Sr. Director, Customer Services Operations (PBS)

The Senior Director Customer Service Operations (PBS Federal Services & Regulated Markets) is a senior leader accountable for the strategy performance and transformation of pharmacy customer service operations supporting highly regulated lines of business. This role requires a strategic leader with a deep understanding of operations exceptional leadership skills and a passion for enhancing the customer experience. This leader will lead complex contact center operations and ensure the delivery of compliant highquality and differentiated service experiences for clients and members.

This leader will translate regulatory client and market requirements into scalable operating models that balance compliance service excellence and operational efficiency. The Senior Director serves as an accountable executive partner to Account Management Compliance Legal Product and Technology leaders ensuring consistent execution audit readiness and a differentiated client experience across multiple lines of business.

Key Competencies

Strategic & Operational Leadership

• Define and execute the multiyear contact center strategy aligned to enterprise goals within Regulated Markets and Federal Services lines of business
• Represent Customer Service Operations in enterprise governance client engagements and crossfunctional decision forums.
• Partner with Compliance Legal HR and Audit to ensure readiness and transparency
• Shape a culture of ownership continuous improvement and customercentric decision making
• Own enterprise performance outcomes across service quality access productivity and cost

Operating Model & Transformation

• Design and evolve scalable operating models across channels sites and lines of business that are audit-ready resilient and adaptable
• Lead enterprise transformation initiatives including digital selfservice automation AI enablement and workforce modernization
• Balance cost optimization with experience quality workforce health and regulatory requirements
• Drive workforce enablement and change management leveraging AI remove friction from and add value to coaching workflow and leader routines

Performance Analytics & Executive Reporting

• Use data and analytics to identify trends risks and opportunities in service to improved employee and customer experiences
• Communicate performance insights and recommendations clearly to executive audiences
• Share data-driven insights with cross-functional partners to add value and support better faster decision-making to improve experiences

Required Qualifications

• Bachelors degree or equivalent experience
• 12 years of progressive leadership experience in global contact center customer operations or service delivery
• 7 years leading senior leaders (Directors or equivalent)
• Proven success leading large complex operations and enterprise transformation initiatives
• Multisite virtual or omnichannel contact center leadership experience
• Executive presence with strong written and verbal communication skills and the ability to influence decisionmaking across a matrixed enterprise.
• Strong analytical judgment and decisionmaking capability in ambiguous highrisk and highvisibility environments.
• Experience partnering closely with and influencing technology digital and analytics teams
• Strong financial acumen including budget ownership cost optimization forecasting and business case development.

Preferred Qualifications

• Experience in healthcare PBM insurance or other regulated industries
• Experience leading operations within highly regulated environments or complex contractual frameworks.

This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.

At The Cigna Group youll enjoy a comprehensive range of benefits with a focus on supporting your whole health. Starting on day one of your employment youll be offered several health-related benefits including medical vision dental and well-being and behavioral health programs. We also offer 401(k) company paid life insurance tuition reimbursement a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs click here.

About The Cigna Group

Qualified applicants will be considered without regard to race color age disability sex childbirth (including pregnancy) or related medical conditions including but not limited to lactation sexual orientation gender identity or expression veteran or military status religion national origin ancestry marital or familial status genetic information status with regard to public assistance citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process please email for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama Alaska Arizona Arkansas Delaware Florida Georgia Hawaii Idaho Iowa Kansas Maryland Massachusetts Michigan Nebraska Ohio Pennsylvania Texas Utah Vermont and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances.