Operating Effectiveness Associate Director
Position Summary:
The Operating Effectiveness Associate Principal will be responsible for leading an improvement agenda for the vertical and working closely with Senior Stakeholders, including Clients. S/he is responsible for ensuring smooth delivery on functional and vertical goals of the site in alignment with the global level and charter agenda that covers Optimization, Productivity Improvement, Customer centricity, Customer experience elevation. Through Continuous Improvement or Transformative ideas, drive improvements to all customers facing metrics like CSAT, Quality, Turnaround time, wait time and for the organization enhance productivity, Accuracy, Quality and Resource Utilization by using LSS methodologies & DNA building within the Organization.
Job Description & Responsibilities:
- Continuous Improvement & Transformation
- Apply Lean/Six Sigma methodologies to improve performance, reduce waste, and enhance productivity across multiple sites and functions.
- Lead transformational initiatives to adapt operations in line with evolving industry and market trends.
- Define, optimize, and maintain end-to-end processes to ensure maximum efficiency.
- Lead SLA baselining, AHT optimization, and KPI tracking to meet and exceed operational targets.
- Project Leadership & Delivery
- Prioritize, scope, and execute high-impact improvement projects, ensuring delivery within budget, timelines, and defined benefits.
- Lead cross-functional teams to map current processes, identify gaps, and implement improvement roadmaps.
- Conduct root cause analysis (RCA) and problem-solving to address performance bottlenecks.
- Stakeholder Collaboration & Change Management
- Build and maintain relationships across functions to identify improvement opportunities and implement measurement systems.
- Partner with IT to align current and future technology needs for process optimization.
- Drive change management initiatives to embed a culture of continuous improvement and operational excellence.
- Coach and mentor stakeholders at all levels to adopt Lean principles and best practices.
- Performance Measurement & Governance
- Define and monitor Key Performance Indicators (KPIs) to measure process efficiency and project impact.
- Establish governance frameworks to sustain improvements and track benefit realization.
- Collaborate with leadership to ensure strategic alignment and delivery of organizational goals.
- Build and manage a team of process analysts, improvement specialists, and program managers.
- Mentor and coach leaders and staff on process excellence methodologies and tools.
Experience Required:
- Education: Bachelor’s Degree required; MBA preferred
- Certification: Certified Six Sigma Black Belt (mandatory; Green Belt acceptable with significant Black Belt project experience)
- Experience: 16+ years’ experience in Service Excellence, Quality, or Process Improvement roles, with at least 5 years in US operations preferred
- Proven expertise in project management, Six Sigma/Lean initiatives, process transformation, automation, P&L analysis, and continuous improvement
- Technical Skills: Minitab, MS Excel, MS PowerPoint; experience in analytics and statistical problem-solving
- Strong quantitative and analytical problem-solving ability
- Ability to influence without authority and inspire cross-functional team
Equal Opportunity Statement
Evernorth is an Equal Opportunity Employer actively encouraging and supporting organization-wide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations.
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.
Skills Required
- Bachelor’s degree
- Certified Six Sigma Black Belt; Green Belt acceptable with significant Black Belt project experience
- 16+ years of experience in Service Excellence, Quality, or Process Improvement roles
- At least 5 years of experience in US operations
- Expertise in project management, Six Sigma and Lean initiatives, process transformation, automation, P&L analysis, and continuous improvement
- Experience with Minitab, Microsoft Excel, and Microsoft PowerPoint
- Experience in analytics and statistical problem-solving
- Strong quantitative and analytical problem-solving ability
- Ability to influence without authority and inspire cross-functional teams
- MBA
Cigna Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cigna and has not been reviewed or approved by Cigna.
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Strong & Reliable Incentives — Strong bonus outcomes are frequently highlighted, with annual bonuses described as really good alongside above-average salary levels. Stock or long-term incentive elements are also noted as part of the overall package in some roles.
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Leave & Time Off Breadth — Time-off benefits are portrayed as a meaningful part of total rewards, including generous PTO and flexibility that can enhance the perceived value of compensation. Flexible work-from-home arrangements are repeatedly linked with satisfaction about the overall package.
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Healthcare Strength — Health coverage is described as broad in design, with preventive care often covered at no charge in-network and options like virtual care and wellness incentives. A large provider network and strong digital tools are positioned as practical advantages when using benefits.
Cigna Insights
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At Cigna, we're more than a health insurance company. We are your partner in total health and wellness. And we’re here for you 24/7 – caring for your body and mind. As a global health service company, Cigna's mission is to improve the health, well-being, and peace of mind of those we serve by making health care simple, affordable, and predictable. Our values are the core of our culture. Our values guide how all 74,000 of us around the world work together, serve our customers, patients, clients, communities, and deliver on our mission.
