Product Manager – Voice Customer Experience - Hybrid

Transform the Future of Healthcare Conversations

At Cigna, we're reimagining how customers connect with us and navigate their healthcare journey. Every voice interaction is an opportunity to make healthcare simpler, faster, and more personal. As a Product Manager on our Voice Customer Experience team, you will help modernize the contact center experience by delivering intuitive self-service capabilities, reducing customer effort, and improving access to support for millions of customer interactions each year.

This role is ideal for a product professional who enjoys solving complex customer problems, partnering across teams, and turning insights into meaningful business outcomes.

Responsibilities

• Own and prioritize the product backlog for voice experiences, IVR journeys, and self-service capabilities to deliver measurable customer and operational value.
• Translate customer needs, business objectives, and operational requirements into clear product requirements and actionable delivery plans.
• Partner with engineering, analytics, operations, and business teams to build scalable, reliable, and customer-centered voice solutions.
• Use customer feedback, analytics, and performance metrics to identify opportunities and improve outcomes such as containment, authentication success, transfer reduction, and customer satisfaction.
• Advance the evolution from traditional menu-based IVR experiences to intent-driven and conversational voice interactions.
• Balance customer experience, operational efficiency, regulatory requirements, and privacy standards when evaluating solutions and priorities.
• Communicate product vision, progress, risks, and tradeoffs effectively to stakeholders and leadership.
• Continuously evaluate product performance and recommend enhancements that improve customer outcomes and business results.

Required Qualifications

• 3+ years of experience in Product Management or a related digital product role.
• Experience delivering customer-facing digital products, features, workflows, or self-service experiences.
• Demonstrated ability to translate customer and business needs into clear product requirements.
• Experience using data, insights, and performance metrics to guide decisions and measure success.
• Strong collaboration, communication, and stakeholder management skills.
• Ability to work effectively with cross-functional teams in a fast-paced environment.

Preferred Qualifications

• Experience with IVR platforms, contact center technologies, voice applications, or self-service solutions.
• Experience improving customer journeys, conversational experiences, or digital engagement channels.
• Experience working in a regulated industry such as healthcare, insurance, or financial services.
• Bachelor's degree in a quantitative, technical, or business-related field; advanced degree such as an MBA is a plus.
• Familiarity with Agile product development methodologies and backlog management.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 120,300 - 200,500 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.