Senior Product Management Advisor

The Cigna Group

. Set the long-term product strategy and vision for Agent Experience products .

Posted 10/23/2026full-timeRemote • United StatesSenior💰 $113,200 - $188,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in product management with a focus on agent experience, leveraging data-driven decision-making to enhance productivity and service quality. Proficient in leading cross-functional teams to develop and launch AI-driven tools that meet customer needs and align with business goals.

Highest-signal resume keywords

Product Management ExperienceAgile Product DevelopmentAI Tool DevelopmentData-Driven Decision MakingCustomer Support Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Product StrategyUser Story WritingMetrics DefinitionProduct Launch PlanningWorkflow ImprovementBusiness Case DevelopmentPerformance TrackingAI IntegrationCustomer Experience AnalysisOperational Tooling

Soft Skills

Clear CommunicationPartner ManagementPlanning SkillsCollaborationLeadership

Tools & Technologies

Customer Relationship Management SystemsTicketing ToolsData ToolsAI TechnologiesAnalytics Platforms

Certifications & Qualifications

Bachelor's DegreeMaster's Degree (Preferred)

Industry Keywords

Agent ExperienceService OperationsContact CenterWorkforce ManagementEnterprise Products

About the role

Key responsibilities & impact

Set the long-term product strategy and vision for Agent Experience products
Identify ways to improve agent productivity, support, and service quality
Translate company and team goals into measurable product outcomes
Build business cases and prioritize work based on customer needs, business value, and company goals
Interview agents, team leads, managers, and customers to understand needs
Review workflows, service paths, outcomes, feedback, and data to identify improvements
Monitor artificial intelligence and customer service technology trends
Lead product research, planning, development, launch, and continuous improvement
Write product requirements, user stories, goals, and acceptance criteria
Partner with Design to create simple, useful, and accessible tools
Partner with Engineering to ensure products are feasible, scalable, and on schedule
Plan product launches and support adoption of new tools
Plan and build AI tools such as agent copilots, suggested answers, case summaries, smart routing, and automated workflows
Ensure AI tools are clear, trusted, accurate, and improve work
Use feedback and testing to improve AI tool performance
Define metrics for agent work, service quality, and team results
Track product performance and test changes
Build dashboards and reports showing business results
Use data to prioritize updates and validate outcomes
Collaborate with Operations, Customer Experience, Engineering, Design, Analytics, and leadership
Communicate product plans, progress, risks, and ideas
Use facts and data to help leaders set company goals

Requirements

What you’ll need

At least 5 years of product management experience
2 years of 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 an 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 equal hands-on experience
Preferred: experience building products using AI, machine learning, or generative AI
Preferred: experience with customer relationship management systems, ticketing tools, or customer service platforms
Preferred: knowledge of agent work measures, operations goals, and service steps
Preferred: experience testing product ideas and using product data tools
Preferred: master's degree in business or a related field
Home internet through cable broadband or fiber optic service with at least 10 Mbps download and 5 Mbps upload

Benefits

Comp & perks

Annual bonus plan eligibility
Medical insurance
Vision insurance
Dental insurance
Well-being and behavioral health programs
401(k)
Company-paid life insurance
Tuition reimbursement
Minimum of 18 days of paid time off per year
Paid holidays
Leaves of absence
Remote work arrangement
Cable broadband or fiber optic internet requirement for home working