Director, CX Operations & Transformation

The Cigna Group; United States; Hybrid; USD 133,000 - 221,000; Full time

Benefits offered by this job

Health benefits

401(k)

Paid time off

Tuition reimbursement

Job summary

The Cigna Group is seeking a Director, Customer Service Operations for PBS Commercial. You will provide day-to-day leadership of a large customer service organization, setting strategic direction and ensuring service excellence across inbound, outbound, and email channels.

You will drive transformation, partnering across functions to improve member and client experiences, and report on service quality and business outcomes while guiding senior leadership decisions.

Qualifications

• Bachelor’s degree preferred.
• 8+ years of progressive leadership experience in contact center, customer operations, service delivery, or related operational leadership roles.
• 5+ years leading managers, senior managers, or equivalent leadership roles.
• Proven experience leading regional, multi-site, virtual, or omni-channel contact center operations, with a track record of driving operational performance, customer experience, and continuous improvement.
• Demonstrated ability to develop and execute operational strategies, translate enterprise objectives into measurable action plans, and lead transformation and change initiatives in complex, matrixed environments.
• Strong leadership capabilities with experience building, developing, and retaining high-performing teams and leaders while fostering an inclusive, accountable, and highly engaged culture.
• Excellent communication, relationship management, and influence skills, with the ability to effectively partner across business, technology, digital, workforce management, quality, training, and analytics functions.
• Proven analytical and problem-solving skills, with the ability to leverage data and insights to make sound business decisions and drive operational results in fast-paced environments.
• Strong business and financial acumen, including experience with budgeting, forecasting, workforce planning, productivity management, and resource allocation.
• Demonstrated ability to manage projects and change cross-functionally in a fast-paced and highly matrixed environment.
• Flexibility to accommodate 20 travel- includes international

Responsibilities

• Lead operating cadence through regular business reviews, performance discussions, and action planning to drive accountability and continuous improvement.
• Oversee workforce management, quality, productivity, and service-level review processes to support client performance goals.
• Translate organizational objectives into actionable plans and communicate them across the organization.
• Collaborate with other departments to drive seamless customer experiences and improved performance.
• Monitor KPIs and identify risks, opportunities, and corrective actions.
• Drive transformation initiatives leveraging automation and AI-enabled solutions.
• Coach leaders, develop talent, and build high-performing teams.
• Partner with senior leadership to influence strategic decisions.

Skills

Leadership

Operations management

Strategic planning

Data-driven decision making

Communication

Cross-functional collaboration

Employee development

Budgeting & forecasting

Travel readiness

Education

Bachelor’s degree preferred

Job description

The Cigna Group is seeking a Director, Customer Service Operations for PBS Commercial. You will provide day-to-day leadership of a large customer service organization, setting strategic direction and ensuring service excellence across inbound, outbound, and email channels.

You will drive transformation, partnering across functions to improve member and client experiences, and report on service quality and business outcomes while guiding senior leadership decisions.