Remote Senior Director, Medical Call Centers & CX

Middle East Development Co. Ltd; Bloomfield (CT); Remote; USD 180,000 - 300,000; Full time

Job summary

The Cigna Group is seeking an accomplished Senior Director, Head of Medical Call Centers, to provide executive leadership for the U.S. Employer Medical Customer Service organization.

You will shape strategy, governance, and performance across multiple service lines, guiding a 1,300+ team and managing a $60 million operating budget. You will partner with Operations, Technology, Finance, and Product to drive AI-enabled transformation, improve customer experiences, and ensure regulatory and

Qualifications

• 10+ years of Operations experience in a dynamic customer care environment or a Master’s degree with 8+ years relevant experience.
• 10+ years managing teams in a customer service environment demonstrating great people skills and strong leadership experience.
• Understanding of service agreements, client needs, and innovation (AI, IVR, test-and-learn pilots, routing).
• Flexibility to execute on multiple and simultaneous initiatives in a fast-paced setting.
• Working knowledge of contact center technologies – Amazon Connect, SANAS AI or Sierra are a plus.

Responsibilities

• Lead the strategic vision, operational execution, and continuous evolution of the U.S. Employer Medical Customer Service organization.
• Develop and execute enterprise-wide operational strategies that align customer experience, business objectives, financial performance, and growth priorities.
• Serve as a senior advisor to enterprise leadership, shaping strategic decisions regarding customer experience, operational investments, digital transformation, and organizational priorities.
• Establish annual operating plans, performance objectives, and workforce strategies that support corporate goals and long-term scalability.
• Drive industry-leading customer experience outcomes through disciplined operational execution, quality management, and service innovation.
• Maintain accountability for a $60 million operating budget while balancing service quality, productivity, customer experience, and financial outcomes.
• Champion modernization initiatives, including AI-enabled solutions, contact center innovation, intelligent routing, automation, and emerging service technologies.

Skills

Executive leadership

Operations management

Team leadership

Communication skills

AI and automation awareness

Change management

Microsoft Office

Vendor management

Data storytelling

Matrix organization experience

Customer service operations

Education

BA or BS in Business or similar discipline

Master’s degree in a related field

Job description

The Cigna Group is seeking an accomplished Senior Director, Head of Medical Call Centers, to provide executive leadership for the U.S. Employer Medical Customer Service organization.

You will shape strategy, governance, and performance across multiple service lines, guiding a 1,300+ team and managing a $60 million operating budget. You will partner with Operations, Technology, Finance, and Product to drive AI-enabled transformation, improve customer experiences, and ensure regulatory and