The Cigna Group

Senior Manager, Product Management – Call Routing & Voice Experience

The Cigna Group

full-time

Posted on:

Location Type: Hybrid

Location: Bloomfield • Colorado, Connecticut, New Jersey, Pennsylvania, Virginia • 🇺🇸 United States

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Salary

💰 $133,900 - $223,100 per year

Job Level

Senior

Tech Stack

AWSAzureCloudGoogle Cloud Platform

About the role

  • Champion human-centered design by creating IVR and call routing experiences that are simple, accessible and personalized.
  • Align product strategy with Evernorth’s goals to deliver measurable business impact, focusing on operational excellence and member engagement.
  • Lead the adoption of modern telephony platforms, cloud-native solutions and AI-driven routing to build resilient, scalable systems.
  • Analyze complex workflows, identify pain points and implement solutions that reduce friction and improve service quality.
  • Inspire and guide cross-functional teams—engineering, design, operations, and analytics—to deliver innovative voice solutions and foster organizational alignment.

Requirements

  • 5+ years of experience in product management, with a focus on customer engagement or voice technologies
  • 3+ years working with telephony platforms, IVR systems, and cloud-native technologies (AWS, Azure, or GCP)
  • Bachelor’s degree in a quantitative or technical field (Computer Science, Engineering, Information Systems or related discipline)
  • Experience with call routing strategies, IVR design and integration with CRM or contact center platforms
  • Familiarity with speech recognition, natural language processing and secure voice authentication
  • Proven ability to translate business objectives into technology-driven solutions that enhance customer experience
  • Strong understanding of compliance and security standards in healthcare technology.
Benefits
  • medical, vision, dental, and well-being and behavioral health programs
  • 401(k) with company match
  • company paid life insurance
  • tuition reimbursement
  • a minimum of 18 days of paid time off per year
  • paid holidays

Applicant Tracking System Keywords

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

Hard skills
product managementcustomer engagementvoice technologiestelephony platformsIVR systemscloud-native technologiescall routing strategiesIVR designspeech recognitionnatural language processing
Soft skills
leadershipcross-functional team collaborationorganizational alignmentanalytical skillsproblem-solvingcommunication