Sr. Director, Customer Services Operations (PBS)

The Cigna Group • Bloomfield, CT

5h • Remote

About The Position

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.

Requirements

• 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.

Nice To Haves

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

Responsibilities

• 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
• 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
• 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

Benefits

• medical
• vision
• dental
• well-being and behavioral health programs
• 401(k)
• company paid life insurance
• tuition reimbursement
• a minimum of 18 days of paid time off per year
• paid holidays
• annual bonus plan
• long term incentive plan

What This Job Offers

• Job Type: Full-time
• Career Level: Manager