Hybrid Product Manager, Managing Director

at The Cigna Group

• Job title: Product Manager, Managing Director
• Job type: Full Time
• Experience level: Lead
• Salary: $200,500 - $334,100 per year
• Degree requirement: Bachelor's Degree
• Tech skills: AWS, Cloud
• Location requirements: Hybrid, Richmond, United States

About the role

• Managing Director for Cigna’s Enterprise Operations and contact center technology product strategy. Leading product vision, ensuring customer-centric design, and driving the adoption of modern technology.

Responsibilities

• 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