Director, Client Service and Operations - Remote - Evernorth

Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.   

GENERAL PURPOSE:

The Client Service & Operations (CS&O) organization within the Technology and Operations function is pivotal to driving and impacting the Client Experience across several business segments. 

The Director, Client Service and Operations plays a pivotal leadership role responsible for guiding and overseeing our U500 (Under 500) client-facing implementation team. This role supports our US Employer, Evernorth and PBM capabilities ensuring our client commitments are met with speed, ease and quality. This role demands an entrepreneurial mindset that embraces challenges and capitalizes on opportunities to deliver for our highest volume buyer group while also driving sustainable operational growth practices in partnership and collaboration with our global implementation team resulting in long-term market differentiation.

RESPONSIBILITIES:

• Lead and manage the implementation team for clients with less than 500 lives, providing guidance, support and professional development opportunities that enable us to deliver against our client commitments, contractual obligations and key performance indicators (KPIs).

• Develop and execute implementation and operational strategies that ensure successful deployment of capabilities while maturing operational discipline across the end-to-end workflow of our U500 business.

• Develop and nurture future leaders within direct team and broader team promoting leadership development and driving team cohesion, collaboration, innovation and performance.

• Develop strong partnerships across Sales and Account Management, Technology, Product, and other Operational teams to drive alignment and continual efficiencies for operational readiness and effectiveness.

• Drive and execute change management processes across the implementation team and global team to ensure adoption, utilization, adherence and proficiency of the changes.

• Lead strategic initiatives to drive the expansion of our global footprint by cultivating a positive and inclusive mindset that fosters employee engagement that drives a connected and collaborative culture.

• Enhance, standardize and mature project management competencies, best practices and methodologies across the implementation team ensuring execution of projects, ensuring timeline delivery and high-quality outcomes at scale.

• Drive operational efficiencies that mature communication tools, templates ensuring effective alignment with clients’ needs, expectations in conjunction with current capabilities to deliver against client intent.

• Be future-thinking by applying AI technologies that exist across the enterprise to implementation processes to remove manual handoffs, advance the client onboarding process, promoting a culture of innovation and continuous improvement and adapt to evolving client and market needs.

• Leverage existing tools, technologies and data to analyze, synthesize and make informed decisions to identify opportunities that improve the CS&O value story by increasing outcomes that improve the experience across our employees, clients, customers and members.

QUALIFICATIONS

• High School Diploma or GED required. Bachelor’s degree in a relevant field; advanced degree preferred; PMP certification preferred.

• 8-10 years relevant experience with 4+ years of experience of leadership management, client-facing project management, account management, and sales; extensive client management experience within a health plan, the PBM, PMO or healthcare industry is required.

• Proven ability to successfully lead high performing teams in a high-volume, high-pressure environment while meeting/exceeding client satisfaction and internal goals.

• Proven ability to partner with global resources, partners or vendors to drive near-term and long-term value in a sustainable, scalable manner with demonstrated passion of fostering teamwork across a global team.

• Entrepreneurial mindset with experience in fast-paced start up, peak season volume role while parallelly driving new initiatives within a large organization.

• Demonstrated ability to take initiative and act with urgency, accountability, follow-up and integrity.

• Solid understanding of market dynamics, healthcare legislation/compliance requirements, and stakeholder needs with proven risk mitigation and remediation experience.

• Ability to think with an enterprise mindset, continuously challenge the status quo, and execute data-driven process improvement initiatives.

• Excellent strategic thinking, problem-solving, systems-thinking and decision-making abilities, with a comprehensive understanding of technologies, their applications and how they connect at an Enterprise-level.

• Successful track record of executing on new strategies and vision within budget while raising performance level year over year.

• Strong leadership and people management skills leading leaders, with a focus on coaching and the ability to inspire and motivate teams throughout the entire leadership hierarchy.

• Exceptional communication and stakeholder management skills that influence and align cross-functional teams.

• Strong experience with executive-level communication preparation, delivery and coaching the team to elevate their communication presence.

• Ability to understand financials and how decisions impact, exceptional communication and ability to summarize at an executive level, strong systems-thinking, cross-functional influence, and ability to connect the dots across the end-to-end implementation and onboarding process.

• Travel up to 25%, as needed.

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 130,300 - 217,100 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.

We want you to be healthy, balanced, and feel secure. That’s why 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) with company match, 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, visit Life at Cigna Group.

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 require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

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.