Job Summary:

This position is responsible for leading and evolving the team of Stars Customer Experience, compliant administration of the CAHPS survey and Administrative metrics. Sr. Manager will assist in development and execute on strategic goals to maximize the performance of contract performance across responsible domains and respective metrics.

Core Responsibilities:

• Build a sustainable team of Stars Customer Experience team members to execute strategic initiatives focused on department interventions and enhancements


• Assist in strategy development with leads to create collaborative process to prioritize the available resources to maximize overall Stars performance


• Identify and develop specific initiatives to allow for optionality to address Star gap closure within the metric domains


• Work with matrix leadership across the organization to successfully prioritize and assist in the execution of business needs


• Seek to actively understand current processes to drive innovations for sustainable and scalable enhancements


• Leverage available data and tools touching Customer Experience to identify areas of improvement and collaborate on improving those identified areas to improve the metric performance


• Provide mentorship and guidance to direct reports for continued growth and development


• Host regular cadence touch points with direct team and leadership to promote transparency and project progress


• Share metrics and performance with business leaders, identifying key opportunities or process changes required


• Assist in a variety of projects related to the analysis of claims, clinical and financial data, with a focus on improving metric performance

• The ongoing education of industry and project management techniques to grow and evolve the team to best incorporate into the business units

Minimum Qualifications:

• Bachelor degree preferred, or 3 years minimum management experience


• Masters Degree preferred


• Proven ability to customer experience team


• Strong ability to evaluate, interpret and manipulate data


• Project management and organizational excellence experience


• Excellent verbal and written communication skills; ability to prepare and deliver presentations to managers and clinicians


• Strong people management skills

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 Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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.