Senior Manager, Strategy & Analytics

The Cigna Group

. Lead Customer Service & Operations demand forecasting and analytics .

Posted 9/19/2026full-timeUnited StatesSenior💰 $130,900 - $218,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in demand forecasting, analytics, and strategic decision-making within Customer Service Operations. Proficient in leading analytics teams and developing data-driven business models to enhance operational efficiency and drive organizational outcomes.

Highest-signal resume keywords

Demand ForecastingBusiness AnalyticsSQL ProficiencyPeople LeadershipHealthcare Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisPredictive AnalysisFinancial ModelingOptimization ModelingAnalytical Model Development

Soft Skills

Strong Communication SkillsInfluencing SkillsCollaboration SkillsLeadership Skills

Tools & Technologies

PythonR

Industry Keywords

Customer Service OperationsWorkforce ManagementOperations StrategyHealthcare OperationsCustomer Experience

Tech Stack

Tools & technologies

PythonSQL

About the role

Key responsibilities & impact

Lead Customer Service & Operations demand forecasting and analytics
Identify, shape, and deliver strategic outcomes through business analytics
Collaborate with business leaders as a thought partner and drive organizational decision-making using data and analytical insights
Participate in strategic discussions with Client leadership and address complex, high-priority challenges
Provide strategy and analytics support for Customer Service Operations across Medical, Dental, Digital, Chat, and Pharmacy Benefit Services
Lead business analysts and resource planning professionals
Collaborate with Operations, Workforce Management, Product, and Technology teams
Develop analytical models and insights and build compelling business cases
Maintain, improve, and publish call volume, case volume, chat volume, and average handle time forecasts
Identify and size new intent and ensure it is accurately and timely captured to enable staffing strategies
Recruit, coach, develop, and sustain a high-performing analytics team
Make analytically grounded strategic recommendations across Operations, Workforce Management, Footprint, Product, and Technology
Partner on mid- to long-term data strategy and workforce transformation
Lead or support technology investments and deployment of AI capabilities
Assess new data elements, drivers, and modeling techniques; back-test and validate forecast accuracy
Analyze new intent, identify business opportunities, guide test design, and recommend deployment timing and staffing strategy
Publish long-range and short-range forecasts across US Employer and PBS lines of business
Monitor and analyze forecast variance, drivers, and the impact of new intent

Requirements

What you’ll need

Bachelor’s degree in Math, Economics, Statistics, Engineering, Business or related field preferred
5 years of relevant management consulting or analytics experience
Strong oral and written communication skills
Ability to present work products to senior executives and influence buy-in
Ability to lead large-scale project and program teams and independently drive work forward
Ability to partner across organizations and roles to influence and deliver work
Two years of building, managing, or using business models, such as optimization, predictive analysis, or financial/credit modeling
Strong analytical and finance skills
Proficiency in an analytics-focused coding language, such as SQL, Python, or R
2+ years of people leadership experience preferred
Eight or more years of relevant analytics or management consulting experience preferred
Relevant healthcare experience preferred
Relevant Operations and/or Customer Experience experience preferred
Four or more years of end-to-end model design and ownership experience preferred
Home internet connection through cable broadband or fiber optic service with at least 10 Mbps download and 5 Mbps upload

Benefits

Comp & perks

Annual bonus plan eligibility
Medical, vision, and 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 work opportunity
Cable broadband or fiber optic internet service requirement for home working