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.

Requirements

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

Benefits

medical
vision
dental
well-being and behavioral health programs
401(k)
company paid life insurance
tuition reimbursement
a minimum of 18 days of paid time off per year
paid holidays

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

program managementoperations managementrisk managementcontinuous improvementincident managementservice recoveryexecutive reportingimplementation cyclesgovernance programscross-functional leadership

Soft Skills

communication skillsleadershipcoachingteam developmentproblem-solvingprioritizationstakeholder managementexecutive presenceadaptabilitycollaboration

Certifications

PMP