Senior Director, US Employer Operations - Head of Medical Call Centers

Role Description

The Senior Director, Head of Medical Call Centers, provides enterprise leadership for The Cigna Group's U.S. Employer Medical Customer Service organization, overseeing the strategic direction, operational performance, and transformation agenda across all medical service lines. This executive leader is accountable for an organization of 1,300+ direct and indirect team members, supporting more than 16 million customers, managing annual call volumes exceeding 10 million interactions, overseeing $40 million in performance guarantee commitments, and stewarding a $60 million operating budget.

This role serves as a critical leader in advancing The Cigna Group's commitment to delivering exceptional healthcare experiences by driving operational excellence, innovation, quality, and customer-centric outcomes at scale.

The position partners extensively with enterprise leaders across Operations, Technology, Product, Finance, Human Resources, Sales, and Service organizations to define and execute strategies that improve customer experience, enhance efficiency, optimize service delivery, and accelerate business performance.

The Senior Director is responsible for establishing multi-year operational strategies, leading complex transformation initiatives, driving adoption of emerging technologies and AI-enabled capabilities, and ensuring the organization remains agile in adapting to evolving customer needs, regulatory requirements, and market demands.

This leader also champions talent development, organizational effectiveness, and change leadership while fostering a high-performance culture rooted in accountability, collaboration, and innovation.

This position may be based remotely or at any Cigna office location.

Qualifications

• BA or BS in Business or similar discipline.
• 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.
• Experience in staff management, contact center and large-scale operations.
• 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 – keeps current with emerging changes in contact center industry and technologies. Amazon Connect, SANAS AI or Sierra are a plus.
• Understanding of AI and tools that enhance the customer experience.
• Change agency and willingness to navigate the grey.
• Superior written and verbal communication skills.
• Data-driven story-telling capabilities.
• Strong team building and talent management skills.
• Proven track record in motivating teams to achieve goals.
• Demonstrated effectiveness working in a highly matrixed organization.
• Excellent Microsoft Office skills.

Requirements

• Proven executive leadership experience managing large-scale customer service, operations, or contact center organizations.
• Deep expertise in healthcare operations, customer experience, and service delivery transformation.
• Demonstrated success leading enterprise change, technology modernization, and AI-enabled operational strategies.
• Strong financial acumen with experience managing complex budgets, performance guarantees, and large-scale vendor partnerships.
• Ability to influence senior executives and drive results across a highly matrixed organization.
• Exceptional communication, stakeholder management, and strategic planning capabilities.
• Track record of fostering high-performing teams and building future leaders.

Benefits

• Comprehensive range of health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• 401(k) plan.
• Company paid life insurance.
• Tuition reimbursement.
• A minimum of 18 days of paid time off per year.
• Paid holidays and leaves of absence.