Genesys Decisions Product Lead - Operating Effectiveness Senior Manager

This position is responsible for the implementation, product leadership and governance of the Genesys Decisions software suite supporting workforce optimization across the enterprise within the workforce planning center of excellence.

The Sr. Manager will be a member of the Workforce Optimization leadership team and will be the owner of the strategic call planning technology supporting the enterprise within the workforce center of excellence via the technology work stream.

Responsibilities include:

• Support operational simplification in the contact center while providing state-of-the art support to call planning teams in using Decisions in the most optimal manner.


• Lead Implementation of all Decisions modules: Planning, Forecasting, etc…


• Partner with vendor on end-user training to ensure that proper configuration and administration as well as adequate Data Mart is in place.


• Lead the administration team and build governance model at the enterprise level.


• Develop & deploy adequate enterprise KPIs to automatically report on forecasting accuracy on set frequency.


• Support establishment of best in class demand forecasting procedures and connection with the Decisions application.


• Directly and indirectly manage teams to achieve expected deliverables across multiple functions, domains and sub-domains. Collaborate cross-functionally to ensure strategic initiatives are prioritized, scheduled and delivered appropriately. 


• Ensure appropriate project and development methodologies (e.g. AGILE, SCRUM, etc.) are used with technology partners to structure and manage interdepartmental and intra-departmental initiatives efficiently.


• Closely partner with the vendor and stay connected to innovation related to this product suite and develop cost/benefit analyses to deploy highest yielding modules within Cigna.


• Ensure that target savings are achieved by building efficiencies in the workforce plans as milestones are delivered across the workforce technology book of work.


• Manage all backlog prioritization and presentations.

Qualifications include:

• 10+ years proven leadership experience, including at least 5+ years of workforce planning experience


• Bachelor’s degree.  Preferred in Supply Chain/Logistics or Business Administration.


• Ability to communicate effectively and appropriately with multiple audiences.


• Macro thinker, able to think across a large cross-functional project portfolio


• Maintain knowledge base on new technology trends, solutions and techniques and protocols.


• Proven Technology experience or a liaison position that interfaced extensively with Technology.

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.

When you work with Cigna, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make?  To see our culture in action, search #TeamCigna on Instagram.

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.