experience helps plan and build tools for customer service agents and operations teams so they can work more efficiently and provide better service. The role partners with Engineering, Design, Data Science, Customer Operations, and business stakeholders to create usable, scalable products. It requires knowledge of product management, agent work, and solving complex business problems. The role sets product strategy and vision, researches agent and customer needs, and leads products from discovery through launch and ongoing improvement. It includes planning AI and automation tools such as agent copilots, suggested answers, case summaries, smart routing, and automated work steps, while ensuring those tools are clear, trusted, and accurate. The position also establishes and tracks measures of agent effectiveness, service quality, and business results, and communicates product plans, progress, risks, and ideas to partners and leaders. The anticipated annual salary is $113,200–$188,600, depending on relevant factors including experience and geographic location. The position is anticipated to be eligible for an annual bonus plan. The Cigna Group offers health-related benefits beginning on the first day of employment, including medical, vision, dental, and well-being and behavioral health programs, as well as 401(k), company-paid life insurance, tuition reimbursement, at least 18 days of paid time off per year, paid holidays, and leaves of absence. For occasional or permanent home work, an internet connection through cable broadband or fiber optic service with speeds of at least 10 Mbps download and 5 Mbps upload is required.

Requirements

At least 5 years of product management experience.
2 years of experience 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 through launch and subsequent improvement.
Experience in customer support, a contact center, service operations, or workforce management.
Ability to use data to make product decisions.
Clear speaking, writing, planning, and partner-management skills.
Experience working on an agile product team.
Bachelor's degree or equivalent hands-on experience.

Nice To Haves

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 workflows.
Experience testing product ideas and using product data tools.
Master's degree in business or a related field.

Responsibilities

Work with leaders to set the long-term plan for Agent Experience products.
Identify opportunities to help agents work better, feel supported, and provide quality service.
Translate company and team goals into clear product outcomes.
Build business cases and prioritize work based on customer needs, business value, and company goals.
Talk with agents, team leads, managers, and customers to understand their needs.
Review workflows, service paths, and results to identify opportunities for improvement.
Use feedback and data to test ideas and make product decisions.
Keep up with trends in artificial intelligence and customer service tools.
Lead teams through product research, planning, development, launch, and continuous improvement.
Write product requirements, user stories, goals, and completion criteria.
Partner with Design to create simple, useful, and accessible tools.
Partner with Engineering to ensure products are feasible, scalable, and delivered on schedule.
Plan product launches and help teams adopt and learn new tools.
Plan and build AI tools for agent work, potentially including copilots, suggested answers, case summaries, smart routing, and automated workflows.
Ensure AI tools improve work while remaining clear, trusted, and accurate, and use feedback and testing to improve them.
Set goals and measures for agent work, service quality, and team results.
Track product performance and test changes to improve outcomes.
Build dashboards and reports that show business results.
Use data to choose product updates and verify that changes are effective.
Build working relationships across Operations, Customer Experience, Engineering, Design, Analytics, and leadership.
Communicate product plans, progress, risks, and ideas clearly.
Use facts and data to help leaders set company goals.