Servicing Product Manager, Managing Director

The Cigna Group • Richmond, VA

4d

About The Position

The Product Strategy Managing Director for Enterprise Operations & Contact Center Technology is a strategic leadership role responsible for driving the vision, development, and optimization of Cigna’s Enterprise Operations and contact center technology products and platforms. In this capacity, the MD leads the end-to-end product strategy for all systems enabling customer and provider interactions (Back office, call centers, digital contact channels, self-service platforms, etc.), ensuring they deliver exceptional user experiences, and business value. The Managing Director will champion a product roadmap that leverages modern technology (including AI/ML and cloud-based solutions) to improve customer service outcomes, operational efficiency, and scalability. This role serves as the bridge between business needs and technical execution, aligning diverse stakeholders on a common vision and ensuring that Cigna’s contact center capabilities remain cutting-edge and customer centric.

Requirements

• 15+ years in product management and enterprise technology leadership.
• Proven success leading large-scale platform implementations and product portfolios.
• Deep expertise in contact center technologies and service operations.
• Strong technical fluency in cloud platforms, Data, CRM, APIs, and AI/ML applications.
• Bachelor’s degree required; MBA or technical master’s preferred.

Nice To Haves

• Software Engineering background and experience
• Strategic thinker with a customer-first mindset and strong business acumen
• Excellent communicator and influencer across technical and non-technical audiences
• Experience in regulated industries (healthcare, insurance, Finance)
• Familiarity with platforms like Genesys, Cisco, AWS Connect, Salesforce

Responsibilities

• Develop and own the product vision and multi-year roadmap for Enterprise Operations including Contact Center, ensuring alignment with enterprise goals and customer experience strategy
• Lead the delivery of omnichannel service capabilities including voice, chat, messaging, and self-service tools, with a focus on usability, scalability, and performance
• Drive the adoption of AI and automation technologies (e.g., virtual assistants, intelligent routing, speech analytics) to improve service efficiency and personalization
• Collaborate with engineering, architecture, and infrastructure teams to ensure technical feasibility, security, and compliance across all product initiatives
• Partner with operations, customer service, and business stakeholders to gather requirements, prioritize features, and ensure product-market fit
• Oversee platform modernization efforts, including cloud migration, vendor selection, and integration of CRM and workforce management systems
• Define and monitor key performance indicators (KPIs) such as CSAT, NPS, first contact resolution (FCR), average handle time (AHT), and platform uptime
• Lead cross-functional product teams, providing mentorship, performance management, and career development for product managers and analysts
• Establish governance processes for intake, prioritization, and change management across the contact center product portfolio
• Champion customer-centric design and ensure that agent and customer experiences are intuitive, efficient, and consistent across channels
• Communicate product strategy, progress, and outcomes to executive leadership and contribute to enterprise-wide digital transformation initiatives
• Manage vendor relationships and contracts related to contact center platforms and tools, ensuring alignment with product goals and service-level expectations.

Benefits

• 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 and paid holidays.
• For more details on our employee benefits programs, click here.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager