Senior Product Management Advisor

The Cigna Group

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

Posted 10/24/2026full-timeRemote • United StatesSenior💰 $113,200 - $188,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in product management with a focus on AI tools and customer service platforms, leveraging data-driven decision-making to enhance agent effectiveness and service quality. Proven ability to lead cross-functional teams through the entire product lifecycle from ideation to launch and continuous improvement.

Highest-signal resume keywords

Product Management ExperienceAI Tool DevelopmentAgile Product Team ExperienceCustomer Relationship Management SystemsData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product StrategyUser Story WritingBusiness Case DevelopmentWorkflow ImprovementPerformance TrackingAcceptance Criteria DefinitionData AnalysisProduct Launch PlanningTesting Product IdeasAgent Work Measures

Soft Skills

Clear CommunicationPartner ManagementPlanning SkillsLeadershipCollaboration

Tools & Technologies

Customer Service PlatformsTicketing ToolsBusiness ProductsInternal SystemsAnalytics Tools

Certifications & Qualifications

Bachelor's DegreeMaster's Degree in Business

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 effectiveness, support, and service quality
Translate company and team goals into clear 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 journeys, and outcomes to identify improvements
Use feedback and data to test ideas and make decisions
Monitor trends in artificial intelligence and customer service tools
Lead teams through product research, planning, development, launch, and improvement
Write product requirements, user stories, goals, and acceptance criteria
Partner with Design and Engineering to create scalable, usable tools and deliver 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 effective
Use feedback and testing to improve AI tools
Define goals and 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 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
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

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 option
Cable broadband or fiber optic internet service with minimum speeds of 10Mbps download/5Mbps upload for home-based work