Note: The job is a remote job and is open to candidates in USA. The Cigna Group, through Evernorth Health Services, is dedicated to improving the health and vitality of the people it serves. The Senior Manager will lead Customer Service and Operations demand forecasting and analytics, guide strategic decision-making with data-driven insights, and manage a team of business analysts and resource planning professionals.
Responsibilities
- Responsible for identifying, shaping, and delivering strategic outcomes for the CSO organization through a variety of business analytics disciplines
- Responsible for providing strategy and analytics support for the Customer Service Operations team responsible for delivering customer service support across Medical, Dental, Digital, Chat and Pharmacy Benefit Services (PBS)
- Lead a team of business analysts and resource planning professionals, working closely with Operations, Workforce Management, Product and Technology teams to guide the development of analytical models/insights and build compelling business cases that positively influence the outcomes of the opportunities at hand
- Maintain, improve and publish call volume, case volume and average handle time forecasts across multiple lines of business
- Work closely with upstream and downstream Business, Finance and Operations partners to identify and size new pieces of intent and ensure these are accurately and timely captured to enable staffing strategies that optimize for both member experience and operational expenses
- Act as a key thought partner for both the executive they support and their direct reports
- Recruit and sustain a high performing analytics team capable of providing exceptional analytics and strategic insights to their primary executive partner organizations in CSO
- Individual will set an exceptionally high bar for excellence, coach current associates to their full potential and recruit / develop high potential talent into open roles
- Individual will create a collaborative culture that has a high degree of ownership for their work product while providing exceptional support for their partner/customer organization in CSO
- Using a background of proven business acumen, make analytically grounded strategic recommendations to key stakeholders across Operations, Workforce Management including Footprint, Product and Tech
- The individual will think far beyond tomorrow to identify transformational opportunities for change
- The individual will partner with the C&CE Strategy & Analytics team on our mid to long-term Data Strategy in the context of the strategic transformation that will enable the Workforce of the Future
- The individual will lead and/or support several strategic efforts such as Tech investments and deployment of AI capabilities in the C&CE ecosystem
- Maintain and improve forecast models by assessing new data elements, new drivers and modeling techniques, back-testing and validating the accuracy of these models
- Employ a range of analytical techniques to assess the impact of new intent (e.g. new clients, new products, new technology, OPEX initiatives), identify business opportunities and make strategic recommendations
- The individual will identify the right series of analytics approaches for each individual situation, understand the strengths and weaknesses of the analysis or model, and effectively incorporate those into the overall recommendation
- The individual will also look to influence the identification, testing and deployment of new intent
- This may include supporting the development of business cases, providing guidance on test design and analytics as well as making recommendations on deployment timing and associated staffing strategy, balancing risk vs. rewards
- Publish call volume, chat volume and average handle time long-range and short-range forecasts across US Employer (USE) and PBS lines of business
- The individual will also monitor and analyze forecast variance for these LOBs, digging into drivers and assessing/monitoring the impact of new intent
Skills
- 5 years of relevant management consulting (preferred) or analytics experience
- Strong communication (oral and written) skills, including an 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, e.g. optimization, predictive analysis, or financial / credit modeling
- Strong analytical and finance skills are required
- Proficiency in an analytics-focused coding language, e.g. SQL, Python, or R
- 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
- Bachelors degree in Math, Economics, Statistics, Engineering, Business or related field preferred
- MBA or other relevant graduate degree in Math, Economics, Statistics, or Engineering
- 2+ years of people leadership experience
- Eight or more years of relevant analytics or management consulting experience
- Relevant healthcare experience
- Relevant experience in Operations and/or Customer Experience roles
- Four or more years of end-to-end model design and ownership experience, e.g. optimization, predictive analysis, or financial / credit modeling
Benefits
- This role is also anticipated to be eligible to participate in an annual bonus plan.
- Medical, vision, dental, and well-being and behavioral health programs starting on day one of employment
- 401(k)
- Company paid life insurance
- Tuition reimbursement
- A minimum of 18 days of paid time off per year
- Paid holidays
- Leaves of absence
- Fully remote opportunity for candidates in select geographies
Company Overview