Product Owner managing digital account and credit service evolution. Collaborating with cross - functional teams in innovative financial solutions at ASAPTECH.
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
Job title
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