Product Manager – Voice Customer Experience - Hybrid

Cigna Group•Austin, TX

8d•Hybrid

About The Position

Transform the Future of Healthcare Conversations At Cigna, we're reimagining how customers connect with us and navigate their healthcare journey. Every voice interaction is an opportunity to make healthcare simpler, faster, and more personal. As a Product Manager on our Voice Customer Experience team, you will help modernize the contact center experience by delivering intuitive self-service capabilities, reducing customer effort, and improving access to support for millions of customer interactions each year. This role is ideal for a product professional who enjoys solving complex customer problems, partnering across teams, and turning insights into meaningful business outcomes.

Requirements

3+ years of experience in Product Management or a related digital product role.
Experience delivering customer-facing digital products, features, workflows, or self-service experiences.
Demonstrated ability to translate customer and business needs into clear product requirements.
Experience using data, insights, and performance metrics to guide decisions and measure success.
Strong collaboration, communication, and stakeholder management skills.
Ability to work effectively with cross-functional teams in a fast-paced environment.

Nice To Haves

Experience with IVR platforms, contact center technologies, voice applications, or self-service solutions.
Experience improving customer journeys, conversational experiences, or digital engagement channels.
Experience working in a regulated industry such as healthcare, insurance, or financial services.
Bachelor's degree in a quantitative, technical, or business-related field; advanced degree such as an MBA is a plus.
Familiarity with Agile product development methodologies and backlog management.

Responsibilities

Own and prioritize the product backlog for voice experiences, IVR journeys, and self-service capabilities to deliver measurable customer and operational value.
Translate customer needs, business objectives, and operational requirements into clear product requirements and actionable delivery plans.
Partner with engineering, analytics, operations, and business teams to build scalable, reliable, and customer-centered voice solutions.
Use customer feedback, analytics, and performance metrics to identify opportunities and improve outcomes such as containment, authentication success, transfer reduction, and customer satisfaction.
Advance the evolution from traditional menu-based IVR experiences to intent-driven and conversational voice interactions.
Balance customer experience, operational efficiency, regulatory requirements, and privacy standards when evaluating solutions and priorities.
Communicate product vision, progress, risks, and tradeoffs effectively to stakeholders and leadership.
Continuously evaluate product performance and recommend enhancements that improve customer outcomes and business results.