Director, Customer Service Operations, PBS Commercial - Evernorth - Remote

POSITION SUMMARY

The Director, Customer Service Operations, Pharmacy Benefit Services (PBS) Commercial is responsible for the day-to-day leadership and management of a customer service organization consisting of approximately 260 internal and 630 GSP call center advocates. This role provides strategic direction and operational oversight across multiple customer service functions, ensuring the timely and effective resolution of customer inquiries through both inbound and outbound telephone and email channels while maintaining established service and quality standards.

The Director contributes to the development and execution of functional and departmental strategies, translating organizational objectives into actionable business plans. Working collaboratively across the enterprise, this leader helps integrate customer service operations with other departments to drive seamless customer experiences and improve organizational performance.

This role is accountable for monitoring and reporting on service quality, operational effectiveness, and business outcomes, while identifying opportunities for continuous improvement. The Director regularly partners with and influences senior leadership, providing insights and recommendations that support business objectives. Decisions made in this position have a significant impact on short- and medium-term performance across the customer service function.

Candidates who reside within 50 miles of the following locations will be required to perform onsite 3 days per week: Bloomfield, CT; Chattanooga, TN; Denver, CO; Scottsdale, AZ.; St. Louis, MO.

Primary Responsibilities

Operational Cadence:

- Lead a disciplined operating cadence through regular business reviews, performance discussions, and action planning to drive accountability and continuous improvement.
- Drive a culture of operational rigor by implementing structured performance management routines, root cause analysis, and follow-through on improvement initiatives.
- Ensure consistent execution of workforce management, quality, productivity, and service-level review processes to support operational and client performance goals.
- Establish and communicate organizational objectives while interpreting and implementing company policies, strategies, and priorities.
- Ensure service excellence by maintaining quality and performance standards while meeting all client-specific contractual commitments and regulatory requirements.
- Monitor and analyze key performance indicators, trends, and operational metrics, ensuring timely identification of risks, opportunities, and corrective actions.

Strategy and Transformation:

- Develop and execute customer service transformation strategies that enhance the client and member experience, improve operational efficiency, and support long-term business goals.
- Leverage emerging technologies, automation, and AI-enabled solutions to improve operational efficiency, enhance service quality, and elevate the client and member experience.
- Lead the successful execution of a portfolio of strategic initiatives and projects, leveraging cross-functional partnerships and delegating responsibilities to leaders, project resources, and contact center management teams.
- Anticipate the needs of internal stakeholders and external clients, identify root causes of complex challenges, and develop both short- and long-term solutions.

People Leadership:

- Foster a culture of accountability, engagement, and continuous improvement by coaching leaders, recognizing performance, and creating an environment where employees feel valued, supported, and empowered to succeed.
- Serve as a trusted advocate and change leader, influencing and driving alignment across all levels of the organization to achieve business objectives.
- Build and strengthen client relationships by proactively addressing concerns, resolving escalated issues, and identifying opportunities to enhance service delivery.
- Develop leadership talent and organizational capability by coaching and mentoring leaders, creating succession plans, and providing stretch assignments and development opportunities.

Key Qualifications

- Bachelor’s degree preferred
- 8+ years of progressive leadership experience in contact center, customer operations, service delivery, or related operational leadership roles
- 5+ years leading managers, senior managers, or equivalent leadership roles
- Proven experience leading regional, multi-site, virtual, or omni-channel contact center operations, with a track record of driving operational performance, customer experience, and continuous improvement.
- Demonstrated ability to develop and execute operational strategies, translate enterprise objectives into measurable action plans, and lead transformation and change initiatives in complex, matrixed environments.
- Strong leadership capabilities with experience building, developing, and retaining high-performing teams and leaders while fostering an inclusive, accountable, and highly engaged culture.
- Excellent communication, relationship management, and influence skills, with the ability to effectively partner across business, technology, digital, workforce management, quality, training, and analytics functions.
- Proven analytical and problem-solving skills, with the ability to leverage data and insights to make sound business decisions and drive operational results in fast-paced environments.
- Strong business and financial acumen, including experience with budgeting, forecasting, workforce planning, productivity management, and resource allocation.
- Demonstrated ability to manage projects and change cross-functionally in a fast-paced and highly matrixed environment.
- Flexibility to accommodate ~20 travel- includes international

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 132,500 - 220,900 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.

At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here .

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process, please email [email protected] for assistance.  Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.