SUMMARY:
The Product Management Senior Manager, Patient Engagement & AI will lead a team responsible for advancing customer engagement capabilities across patient communications, CRM experiences, conversational AI, and related digital engagement platforms. This role plays a critical part in shaping how patients, providers, clients, and internal stakeholders interact with our organization through personalized, seamless, and AI-enabled experiences.
The Senior Manager will partner across Business, Operations, Technology, Clinical, Legal, Compliance, Marketing, and Vendor organizations to develop engagement strategies, drive communication effectiveness, enhance customer journeys, and expand AI-powered experiences that improve satisfaction, operational efficiency, and business outcomes.
This is an opportunity to help define the future of healthcare engagement by combining communication strategy, customer relationship management, and conversational AI to create meaningful and scalable experiences across the customer lifecycle.
RESPONSIBILITIES:
Lead Patient Engagement Strategy
- Lead and develop a team responsible for patient engagement initiatives, communication strategies, CRM capabilities, and AI-powered customer experiences.
- Define and execute engagement strategies that improve customer satisfaction, increase adoption of digital capabilities, and support business objectives.
- Partner with stakeholders to develop communication approaches that deliver the right message, through the right channel, at the right time.
- Identify opportunities to improve customer journeys and reduce friction across engagement touchpoints.
- Establish success metrics and outcome-based measurements to evaluate engagement effectiveness and business impact.
Drive Customer Communications and CRM Excellence
- Lead the evolution of customer communication capabilities across digital and operational channels.
- Partner with business stakeholders to develop communication strategies that support awareness, education, engagement, and behavior change.
- Drive CRM strategy, optimization, and roadmap planning to improve personalization, segmentation, campaign effectiveness, and customer outreach.
- Support the development of customer journey orchestration capabilities that create consistent and connected experiences across channels.
- Ensure communications align with customer needs, business goals, compliance requirements, and brand standards.
Advance AI-Powered Experiences
- Lead strategic initiatives related to conversational AI and virtual assistant capabilities, including AI-driven IVR and future AI-enabled customer engagement solutions.
- Identify opportunities to leverage artificial intelligence and automation to improve customer experiences and operational efficiency.
- Partner with technology teams and vendors to evaluate emerging capabilities and define future-state engagement strategies.
- Support innovation efforts that integrate AI within communication channels, customer journeys, and service experiences.
- Drive adoption and continuous improvement of AI-powered solutions through data, customer feedback, and performance insights.
Orchestrate Cross-Functional Initiatives
- Serve as the workstream leader for complex programs requiring coordination across Business, Product, Operations, Technology, Analytics, Legal, Compliance, Marketing, and Vendor organizations.
- Build alignment across stakeholders with competing priorities and diverse business objectives.
- Manage dependencies, risks, communications, governance activities, and execution plans to ensure successful delivery.
- Facilitate strategic planning sessions, working groups, and executive governance forums.
- Drive accountability and progress across teams without direct authority.
Influence Enterprise Strategy and Business Outcomes
- Develop executive-level communications, business cases, recommendations, presentations, and strategic planning materials.
- Partner with senior leaders to define future engagement strategies and identify opportunities for innovation, modernization, and operational improvement.
- Utilize customer insights, engagement metrics, operational performance data, and market trends to inform prioritization and decision-making.
- Support annual planning, investment decisions, portfolio prioritization, and organizational goal setting.
- Foster a culture of innovation, accountability, continuous improvement, and customer-centric thinking.
Build Organizational Capability
- Mentor and develop product management and engagement strategy talent.
- Promote best practices in customer engagement, communication planning, CRM, AI adoption, and journey orchestration.
- Establish governance processes, operating models, and measurement frameworks that support long-term scalability and success.
- Build strong partnerships across the organization to ensure alignment and execution excellence.
IDEAL CANDIDATES WILL HAVE A COMBINATION OF THE FOLLOWING:
- 5+ years of experience in product management, customer engagement, CRM, communications strategy, digital transformation, healthcare technology, or related disciplines.
- Experience leading people, teams, programs, or large-scale cross-functional initiatives.
- Experience developing business strategies, communication plans, customer engagement programs, or CRM-driven initiatives.
- Demonstrated success leading complex initiatives involving multiple stakeholder groups and business functions.
- Strong analytical, organizational, problem-solving, and strategic thinking skills.
- Ability to influence decisions and drive alignment without direct authority.
- Exceptional verbal, written, and presentation skills.
- Experience using customer insights and data to inform strategy and decision-making.
- Demonstrated ability to navigate ambiguity and drive results in a dynamic environment.
- Bachelor's degree in Business, Communications, Healthcare Administration, Information Systems, Engineering, or a related field.
- Experience supporting healthcare, specialty pharmacy, pharmacy benefit management (PBM), or health services organizations.
- Experience with CRM platforms, customer journey management, campaign management, or engagement technologies.
- Experience with conversational AI, generative AI, virtual assistants, digital engagement platforms, or contact center technologies.
- Experience with Salesforce, Amazon Connect, Microsoft technologies, Genesys, or similar enterprise platforms.
- Experience leading customer experience, communications, AI, or digital transformation initiatives.
- Experience presenting strategies, business cases, and recommendations to senior leadership.
- Product Management, Agile, AI, Marketing, CRM, or Project Management certifications.
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 131,400 - 219,000 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.
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, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.
