Senior Director Workforce Planning

The job profile for this position is Resource Planning Senior Director, which is a Band 5 Management Career Track Role.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply

Our people make all the difference in our success.

The Workforce Management Senior Director is a key leadership role focused on transforming our Workforce Management (WFM) organization. This leader will rebuild tools, processes, and technology to enable more intelligent and dynamic workforce management outcomes. The role requires a visionary leader capable of managing and communicating complex workforce concepts in an easy-to-understand, actionable, and impactful way.

This role involves interacting with, collaborating with, and educating business operations and finance leaders, as well as the executive leadership team, on workforce planning and management capabilities and their impact on the business. The leader will gather insights and understand future planning needs to ensure a strategic partnership in delivering to our most critical stakeholders.

Key Responsibilities:

• Lead the transformation of the WFM organization by developing and implementing innovative tools, processes, and technologies.

• Drive the evolution of our business model and network strategy to support dynamic workforce management.

• Influence and collaborate with upstream technology and operations leaders to adopt new ways of working.

• Establish and deliver against broader footprint strategic priorities, including managing geographic concentration risk and optimizing our global supplier partner network.

• Leverage data to build a strategic vision and develop analytical frameworks to drive more efficient staffing outcomes with better agent quality.

• Oversee key workforce functions, including long-term and short-term staffing planning, as well as agent scheduling.

• Care for critical business needs such as peak enrollment planning and other key business initiatives across Cigna and Evernorth

• Deliver against service levels, cost targets and provide insights on staffing outcomes via data-driven analytics and relationship building with key intent partners.

• Foster a culture of continuous improvement and innovation within the WFM team.

• Ensure that workforce management strategies align with the overall business objectives and goals.

• Develop workforce capabilities to better manage our future workforce, which will look different on the other side of AI driven technology investments

• Attract and recruit top talent, set team goals aligned to the organization strategy, motivate and lead the team toward those goals.

Qualifications:

• Bachelor's degree in Business or related area

• 10+ years of experience with operations, workforce management, consultation or similar applicable experiences

• 10+ years of experience in supporting complex operations in a matrixed corporate environment supporting both domestic and global resources

• 5+ years of experience with budget management including P&L ownership

• 5+ years of experience large complex leading teams

• 3+ years of practiced automation and transformation development (including value tracking) experience and application

• Proven experience in leading transformational initiatives within workforce management or related fields.

• Strong understanding of workforce management tools, processes, and technologies.

• Ability to think strategically and drive change across business models and network strategies.

• Excellent leadership and collaboration skills to influence and work with cross-functional teams.

• Strong problem-solving skills and a passion for innovation.

• Exceptional communication skills, both written and verbal

• Ability to effectively communicate across a wide range of stakeholders including senior level executive leadership

• Strong knowledge and experience working with automated workforce management tools in a multi-site environment

• Excellent knowledge of multi-channel service center processes and operations

• Demonstrated skills with workforce management, reporting and executive level presentation, including Microsoft Office products

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 144, ,100 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 plan 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 and paid holidays. For more details on our employee benefits programs, click here.

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.

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.

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

---