Sr. Product Manager - Omnichannel Operations & Service Enablement

The Cigna Group • Bloomfield, CT • 1h ago

We're seeking a customer-centric and execution-focused Omnichannel Product Manager to lead initiatives that empower our operational and service teams through intelligent, connected experiences. This role is pivotal in designing and optimizing tools that leverage AI across chat, text, email, and video-enabling faster resolutions, smarter workflows, and more personalized service delivery across all channels.

Responsibilities:

Operational Enablement

Partner with operations, logistics, and customer service teams to identify workflow inefficiencies and service gaps.

Build and enhance internal tools that streamline processes and improve frontline team productivity.

AI-Powered Service Experience

Integrate AI capabilities into omnichannel platforms to support chatbots, automated email responses, smart routing, and video-assisted service.

Collaborate with data science and engineering teams to deploy machine learning models that improve customer interactions and operational decision-making.

Omnichannel Continuity

Ensure consistent customer experiences across digital, in-store, and support channels.

Design features that enable seamless transitions between channels, preserving @context and personalization.

Product Development & Execution

Own the roadmap for service enablement tools and AI-powered features.

Translate operational needs into scalable product solutions, working closely with engineering, design, and AI teams.

Cross-Functional Collaboration

Act as the voice of service and operations in product planning and prioritization.

Facilitate feedback loops between frontline teams and product development to ensure alignment and responsiveness.

Analytics & Performance

Define KPIs for operational efficiency, AI adoption, and service quality.

Use data to validate improvements, monitor usage, and iterate on solutions.

Qualifications :

5+ years of product management experience, ideally in retail, logistics, or customer service environments.

Experience deploying AI or automation tools in customer service or operational @contexts.

Strong understanding of omnichannel systems, CRM platforms, and service workflows.

Excellent communication and stakeholder management skills.

Analytical mindset with experience in data tools (e.g., Tableau, Power BI, SQL).

Familiarity with agile methodologies and service design principles.

Bonus Points

Experience with conversational AI platforms, NLP, or video-based support tools.

Background in operations, customer support, or field enablement.

Passion for empowering teams and improving service outcomes through technology.

Why Join The Team

Drive impact where it matters most-on the front lines of customer experience.

Collaborate with passionate teams across product, operations, and AI.

Competitive compensation, benefits, and career growth opportunities.

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 110,700 - 184,500 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.

We want you to be healthy, balanced, and feel secure. That's why 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) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group .

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 require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

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.

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