Senior Manager, Workforce Planning

Role Description

Are you energized by turning complex demand signals into clear, actionable workforce strategies? As a Senior Manager, Workforce Planning, you will lead enterprise workforce planning across large, multi-site operations, ensuring the right talent is in place to meet service, quality, and financial goals. You will shape forecasting and staffing strategies, partner across the business, and deliver insights that drive confident decision-making in a dynamic healthcare environment.

This leader is accountable for leading long‑range workforce planning for Coverage Review Operations (CRO) and Payer Solutions, with primary focus on CRO. This role is responsible for translating complex, multi‑channel demand into executable, financially sound staffing strategies that enable service level attainment, performance guarantees, and cost targets across blended contact center and back‑office environments.

• Lead long-range planning across complex for Coverage Review Operations and Payer Solutions.
• Translate demand forecasts into executable staffing and capacity plans that balance service level objectives, customer experience, and cost targets.
• Provide strategic oversight of volume forecasting, handle time modeling, and performance management to proactively mitigate risk and variability.
• Partner closely with Operations, Finance, Enablement, Technology, Analytics, and Global Service Partners to align workforce strategies with business priorities and operational realities.
• Deliver clear, data-driven insights and recommendations to senior leaders on staffing risks, trade-offs, and performance outcomes.
• Lead, coach, and develop workforce planning teams across long-range planning.
• Drive continuous improvement of workforce planning models, tools, and processes, including the use of advanced modeling and workforce management platforms.
• Anticipate and plan for demand changes driven by seasonality, growth, regulatory shifts, or operational transformation initiatives.

Qualifications

• 7+ years of workforce management or workforce planning experience in a contact center and back-office operations environment.
• 5+ years of demonstrated people leadership experience, including coaching, development, and cross‑functional influence.
• Experience driving workforce planning transformation, automation, or process optimization initiatives.
• Demonstrated expertise in long-range forecasting, short-term planning, scheduling, and real-time workforce management.
• Experience supporting large, multi-site or global operations, including partnership with external or offshore service providers.
• Strong analytical skills with the ability to translate complex data into clear business insights.
• Proven ability to influence cross-functional partners and communicate effectively with senior leaders.
• Travel as needed.

Preferred Qualifications

• Bachelor’s degree in business, analytics, operations, or a related field.
• Experience in healthcare, insurance, or other highly regulated environments.
• Hands-on experience with workforce management platforms such as Verint, NICE IEX, or similar tools highly preferred.
• Comfort partnering across time zones and supporting global teams.

Requirements

• 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.

Benefits

• Annual salary of 104,400 - 174,000 USD / yearly, depending on relevant factors, including experience and geographic location.
• Eligible to participate in an annual bonus plan.
• Comprehensive range of benefits, with a focus on supporting your whole health.
• Health-related benefits including medical, vision, dental, and well-being and behavioral health programs starting on day one of employment.
• 401(k), company paid life insurance, tuition reimbursement.
• A minimum of 18 days of paid time off per year and paid holidays.

Company Description

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.