Senior Director – US Employer Operations, Head of Medical Call Centers

The Cigna Group

Senior Director providing enterprise leadership for U.S. Employer Medical Customer Service.

Posted 7/6/2026full-timeBloomfield • Connecticut, Florida, Minnesota, Montana, Tennessee • 🇺🇸 United StatesSenior💰 $180,000 - $300,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Operations Management and Customer Service Leadership, with a focus on strategic direction, transformation initiatives, and talent development. Proficient in leveraging emerging technologies and AI to enhance service delivery and optimize business performance.

Highest-signal resume keywords

Operations ManagementCustomer Service LeadershipTeam ManagementContact Center TechnologiesStrategic Planning

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operations ManagementCustomer Service ManagementTeam LeadershipChange LeadershipStrategic DirectionTransformation InitiativesAI-Enabled CapabilitiesService AgreementsInnovationPerformance Optimization

Soft Skills

People SkillsFlexibilityOrganizational Effectiveness

Tools & Technologies

Contact Center TechnologiesIVREmerging Technologies

Industry Keywords

Customer Care EnvironmentDynamic OperationsLarge-Scale OperationsTest-and-Learn PilotsRouting

About the role

Key responsibilities & impact

Provides enterprise leadership for U.S. Employer Medical Customer Service organization
Oversees the strategic direction, operational performance, and transformation agenda across all medical service lines
Partners extensively with enterprise leaders to define and execute strategies that improve customer experience, enhance efficiency, optimize service delivery, and accelerate business performance
Establishes multi-year operational strategies, leads complex transformation initiatives, drives adoption of emerging technologies and AI-enabled capabilities
Champions talent development, organizational effectiveness, and change leadership while fostering a high-performance culture

Requirements

What you’ll need

BA or BS in Business or similar discipline
10+ years of Operations experience in a dynamic customer care environment or a Master’s degree with 8+ years relevant experience
10+ years managing teams in a customer service environment demonstrating great people skills and strong leadership experience
Experience in staff management, contact center and large-scale operations
Understanding of service agreements, client needs, and innovation (AI, IVR, test-and-learn pilots, routing)
Flexibility to execute on multiple and simultaneous initiatives in a fast-paced setting
Working knowledge of contact center technologies – keeps current with emerging changes in contact center industry and technologies

Benefits

Comp & perks

Health-related benefits including medical, vision, dental
Well-being and behavioral health programs
401(k)
Company paid life insurance
Tuition reimbursement
Minimum of 18 days of paid time off per year
Paid holidays
Leaves of absence