Contact Center Director, PBM Commercial Operations - Evernorth - Remote

POSITION SUMMARY

The PBM Commercial Contact Center Director is responsible for end-to-end oversight of business outcomes, member experience, and advocate experience for 500+ Advocate FTEs and multiple Global Service Partners.

Leads execution on the line of business priorities, partners with internal stakeholders and partners to deliver strategic insight and direction to leading the operation. Leads a team of managers to manage business outcomes, own the member experience, and champion the frontline advocate experience. Establishes strategic goals across the function and advances customer service strategy for PBM Commercial clients. Creates, Adapts, and executes functional or departmental business plans. Helps integrate Customer Service with other departments, and reports on quality and efficacy. Interacts with and influences senior leadership.

Primary Responsibilities

• End to end ownership of the performance of the Customer Service Operation aligned to PBM Commercial clients, inclusive of internal FTE performance as well as management and oversight of vendor performance.

• Demonstrated understanding of managing production metrics/service levels, customer experience, and production staff.

• Determines organizational objectives and interprets line of business goals and strategies into operational objectives and delivery.

• Demonstrates transformational change leadership in enabling, promoting, and growing healthcare services to be more digitally based.

• Deliver on a quality, differentiated service model, based on the individual, unique needs of our members, while also leading cost containment strategies to reduce repeat and escalated calls.

• Foster ongoing client relationships by troubleshooting escalated issues, bringing escalated issues to resolution, and putting in place proactive resolution strategies to mitigate future escalated issues based on root causes.

• Brings innovation to the Operation to deliver on test & learn initiatives and other innovative solutions to gain information on the demands from the marketplace & our customers, in order to translate the feedback into operational effectiveness plans to deliver on client and member expectations.

• Ensure quality and service standards are maintained along with client-specific contractual requirements.  

• Ability to effectively partner and to lead matrix partners to deliver on the needs of the business, such as training and Workforce Management teams.

• Partner with Account Management and Client teams, as well as Product and Technology to anticipate and plan for key business initiatives and client-specific service requirements.

• Demonstrated effectiveness working in a highly matrixed organization.

• Focus on quality customer service best practices and leverage external industry best practice insights and market trends to improve our operation.

• Strong leadership of managers of managers, influence and drive accountability.

• Provide oversight to managers and their teams to ensure follow-through on operational commitment and create operational efficiencies and cross-functional alignment.

• Develop and build leadership talent and capability within the team and direct reports. Provide stretch learning and development assignments to leaders.

• Responsible for driving the execution of a portfolio of projects, delegating responsibility to team members, project support resources and core contact center management.

Key Competencies

• Influential Leadership: Work collaboratively with the PBM leadership team and with leaders across the enterprise to ensure alignment on execution against the most critical initiatives across the enterprise and measures of success. Enables the model for Operational leaders to be end-to-end business owners of their operation, inclusive of GSP performance. Is skilled at getting individuals, teams, and an entire organization to perform at a higher level and to embrace change; negotiates skillfully to achieve a fair outcome or promote a common cause; communicates a compelling vision and is committed to what needs to be done; inspires others; builds motivated, high-performing teams; understands what motivates different people.

• Communication: Successful in communicating with a wide variety of audiences both horizontally and vertically from executive leadership, matrix partners, operational leaders, and global service partners. 

• Strategic Vision and Agility - Ability to think strategically for the PBM Commercial line of business and anticipate future consequences and trends, bring market insight and trends into shaping strategic priorities and partnerships.

• Matrix Management/Relationship Building – Enterprise thinker with proven ability to influence across a matrix environment.  Ability to develop strong relationships across all levels of the organization, and with external partners. 

• Emotional Intelligence – Demonstrated strong EQ as evidenced by the ability to understand other people, what motivates them and how to work cooperatively with them. Proven track record of resilience, empathy, strong listening skills and the ability to work through challenging business situation in a highly collaborative way to drive the right business outcomes.  Possesses strong self- awareness and curiosity. 

• Business Acumen - Strong business acumen and ability to make connections with broad experience within the Operations ecosystem. Demonstrated ability to influence across a matrixed organization and develop trusting working partnerships with internal and external business partners.

• Drive for Results - Proven track record of exceeding goals and a bottom-line orientation; evidence of the ability to consistently make good decisions through a combination of analysis, wisdom, experience, and judgment; high level of business acumen, the ability to balance the delivery of programs.

• Leadership and Organization - Exceptional capacity leading and influencing cross-functional teams; ability to connect staff both on an individual level and in large groups; capacity to enforce accountability, develop and empower top-notch leaders from the bottom up, cultivate entrepreneurship, and learn the strengths and weaknesses of the team so as to put people in a position to succeed.

• Customer Focus – Is dedicated to meeting the expectations and requirements of clients, customers, providers, and GSPs; gets first-hand end-user information and uses it for improvements in products and services; acts with the end-user in mind.

• Action Oriented - Enjoys working hard in a fast paced, dynamic environment; able to act and react as necessary, even if limited information is available; not afraid to take charge of a situation; can overcome resistance to leadership

Key Qualifications

• Bachelor’s degree preferred; MBA preferred.

• 10 years' relevant experience developing and executing strategies in a contact center or related service operations environment, to include digital services.

• Demonstrated leadership skills; experience as a leader of leaders managing large, diverse teams with ability to motivate employees, handle difficult employee relations issues and create a culture that supports high employee morale and strong retention rates.

• Demonstrated effectiveness working in a highly matrixed organization.

• Excellent communication (oral and written), presentation and facilitation skills.

• Strong business and financial acumen.

• Expert in managing dependencies, steering teams towards milestones, and collaborating across multiple stakeholders and partners.

• Serves as an advocate and change agent, persuades and influences courageously at all levels of the organization.

• Communicates recommendations to management/senior business leaders through effective communication (oral and written).

• Anticipates internal stakeholder and external client needs, investigates the underlying causes and identifies short- and long-term solutions.

• Anticipates patterns and links; looks beyond the immediate problem to the wider implications; generates new solutions to complex problems.

• Demonstrated project management and organizational skills.

• Demonstrated ability to work cross-functionally in often-ambiguous situations to solve complex problems and improve quality and member/client experience.

• Ability to manage change, timelines and balance multiple deadlines in a very fast-paced environment.

• 25% travel, as expected.

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 126,800 - 211,400 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.

We want you to be healthy, balanced, and feel secure. That’s why 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) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

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 require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

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.

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