Director, Customer Service Ops - Transformation Leader

Socket.dev; Missouri; Remote; USD 133,000 - 221,000; Full time

Benefits offered by this job

Annual bonus eligibility

Long-term incentive plan

Job summary

The Cigna Group is seeking a Director of Customer Service Operations for PBS Commercial to lead a large, multi-site contact center organization. You will shape strategy, drive transformation, and manage performance across inbound and outbound channels, ensuring service quality and regulatory compliance.

Responsibilities include leading cross-functional initiatives, coaching leaders, and partnering with senior stakeholders to improve client experiences and business outcomes.

Qualifications

• Bachelor’s degree preferred.
• Strong leadership and people management experience.
• Proven ability to drive operational performance and customer experience.

Responsibilities

• Lead daily operations and scalable customer service for PBS Commercial.
• Drive performance reviews, root-cause analysis, and improvement action plans.
• Oversee workforce management, quality, productivity, and service levels.
• Communicate objectives and ensure policy and regulatory alignment.
• Monitor KPIs and develop corrective actions when needed.

Skills

Strategic leadership

Operational excellence

Cross-functional collaboration

Data analysis & forecasting

Education

Bachelor’s degree preferred

Job description

The Cigna Group is seeking a Director of Customer Service Operations for PBS Commercial to lead a large, multi-site contact center organization. You will shape strategy, drive transformation, and manage performance across inbound and outbound channels, ensuring service quality and regulatory compliance.

Responsibilities include leading cross-functional initiatives, coaching leaders, and partnering with senior stakeholders to improve client experiences and business outcomes.