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

The Cigna Group

. Lead the strategic vision, operational execution, and continuous evolution of the U.S.

Posted 10/19/2026full-timeUnited StatesSenior💰 $180,000 - $300,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading operational strategies and customer experience initiatives within a dynamic customer care environment. Proficient in managing large-scale operations, team development, and leveraging data analytics for strategic decision-making.

Highest-signal resume keywords

10+ Years Operations ExperienceCustomer Service ManagementAI-Enabled SolutionsContact Center TechnologiesData-Driven Storytelling

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Strategy DevelopmentPerformance ManagementChange ManagementBudget ManagementStaff ManagementService Agreement UnderstandingInnovation ImplementationData AnalyticsTalent ManagementMicrosoft Office

Soft Skills

Superior Communication SkillsTeam BuildingMotivational LeadershipCollaborationDecision-Making

Tools & Technologies

Amazon ConnectSANAS AISierraIVR SystemsAutomation Tools

Industry Keywords

Customer ExperienceQuality ManagementRegulatory ComplianceOperational ExecutionDynamic Environment

About the role

Key responsibilities & impact

Lead the strategic vision, operational execution, and continuous evolution of the U.S. Employer Medical Customer Service organization
Develop and execute enterprise-wide operational strategies aligned with customer experience, business objectives, financial performance, and growth priorities
Establish operating plans, performance objectives, and workforce strategies
Advise enterprise leadership on customer experience, operational investments, digital transformation, and organizational priorities
Drive customer experience, quality management, service innovation, service levels, performance guarantees, and regulatory compliance
Lead operating reviews and governance forums
Design and evolve the end-to-end service operating model across channels, geographies, vendors, and lines of business
Champion AI-enabled solutions, contact center innovation, intelligent routing, automation, and emerging service technologies
Lead large-scale change management for products, capabilities, operating models, systems, and business transformations
Partner with Technology and Product organizations to evaluate, pilot, and scale innovative solutions
Manage a $60 million operating budget and optimize resources
Oversee third-party vendor performance, contracts, and strategic partnerships
Build and develop a high-performing leadership team
Lead succession planning, leadership development, and talent strategies
Partner with Client Service, Sales, Underwriting, Finance, Technology, Product, Compliance, and Human Resources
Serve as senior escalation point for internal and external stakeholders
Ensure audit, compliance, regulatory, and business continuity readiness
Use data, analytics, and operational insights for decision-making and strategic recommendations

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
Experience in staff management, contact center, and large-scale operations
Understanding of service agreements, client needs, and innovation including AI, IVR, test-and-learn pilots, and routing
Ability to execute multiple simultaneous initiatives in a fast-paced setting
Working knowledge of contact center technologies
Understanding of AI and tools that enhance customer experience
Superior written and verbal communication skills
Data-driven storytelling capabilities
Strong team building and talent management skills
Proven track record motivating teams to achieve goals
Demonstrated effectiveness in a highly matrixed organization
Excellent Microsoft Office skills
Home internet through cable broadband or fiber optic service with at least 10Mbps download/5Mbps upload if working from home
Amazon Connect, SANAS AI, or Sierra experience is a plus

Benefits

Comp & perks

Annual bonus eligibility
Long-term incentive plan eligibility
Medical benefits
Vision benefits
Dental benefits
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
Remote or hybrid work arrangement