Product Management Senior Manager
Job Location:
Bloomfield, CT - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
We are looking for a Senior Product Manager Agent Experience to help create tools and technology that make it easier for customer service agents and operations teams to do their this role you will work with teams across the company to improve processes increase productivity and enhance the overall experience for agents and customers. You will help plan build and improve products that use technology data and AI to support better service and business results.
Develop and support the product strategy roadmap and goals for agent experience tools and solutions.
Work with customer service agents leaders and business partners to understand challenges and identify opportunities for improvement.
Gather feedback review data and use insights to make product recommendations and decisions.
Lead product development from planning through launch and ongoing improvements.
Create clear product requirements and work closely with engineering design and business teams.
Help build and improve AI-powered tools such as agent assistants knowledge recommendations automated workflows case summarization and intelligent routing.
Monitor product performance and recommend improvements based on business results and user feedback.
Define and track key performance measures related to productivity service quality and operational efficiency.
Build strong partnerships with stakeholders across operations customer experience engineering analytics and leadership teams.
Communicate product plans progress risks and opportunities to stakeholders in a clear and effective way.
Support continuous improvement efforts that enhance the experience of agents and customers.
5 years of product management experience.
Experience leading complex business applications internal platforms or operational tools.
Experience managing products throughout the full product lifecycle from planning to launch and ongoing enhancements.
Experience working with customer support contact centers service operations or workforce management teams.
Strong analytical and problem-solving skills.
Ability to use data to make business and product recommendations.
Strong communication organization and stakeholder management skills.
Experience working in Agile product development environments.
Bachelors degree or equivalent work experience.
Experience building or managing AI machine learning or generative AI solutions.
Experience with CRM ticketing or customer service platforms.
Knowledge of agent productivity measures service workflows and operational performance metrics.
Experience using product analytics and testing tools to measure success.
MBA or other advanced degree in a related field.
If you will be working at home occasionally or permanently the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.For this position we anticipate offering an annual salary of 131300 - 218800 USD / yearly depending on relevant factors including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
At The Cigna Group youll enjoy a comprehensive range of benefits with a focus on supporting your whole health. Starting on day one of your employment youll 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 paid holidays and leaves of absence. For more details on our employee benefits programs click here.
About The Cigna Group
Doing something meaningful starts with a simple decision a commitment to changing lives. At The Cigna Group were dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services we are committed to enhancing the lives of our clients customers and patients. Join us in driving growth and improving lives.Qualified applicants will be considered without regard to race color age disability sex childbirth (including pregnancy) or related medical conditions including but not limited to lactation sexual orientation gender identity or expression veteran or military status religion national origin ancestry marital or familial status genetic information status with regard to public assistance citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you need a reasonable accommodation to complete the online application process please email for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama Alaska Arizona Arkansas Delaware Florida Georgia Hawaii Idaho Iowa Kansas Maryland Massachusetts Michigan Nebraska Ohio Pennsylvania Texas Utah Vermont and Washington State.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances.
Required Experience:
Senior Manager
About Company
Cigna Healthcare offers health insurance plans such as medical and dental to individuals and employers, international health insurance, and Medicare coverage.
