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, high‑quality, 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 multi‑year 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 cross‑functional decision forums.
• Partner with Compliance, Legal, HR, and Audit to ensure readiness and transparency
• Shape a culture of ownership, continuous improvement, and customer‑centric 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 self‑service, 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

• Bachelor’s 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
• Multi‑site, virtual, or omni‑channel contact center leadership experience
• Executive presence with strong written and verbal communication skills and the ability to influence decision‑making across a matrixed enterprise.
• Strong analytical judgment and decision‑making capability in ambiguous, high‑risk, and high‑visibility 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.

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.

For this position, we anticipate offering an annual salary of 132,500 - 220,900 USD / yearly, depending on relevant factors, including experience and geographic location.

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

At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll 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

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.

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 seeyourself@thecignagroup.com 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.