Job Description

The Program Management Director leads Evernorth-wide readiness and governance activities supporting complex, cross-functional implementations across all lines of business and divisions. This role owns a year-round governance framework with monthly go-lives, including large-scale January 1 implementations, and ensures risks, dependencies, and operational impacts are quickly identified and proactively managed and communicated.

Serving as a central coordination point across approximately 40 workstreams, the Director partners closely with Evernorth and Cigna leaders, represents Evernorth in enterprise governance forums, and provides leadership during major situational events and incidents.

In addition, this role provides strategic and operational leadership for the Client Services function supporting PBS clients. The Director drives work through functional team leads by owning the service model, intake governance, performance management, and cross-functional alignment to ensure client needs are prioritized appropriately, delivered with quality and consistency, and continuously improved.

RESPONSIBILITIES:

• Lead Evernorth readiness and governance programs supporting monthly and annual go-lives.

• Coordinate across cross-functional workstreams to manage dependencies, risks, and implementation readiness.

• Identify and mitigate client, vendor, and internal operational risks impacting delivery timelines and member experience.

• Lead through Team Leads by setting expectations, coaching and developing leads/SMEs, aligning priorities and capacity across pillars, and ensuring coverage for critical events (OE, go-lives, launches).

• Own the Client Services operating model, including scope, tiered support approach, roles/responsibilities, and service standards across intake, support, and readiness workstreams.

• Drive client issue and risk leadership for high-impact/Tier 1 items, including rapid triage, executive communication, service recovery coordination, and post-incident root cause actions.

• Partner cross-functionally with Contact Center leadership, Account Teams, Implementation, WFM, Product, and Analytics to align priorities, resolve blockers, and improve end-to-end client outcomes.

• Connect readiness insights across operations, benefits, testing, communications, pharmacy and contact center teams.

• Represent Evernorth in enterprise governance forums with Cigna; report status, risks, and issues and drive resolution.

• Lead cross-functional response efforts for major incidents and situational events.

• Deliver clear, executive-level reporting and communication.

• Manage continuous improvement initiatives to reduce rework and reactive volume, streamline handoffs, automate where possible, and improve client and PCA experience.

IDEAL CANDIDATES WILL HAVE A COMBINATION OF THE FOLLOWING:

• Bachelor’s Degree in related field.

• 10+ years of experience in program management, operations, or large-scale cross-functional leadership roles.

• Proven experience leading complex, enterprise-wide initiatives.

• Strong verbal and written communication skills with executive presence.

• Demonstrated ability to manage risk, ambiguity, and competing priorities.

• Experience leading and developing teams.

• Experience in healthcare, PBM, or regulated environments.

• PMP or similar certification.

• Experience supporting large-scale implementation cycles or annual plan launches.

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 156,800 - 261,400 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.

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

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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 seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

Cigna 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.