The Cigna Group

Senior Product Manager – Omnichannel Operations, Service Enablement

The Cigna Group

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $110,700 - $184,500 per year

Job Level

Senior

Tech Stack

SQLTableau

About the role

  • Partner with operations, logistics, and customer service teams to identify workflow inefficiencies and service gaps.
  • Build and enhance internal tools that streamline processes and improve frontline team productivity.
  • Integrate AI capabilities into omnichannel platforms to support chatbots, automated email responses, smart routing, and video-assisted service.
  • Collaborate with data science and engineering teams to deploy machine learning models that improve customer interactions and operational decision-making.
  • Ensure consistent customer experiences across digital, in-store, and support channels.
  • Design features that enable seamless transitions between channels, preserving context and personalization.
  • Own the roadmap for service enablement tools and AI-powered features. Translate operational needs into scalable product solutions, working closely with engineering, design, and AI teams.
  • Act as the voice of service and operations in product planning and prioritization. Facilitate feedback loops between frontline teams and product development to ensure alignment and responsiveness.
  • Define KPIs for operational efficiency, AI adoption, and service quality. Use data to validate improvements, monitor usage, and iterate on solutions.

Requirements

  • 5+ years of product management experience, ideally in retail, logistics, or customer service environments.
  • Experience deploying AI or automation tools in customer service or operational contexts.
  • Strong understanding of omnichannel systems, CRM platforms, and service workflows.
  • Excellent communication and stakeholder management skills.
  • Analytical mindset with experience in data tools (e.g., Tableau, Power BI, SQL).
  • Familiarity with agile methodologies and service design principles.
  • Bonus Points: Experience with conversational AI platforms, NLP, or video-based support tools. Background in operations, customer support, or field enablement. Passion for empowering teams and improving service outcomes through technology.
Benefits
  • Comprehensive range of health-related benefits including 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 managementAI deploymentautomation toolsomnichannel systemsCRM platformsdata analysisTableauPower BISQLagile methodologies
Soft skills
communicationstakeholder managementanalytical mindsetcollaborationfeedback facilitationproblem-solvingteam empowermentresponsivenesscontext preservationpersonalization