Sr. Director, Customer Services Operations (PBS)

The Cigna Group is dedicated to improving the health and vitality of those they serve. They are seeking a Senior Director of Customer Service Operations to lead the strategy and transformation of pharmacy customer service operations, ensuring compliance and high-quality service experiences. This role requires strong leadership and operational expertise to manage complex contact center operations and drive enterprise transformation initiatives.

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

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