Senior Product Manager Advisor, Agent Experience – Agent Experience

Job Description

Product Management Senior Advisor | Cigna

The Tone:
This is a full-time role at Cigna, located remotely in the USA. The Cigna Group is dedicated to improving the health and vitality of those they serve through its divisions Cigna Healthcare and Evernorth Health Services. This role helps plan and build internal tools for customer service teams, enabling agents and operations to work faster and provide better service. By enhancing the agent experience, this position directly contributes to improving the lives of Cigna’s clients, customers, and patients.

The TL;DR
• Role: Full Time
• Location: Remote – USA
• Pay: $113200–$188600 yearly
• Mission: This person helps plan and build tools for customer service teams to improve agent efficiency and service quality.
• Tech Stack: AI, machine learning, generative AI, customer relationship management systems, ticketing tools, customer service platforms

What You’ll Actually Do
• Product Strategy: Collaborate with leaders to define the long-term vision for Agent Experience products, translating company and team goals into clear product outcomes and building business cases.
• Customer Discovery: Engage directly with agents, team leads, managers, and customers to understand their needs, reviewing work steps and service paths to identify opportunities for improvement.
• Product Execution: Lead teams through the entire product lifecycle, from research and planning to building, launching, and iterating on products, ensuring clear requirements and collaboration with Design and Engineering.
• AI Solutions: Plan and develop advanced AI tools, such as agent copilots, suggested answers, case summaries, smart routing, and automatic work steps, to enhance agent efficiency while ensuring clarity, trust, and accuracy.
• Performance Measurement: Establish clear goals and metrics for agent work and service quality, tracking product performance, testing changes, and building dashboards to demonstrate business results and confirm updates.

The Must-Haves
• Background: Bachelor’s degree or equivalent hands-on experience, with a core understanding of product management principles for internal platforms, enterprise products, or operational tooling.
• Experience: At least 5 years of product management experience, including a minimum of 2 years leading complex internal platforms or operational tooling, and specific experience in customer support, contact centers, service operations, or workforce management. This includes the proven ability to take a product from its initial idea through to launch and continuous improvement.
• Skills: Ability to utilize data effectively for product decision-making, clear speaking, writing, and planning skills, strong partner management capabilities, and practical experience working on an agile product team.
• Bonus: Experience building products that incorporate AI, machine learning, or generative AI, familiarity with customer relationship management systems, ticketing tools, or customer service platforms, knowledge of agent work measures, operations goals, and service steps, and experience with product idea testing and product data tools. A Master’s degree in business or a related field is also preferred.