Product Manager, Voice & Contact Center Experience

The Cigna Group is transforming the way customers interact with healthcare by making experiences simpler, more intuitive, and more efficient. As a Product Manager, you will be responsible for delivering and continuously improving IVR journeys and conversational voice experiences, collaborating closely with engineering, analytics, operations, and business stakeholders to define solutions and drive measurable outcomes.

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