Product Manager, Voice & Contact Center Experience

The Cigna Group is dedicated to improving the health and vitality of those they serve. They are seeking a Product Manager for Voice & Contact Center Experience to drive the development of innovative IVR and conversational voice solutions, collaborating with cross-functional teams to enhance customer interactions in healthcare. This role focuses on the end-to-end delivery of products, utilizing data and customer feedback to continuously improve services.

Responsibilities:

• Own the product backlog and end-to-end delivery of IVR journeys and conversational voice experiences
• Translate customer needs, business objectives, and operational requirements into clear product requirements and user stories
• Partner with engineering, analytics, and operations teams to deliver scalable, reliable voice solutions
• Use data and customer feedback to identify opportunities and drive continuous improvement (e.g., containment rates, transfer rates, authentication success, customer satisfaction)
• Support the transition from traditional menu-based IVR to intent-based, conversational (agentic) voice experiences
• Ensure solutions meet privacy, regulatory, and operational requirements
• Communicate progress, risks, and trade-offs effectively to stakeholders and leadership

Requirements:

• 3+ years of experience in Product Management or a related digital product role
• Bachelor's degree in a quantitative or technical field (e.g., Computer Science, Engineering, Analytics, Information Systems, Economics, Statistics) OR Master's degree in a related field OR MBA with a quantitative focus
• Demonstrated ability to translate business needs into actionable product requirements
• Experience owning and delivering product features or capabilities end-to-end
• Strong cross-functional collaboration skills with the ability to influence without formal authority
• Experience working with customer-facing digital products or customer journeys
• Experience with contact center technologies (e.g., IVR, voice platforms, self-service solutions) or conversational AI
• Experience working in regulated industries such as healthcare, insurance, or financial services
• Experience using data and metrics to inform prioritization and measure product performance