Team Lead, Client Service Delivery
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Job Description
Team Lead responsible for executing operational initiatives in client service delivery at Cigna. Collaborating across teams to enhance service delivery performance and improve client experience.
Responsibilities:
- Lead and execute complex, cross-functional operational initiatives from intake through completion
- Apply project management discipline, including defining scope, sequencing work, tracking dependencies, and mitigating risks
- Develop and maintain SOPs, workflows, intake processes, and escalation paths to drive consistent execution
- Translate ambiguous or informal practices into clear, scalable, and repeatable processes
- Partner with Operations, Claims, IT, Clinical, DocGen, COE, and other stakeholders to drive operational improvements
- Submit, track, and manage enhancements and operational requests through established governance tools (e.g., SmartSheet, ServiceNow)
- Act as an extension of CSDM leadership to advance priority workstreams and initiatives
- Prepare summaries, materials, and insights to support leadership decision-making
- Leverage Microsoft tools and AI-enabled capabilities (e.g., Microsoft Copilot) to enhance productivity and documentation
Requirements:
- Bachelor’s degree
- 5–7 years of experience in a corporate healthcare environment
- Experience in operations, service delivery, or client support
- Strong project management skills with demonstrated ability to lead cross-functional work without direct authority
- Experience developing SOPs, workflows, and process documentation
- Ability to operate in ambiguity and create structure within complex environments
- Proficiency in Microsoft Office tools (Excel, PowerPoint, Word)
- Experience with workflow and tracking tools (e.g., SmartSheet, ServiceNow)
Benefits:
- medical, vision, dental, and well-being and behavioral health programs
- 401(k)
- company paid life insurance
- tuition reimbursement
- a minimum of 18 days of paid time off per year
- paid holidays
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