The Cigna Group

Product Manager, Managing Director

The Cigna Group

full-time

Posted on:

Location Type: Hybrid

Location: Richmond • Virginia • 🇺🇸 United States

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Salary

💰 $200,500 - $334,100 per year

Job Level

Lead

Tech Stack

AWSCloud

About the role

  • Develop and own the product vision and multi-year roadmap for Enterprise Operations including Contact Center, ensuring alignment with enterprise goals and customer experience strategy
  • Lead the delivery of omnichannel service capabilities including voice, chat, messaging, and self-service tools, with a focus on usability, scalability, and performance
  • Drive the adoption of AI and automation technologies (e.g., virtual assistants, intelligent routing, speech analytics) to improve service efficiency and personalization
  • Collaborate with engineering, architecture, and infrastructure teams to ensure technical feasibility, security, and compliance across all product initiatives
  • Partner with operations, customer service, and business stakeholders to gather requirements, prioritize features, and ensure product-market fit
  • Oversee platform modernization efforts, including cloud migration, vendor selection, and integration of CRM and workforce management systems
  • Define and monitor key performance indicators (KPIs) such as CSAT, NPS, first contact resolution (FCR), average handle time (AHT), and platform uptime
  • Lead cross-functional product teams, providing mentorship, performance management, and career development for product managers and analysts
  • Establish governance processes for intake, prioritization, and change management across the contact center product portfolio
  • Champion customer-centric design and ensure that agent and customer experiences are intuitive, efficient, and consistent across channels
  • Communicate product strategy, progress, and outcomes to executive leadership and contribute to enterprise-wide digital transformation initiatives
  • Manage vendor relationships and contracts related to contact center platforms and tools, ensuring alignment with product goals and service-level expectations.

Requirements

  • 15+ years in product management and enterprise technology leadership
  • Proven success leading large-scale platform implementations and product portfolios
  • Deep expertise in contact center technologies and service operations
  • Strong technical fluency in cloud platforms, Data, CRM, APIs, and AI/ML applications
  • Bachelor’s degree required; MBA or technical master’s preferred
  • Software Engineering background and experience
  • Strategic thinker with a customer-first mindset and strong business acumen
  • Excellent communicator and influencer across technical and non-technical audiences
  • Experience in regulated industries (healthcare, insurance, Finance)
  • Familiarity with platforms like Genesys, Cisco, AWS Connect, Salesforce
Benefits
  • medical
  • vision
  • dental
  • 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

Applicant Tracking System Keywords

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

Hard skills
product managementcloud platformsAI/ML applicationscontact center technologiesCRMAPIsplatform implementationsperformance managementdata analysisgovernance processes
Soft skills
strategic thinkingcustomer-first mindsetbusiness acumencommunicationinfluencingmentorshipcollaborationprioritizationchange managementcustomer-centric design
Certifications
Bachelor's degreeMBAtechnical master's