Senior Director, US Operations - Head of Medical Call Centers

Senior Director, Head Of Medical Call Centers

The Senior Director, Head of Medical Call Centers, provides enterprise leadership for The Cigna Group's U.S. Employer Medical Customer Service organization, overseeing the strategic direction, operational performance, and transformation agenda across all medical service lines. This executive leader is accountable for an organization of 1,300+ direct and indirect team members, supporting more than 16 million customers, managing annual call volumes exceeding 10 million interactions, overseeing $40 million in performance guarantee commitments, and stewarding a $60 million operating budget.

This role serves as a critical leader in advancing The Cigna Group's commitment to delivering exceptional healthcare experiences by driving operational excellence, innovation, quality, and customer-centric outcomes  position partners extensively with enterprise leaders across Operations, Technology, Product, Finance, Human Resources, Sales, and Service organizations to define and execute strategies that improve customer experience, enhance efficiency, optimize service delivery, and accelerate business performance.

The Senior Director is responsible for establishing multi-year operational strategies, leading complex transformation initiatives, driving adoption of emerging technologies and AI-enabled capabilities, and ensuring the organization remains agile in adapting to evolving customer needs, regulatory requirements, and market demands. This leader also champions talent development, organizational effectiveness, and change leadership while fostering a high-performance culture rooted in accountability, collaboration, and innovation.

This position may be based remotely or at any Cigna office location.

Enterprise Leadership & Strategy

• 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 that align customer experience, business objectives, financial performance, and growth priorities.
• Serve as a key member of the Operations leadership team, influencing organizational strategy, transformation roadmaps, and investment priorities.
• Establish annual operating plans, performance objectives, and workforce strategies that support corporate goals and long-term scalability.
• Serve as a senior advisor to enterprise leadership, shaping strategic decisions regarding customer experience, operational investments, digital transformation, and organizational priorities.

Operational Excellence & Customer Experience

• Drive industry-leading customer experience outcomes through disciplined operational execution, quality management, and service innovation.
• Ensure achievement of service level commitments, performance guarantees, quality standards, and regulatory requirements across all medical customer service operations.
• Cultivate a culture of continuous improvement by identifying opportunities to enhance operational efficiency, eliminate friction points, and improve customer outcomes.
• Lead enterprise operating reviews and governance forums to assess performance, mitigate risks, and accelerate decision-making.
• Design and evolve the end-to-end service operating model across channels, geographies, vendors, and lines of business to ensure scalability, consistency, and sustainable growth.

Transformation & Innovation

• Champion modernization initiatives, including AI-enabled solutions, contact center innovation, intelligent routing, automation, and emerging service technologies.
• Lead large-scale change management efforts related to new products, capabilities, operating models, systems implementations, and business transformations.
• Partner with Technology and Product organizations to evaluate, pilot, and scale innovative solutions that reduce customer effort, eliminate root-cause drivers of dissatisfaction, and improve customer and employee experiences.
• Foster a test-and-learn environment that accelerates innovation while maintaining operational stability and regulatory compliance.

Financial & Vendor Management

• Maintain accountability for a $60 million operating budget while balancing service quality, productivity, customer experience, and financial outcomes.
• Oversee a complex service delivery ecosystem encompassing multiple operating models, technology platforms, and global supplier relationships.
• Provide executive oversight of third-party vendor performance, contractual obligations, and strategic partnerships to ensure alignment with enterprise objectives.
• Drive financial discipline and resource optimization to maximize organizational value and return on investment.

Talent & Organizational Leadership

• Build and develop a high-performing leadership team capable of delivering results in a dynamic, highly matrixed environment.
• Create a culture of empowerment, accountability, inclusion, and continuous development.
• Lead succession planning, leadership development, and talent strategies…