Senior Manager, Product Management - Call Routing & Voice Experience
About The Position
At Evernorth Health Services, we’re transforming healthcare through technology and data. As a Sr. Manager, Product Management for Call Routing and IVR, you’ll drive innovation in customer engagement platforms, making it easier for millions to access care. Join us to shape intuitive, efficient and empathetic voice solutions that truly make a difference. Responsibilities Champion human-centered design by creating IVR and call routing experiences that are simple, accessible and personalized. Align product strategy with Evernorth’s goals to deliver measurable business impact, focusing on operational excellence and member engagement. Lead the adoption of modern telephony platforms, cloud-native solutions and AI-driven routing to build resilient, scalable systems. Analyze complex workflows, identify pain points and implement solutions that reduce friction and improve service quality. Inspire and guide cross-functional teams—engineering, design, operations, and analytics—to deliver innovative voice solutions and foster organizational alignment.
Requirements
- 5+ years of experience in product management, with a focus on customer engagement or voice technologies.
- 3+ years working with telephony platforms, IVR systems, and cloud-native technologies (AWS, Azure, or GCP).
Nice To Haves
- Bachelor’s degree in a quantitative or technical field (Computer Science, Engineering, Information Systems or related discipline).
- Experience with call routing strategies, IVR design and integration with CRM or contact center platforms.
- Familiarity with speech recognition, natural language processing and secure voice authentication.
- Proven ability to translate business objectives into technology-driven solutions that enhance customer experience.
- Strong understanding of compliance and security standards in healthcare technology.
Responsibilities
- Champion human-centered design by creating IVR and call routing experiences that are simple, accessible and personalized.
- Align product strategy with Evernorth’s goals to deliver measurable business impact, focusing on operational excellence and member engagement.
- Lead the adoption of modern telephony platforms, cloud-native solutions and AI-driven routing to build resilient, scalable systems.
- Analyze complex workflows, identify pain points and implement solutions that reduce friction and improve service quality.
- Inspire and guide cross-functional teams—engineering, design, operations, and analytics—to deliver innovative voice solutions and foster organizational alignment.
Benefits
- We want you to be healthy, balanced, and feel secure. That’s why 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) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.
- For more details on our employee benefits programs, visit Life at Cigna Group .
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Number of Employees
5,001-10,000 employees
