Role Summary

The Program Management Senior Manager is responsible for daily oversight and management of Global Service Partners (GSPs) within the Provider Operations claim team, collaborating with internal teams and GSPs to enhance operational effectiveness and efficiency. Acting as an extension of the Claim Operations team, this role provides operational governance for GSPs supporting Claim Service Operations, ensuring high-quality and cost-effective operations across business teams and locations. The Senior Manager is accountable for partner performance, financial stewardship, and continuous improvement, proactively engaging with Operations Leaders to advance organizational objectives, optimize processes, and drive operational improvement. Serving as a key liaison between Cigna leadership, matrix partners, and external vendors, the role ensures achievement of performance, quality, and cost goals in coordination with Claim Operations leaders.

Key Responsibilities

• Provide end‑to‑end leadership and oversight of GSP claim operations to ensure delivery against performance, quality, cost, and customer experience objectives.
• Monitor and manage partner operational metrics, including days mail on hand, performance guarantees, quality outcomes, productivity, and staffing alignment.
• Identify opportunities to expand outsourced scope, including onboarding and implementation of new GSP sites in alignment with enterprise strategy.
• Deliver ongoing, proactive performance management to remove operational barriers, address risks, and drive continuous improvement.
• Develop, execute, and monitor GSP action plans to address gaps in performance, quality, or compliance.
• Provide consultative guidance to GSP leadership teams, ensuring alignment to Cigna processes, standards, and expectations.
• Influence internal matrix partners to secure timely and appropriate support for GSP success.
• Partner in the creation and delivery of executive‑level communications, executive summaries, and performance updates related to GSP operations.
• Serve as a connector across Legal, Compliance, IT, Finance, Workforce Management, Global Enterprise, Sourcing, and third‑party vendors to drive alignment and execution.

• Collaborate with Workforce Management to support long‑term planning, capacity modeling, and forecast changes impacting GSP operations.
• Ensure accurate review, reconciliation, and timely payment of supplier invoices, maintaining strong financial controls and audit readiness.

Qualifications

• High School Diploma or GED required.  Bachelor's Degree or Advance Degree preferred.
• Knowledge of Global Service Partner operational models, practices, and performance management frameworks.
• 5+ years of Medical Claim Operations experience preferred; equivalent experience in vendor or partner management strongly considered.
• Demonstrated success managing vendor relationships and identifying partnership opportunities that improve performance and scalability.
• Proven experience working within highly matrixed organizations, collaborating with internal and external partners, including executive leaders.
• Strong understanding of workforce capacity planning, forecasting, and financial modeling.
• Ability to adapt quickly to changing priorities and operate effectively in ambiguous, fast‑paced environments.
• Demonstrated ability to manage multiple priorities, deadlines, and competing demands with organizational agility.
• Excellent written, verbal, and active listening communication skills.
• Strong proficiency in Excel analysis and PowerPoint; ability to translate data into executive‑level insights.
• Familiarity with eMOS tools.
• Willingness to travel internationally.

Candidates who reside within 50 miles of the following locations may be asked to work in person on a hybrid schedule (three days per week): Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, or Scottsdale, AZ.

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 130,700 - 217,800 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.

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 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 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.

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.