Senior Director, US Employer Operations & CX Transformation

Cigna Health and Life Insurance Company; Bloomfield (CT); Remote; USD 180,000 - 300,000; Full time

Benefits offered by this job

Health benefits

401(k)

Life insurance

Tuition reimbursement

Paid time off

Job summary

The Cigna Group seeks a Senior Director, Head of Medical Call Centers to lead the U.S. Employer Medical Customer Service organization.

You will drive strategic direction, operating performance, and a transformation agenda for 1,300+ team members, across all medical service lines. You will partner with Operations, Technology, Product, Finance, HR, Sales and Service to improve customer experience, efficiency, and growth, while stewarding a $60M budget and overseeing AI-enabled service initiatives

Qualifications

• BA/BS in Business or similar discipline; 10+ years in operations or a Master’s with 8+ years experience.
• Executive leadership experience in large-scale customer service or contact centre.
• Experience with AI, digital transformation, and innovative service delivery.

Responsibilities

• Lead strategic vision and execution for U.S. Employer Medical Customer Service.
• Drive operational excellence, quality, and regulatory compliance.
• Oversee transformation, AI-enabled solutions, and vendor partnerships.
• Manage a $60 million operating budget and enterprise-wide metrics.
• Partner with multiple functions to align experience with business goals.

Skills

Executive leadership

Healthcare operations

AI-enabled strategies

Strategic planning

Budget management

Vendor management

Cross-functional collaboration

Communication skills

Change management

Data-driven storytelling

Matrixed leadership

Education

BA/BS in Business

Master's degree (related field)

Tools

Amazon Connect

SANAS AI

Sierra

Job description

The Cigna Group seeks a Senior Director, Head of Medical Call Centers to lead the U.S. Employer Medical Customer Service organization.

You will drive strategic direction, operating performance, and a transformation agenda for 1,300+ team members, across all medical service lines. You will partner with Operations, Technology, Product, Finance, HR, Sales and Service to improve customer experience, efficiency, and growth, while stewarding a $60M budget and overseeing AI-enabled service initiatives