Program Management Director - Evernorth - Hybrid
About The Position
The Program Management Director leads Evernorth-wide readiness and governance activities supporting complex, cross-functional implementations across all lines of business and divisions. This role owns a year-round governance framework with monthly go-lives, including large-scale January 1 implementations, and ensures risks, dependencies, and operational impacts are quickly identified and proactively managed and communicated. Serving as a central coordination point across approximately 40 workstreams, the Director partners closely with Evernorth and Cigna leaders, represents Evernorth in enterprise governance forums, and provides leadership during major situational events and incidents. In addition, this role provides strategic and operational leadership for the Client Services function supporting PBS clients. The Director drives work through functional team leads by owning the service model, intake governance, performance management, and cross-functional alignment to ensure client needs are prioritized appropriately, delivered with quality and consistency, and continuously improved.
Requirements
- Bachelor’s Degree in related field.
- 10+ years of experience in program management, operations, or large-scale cross-functional leadership roles.
- Proven experience leading complex, enterprise-wide initiatives.
- Strong verbal and written communication skills with executive presence.
- Demonstrated ability to manage risk, ambiguity, and competing priorities.
- Experience leading and developing teams.
Nice To Haves
- Experience in healthcare, PBM, or regulated environments.
- PMP or similar certification.
- Experience supporting large-scale implementation cycles or annual plan launches.
Responsibilities
- Lead Evernorth readiness and governance programs supporting monthly and annual go-lives.
- Coordinate across cross-functional workstreams to manage dependencies, risks, and implementation readiness.
- Identify and mitigate client, vendor, and internal operational risks impacting delivery timelines and member experience.
- Lead through Team Leads by setting expectations, coaching and developing leads/SMEs, aligning priorities and capacity across pillars, and ensuring coverage for critical events (OE, go-lives, launches).
- Own the Client Services operating model, including scope, tiered support approach, roles/responsibilities, and service standards across intake, support, and readiness workstreams.
- Drive client issue and risk leadership for high-impact/Tier 1 items, including rapid triage, executive communication, service recovery coordination, and post-incident root cause actions.
- Partner cross-functionally with Contact Center leadership, Account Teams, Implementation, WFM, Product, and Analytics to align priorities, resolve blockers, and improve end-to-end client outcomes.
- Connect readiness insights across operations, benefits, testing, communications, pharmacy and contact center teams.
- Represent Evernorth in enterprise governance forums with Cigna; report status, risks, and issues and drive resolution.
- Lead cross-functional response efforts for major incidents and situational events.
- Deliver clear, executive-level reporting and communication.
- Manage continuous improvement initiatives to reduce rework and reactive volume, streamline handoffs, automate where possible, and improve client and PCA experience.
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Director
