Product Management Senior Advisor

The Cigna Group•Remote,

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 teams to develop usable products that can scale with the business. The position sets product vision and strategy, identifies agent and customer needs, and leads products from research and planning through launch and ongoing improvement. It includes building AI-enabled tools such as agent copilots, suggested answers, case summaries, smart routing, and automated work steps, while ensuring these tools are clear, trusted, and accurate. The role also establishes product measures, monitors results, uses data to guide improvements, and communicates plans, progress, risks, and ideas to partners and leaders. The anticipated annual salary range is $113,200–$188,600, depending on relevant factors such as experience and geographic location. The role is also anticipated to be eligible for an annual bonus plan.

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 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 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 steps.
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 ways to improve agent effectiveness, support, and service quality.
Translate company and team goals into clear product outcomes.
Build business cases and prioritize work according to customer needs, business value, and company goals.
Talk with agents, team leads, managers, and customers to understand their needs.
Review workflows, service paths, and outcomes to identify opportunities for improvement.
Use feedback and data to test ideas and inform product decisions.
Keep up with trends in AI and customer service tools.
Lead teams through product research, planning, development, launch, and improvement.
Write product requirements, user stories, goals, and completion criteria.
Partner with Design to create simple, useful, accessible tools.
Partner with Engineering to ensure products are feasible, scalable, and delivered on schedule.
Plan product launches and help teams adopt new tools.
Plan and build AI tools for agents, including copilots, suggested answers, case summaries, smart routing, and automated workflows.
Ensure AI tools improve work while remaining clear, trusted, and accurate.
Use feedback and testing to improve AI tools.
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 select product updates and verify that changes are effective.
Build productive relationships with Operations, Customer Experience, Engineering, Design, Analytics, and leaders.
Communicate product plans, progress, risks, and ideas clearly.
Use facts and data to help leaders set company goals.