Product Manager, Voice & Contact Center Experience
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Job Description
Product Manager leading the development of IVR journeys and voice experiences at Cigna. Collaborating across teams to enhance customer interactions and drive measurable outcomes.
Responsibilities:
- Own the product backlog and end-to-end delivery of IVR journeys and conversational voice experiences
- Translate customer needs, business objectives, and operational requirements into clear product requirements and user stories
- Partner with engineering, analytics, and operations teams to deliver scalable, reliable voice solutions
- Use data and customer feedback to identify opportunities and drive continuous improvement (e.g., containment rates, transfer rates, authentication success, customer satisfaction)
- Support the transition from traditional menu-based IVR to intent-based, conversational (agentic) voice experiences
- Ensure solutions meet privacy, regulatory, and operational requirements
- Communicate progress, risks, and trade-offs effectively to stakeholders and leadership
Requirements:
- 3+ years of experience in Product Management or a related digital product role
- Bachelor’s degree in a quantitative or technical field (e.g., Computer Science, Engineering, Analytics, Information Systems, Economics, Statistics) OR Master’s degree in a related field OR MBA with a quantitative focus
- Demonstrated ability to translate business needs into actionable product requirements
- Experience owning and delivering product features or capabilities end-to-end
- Strong cross-functional collaboration skills with the ability to influence without formal authority
Benefits:
- medical, vision, dental, and well-being and behavioral health programs
- 401(k)
- company paid life insurance
- tuition reimbursement
- a minimum of 18 days of paid time off per year
- paid holidays
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