Senior Product Management Advisor
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Job Description
Senior Product Management Advisor building AI-powered tools for customer service agents at Cigna, a healthcare services company. Leading strategy, launches, automation, and data-driven product improvements.
Responsibilities:
- 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:
- 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:
- 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
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