Senior Manager, Product Management - Call Routing & Voice Experience

At Evernorth Health Services, we’re transforming healthcare through technology and data. As a Sr. Manager, Product Management for Call Routing and IVR, you’ll drive innovation in customer engagement platforms, making it easier for millions to access care. Join us to shape intuitive, efficient and empathetic voice solutions that truly make a difference.

Responsibilities

• Champion human-centered design by creating IVR and call routing experiences that are simple, accessible and personalized.
• Align product strategy with Evernorth’s goals to deliver measurable business impact, focusing on operational excellence and member engagement.
• Lead the adoption of modern telephony platforms, cloud-native solutions and AI-driven routing to build resilient, scalable systems.
• Analyze complex workflows, identify pain points and implement solutions that reduce friction and improve service quality.
• Inspire and guide cross-functional teams—engineering, design, operations, and analytics—to deliver innovative voice solutions and foster organizational alignment.

Required Qualifications

• 5+ years of experience in product management, with a focus on customer engagement or voice technologies.
• 3+ years working with telephony platforms, IVR systems, and cloud-native technologies (AWS, Azure, or GCP).

Preferred Qualifications

• Bachelor’s degree in a quantitative or technical field (Computer Science, Engineering, Information Systems or related discipline).
• Experience with call routing strategies, IVR design and integration with CRM or contact center platforms.
• Familiarity with speech recognition, natural language processing and secure voice authentication.
• Proven ability to translate business objectives into technology-driven solutions that enhance customer experience.
• Strong understanding of compliance and security standards in healthcare technology.

Why Join Evernorth?
Be part of a team redefining healthcare engagement through technology. Your work will help millions access care more easily and efficiently, making a real impact on health outcomes and customer satisfaction.

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 133,900 - 223,100 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 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.