Director of Strategic Initiatives - Evernorth - Hybrid

This is a hybrid role and will require the ability to work either in an office setting or travel to Evernorth contact center and pharmacy locations. The ideal candidate will reside in Memphis, TN, Orlando, FL, Scottsdale, AZ, Whitestown, IN or Tempe, AZ. Are you ready to lead high‑impact initiatives that shape the future of Evernorth? As a Director of Strategic Initiatives, you will oversee cross‑functional efforts that support growth, innovation, and operational excellence. You’ll join a collaborative and forward‑thinking team within the Accredo Contact Center that values partnership, continuous improvement, and meaningful impact. If you thrive in a dynamic environment and are motivated to make a difference, we’d love to meet you.

Position Summary The Director of Strategic Initiatives provides direction for and is responsible for the output of multiple disciplines within Business Project Management and Contact Center Operations. Helps lead business consulting activities for Accredo Contact Center business segment. Approves proposed project plans, and/or policy/process improvement initiatives and designs to ensure alignment with standards and business strategy. Serves as a lead role in enabling the business to achieve their objectives through the effective use of resources and operating efficiencies. Responsible for optimizing business performance by enhancing the alignment between business processes, organization architecture, and information technology. Serves as the strategic interface with assigned business partners.

This role will approve business consulting policies, standards and procedures. Represents contact center leadership and contributes to development of process-related policies, standards, governance, and methodologies to enable the business to seamlessly adopt enterprises driven by technology and process changes. Possesses significant freedom to act in the short term. Makes decisions, often based on limited information, that have a long-term impact across the function. The position will play a pivotal role in fostering ongoing communication and collaboration with the contact center leadership team, ensuring that initiatives are clearly communicated, updates are shared regularly, and operational impacts are understood across all key stakeholders. Other requirements will include exceptional communication skills, frequent travel and onsite meeting participation, along with strong PowerPoint skills.

Responsibilities

• Champion the development and execution of large-scale, cross-functional business projects that align with Evernorth’s strategic vision and deliver measurable outcomes.
• Partner with senior leaders to shape project priorities, investment decisions, and long-term goals.
• Translate strategic objectives into actionable milestones, roadmaps, and clear success metrics.
• Lead through influence and inspire cross-functional teams (operations, real estate, technology, IT, HR, and more) to achieve coordinated execution and breakthrough results.
• Represent Contact Center Leadership in strategy, planning, and governance forums, applying sound judgment and critical thinking.
• Monitor project performance, proactively manage risks, and implement solutions to ensure projects are delivered on time and within scope.
• Foster a culture of continuous improvement by optimizing processes, workflows, and resource utilization.
• Serve as the central point of contact for executives and stakeholders, delivering clear updates, insights, and recommendations.
• May have small people leadership responsibilities with one direct report or less.
• Support ad-hoc needs as identified by the Accredo Contact Center Leadership.

Qualifications Required

• Knowledge of Evernorth, Cigna or Accredo operations.
• 8+ years of leadership experience to include contact center operation, leading complex business, operational or transformative projects.
• Demonstrated ability to manage and motivate cross-functional teams in fast-paced, dynamic, and sometimes ambiguous environments.
• Strong experience with MS Office (including Excel and PowerPoint).
• CRM experience.
• Demonstrated ability to lead cross‑functional efforts to improve efficiency and deliver results aligned with strategic objectives.
• Able to make sound decisions with limited information while maintaining alignment and clarity in complex environments.
• Demonstrated ability to work with cross-functional partners to collaborate, facilitate and resolve issues and be able to develop customized solutions to meet business requirements.
• Strong leadership, strategic thinking, and decision-making skills.
• Excellent communication, negotiation, and stakeholder management abilities.
• High adaptability and problem-solving skills, with the ability to resolve issues and generate results among diverse groups.
• Exceptional organizational skills, with the capacity to manage multiple priorities simultaneously.
• Willingness to travel 25% less than 50%.

Preferred

• Bachelor’s degree in Business, Management, Finance, Operations, or a related field; Master’s degree.
• Experience operating within a complex, matrixed organization.
• Strong technical understanding to assess value, prioritize initiatives, and solve critical problems.
• Genesis knowledge is helpful.

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.

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 require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response. 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.