Role Summary
The Product Strategy Managing Director for Enterprise Operations & Contact Center Technology is a strategic leadership role responsible for driving the vision, development, and optimization of Cigna's Enterprise Operations and contact center technology products and platforms. In this capacity, the MD leads the end-to-end product strategy for all systems enabling customer and provider interactions (Back office, call centers, digital contact channels, self-service platforms, etc.), ensuring they deliver exceptional user experiences, and business value. The Managing Director will champion a product roadmap that leverages modern technology (including AI/ML and cloud-based solutions) to improve customer service outcomes, operational efficiency, and scalability. This role serves as the bridge between business needs and technical execution , aligning diverse stakeholders on a common vision and ensuring that Cigna's contact center capabilities remain cutting-edge and customer centric.
Key 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.
Qualifications
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.
Preferred Skills
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
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 200,500 - 334,100 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 and long term incentive 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 and paid holidays. For more details on our employee benefits programs, click here (https://jobs.thecignagroup.com/us/en/benefits) .
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.
