Director, Social Engagement & Community Management

The Cigna Group is building a modern social media and influencer marketing capability to strengthen trust expand reach and connect more authentically with patients clients and communities. Reporting to the Managing Director Social Media & Influencer Marketing the Director of Social Engagement & Community Management will lead the strategy governance and operational excellence of how The Cigna Group and its brands show up in conversation across every social channel.

This leader owns the enterprise community management model sets the standards for engagement moderation and escalation and is accountable for turning listening insight into brand action. As the internal champion for community this Director secures executive sponsorship aligns cross-functional stakeholders and ensures the community program is measured and reported against enterprise business outcomes.

The Director will lead a team of community managers and moderators supporting The Cigna Group Cigna Healthcare Evernorth and related brands. The role partners closely with Brand Integrated Marketing Corporate Communications Public Affairs Customer Care and Legal Compliance to protect and elevate the enterprise brand in a highly regulated environment.

The successful candidate will be a strategic and operational leader who combines governance measurement and team leadership with a deep understanding of social engagement social technology online communities customer care and reputation management.

Strategy & Vision

Develop evolve and own the enterprise community management and social engagement strategy aligned to brand marketing and business priorities.

Build and maintain a multi-year engagement model and roadmap that identifies audiences channels to drive discoverability and brand trust.

Define the operating model for how community works seamlessly with brand storytelling social influencer marketing and social intelligence work together to deliver on Lead-to-One promise and amplify positive moments and cultural relevance.

Establish annual and quarterly plans that support enterprise brand business and reputation goals.

Governance Policy & Risk Management

Own community engagement policies response playbooks brand voice guardrails and escalation protocols including issue and crisis response.

Partner with Brand Legal Compliance Public Affairs and Communications to ensure engagement practices align with regulatory and enterprise standards.

Establish moderation standards service-level agreements (SLAs) and quality assurance frameworks across in-house teams and agency partners.

Lead company-wide governance processes and best practices for community management and social care.

Team Leadership & People Management

Lead manage coach and inspire a team of community managers care specialists moderators and analysts.

Develop talent strategies including recruitment onboarding coaching retention and succession planning.

Foster a high-performance culture rooted in collaboration accountability learning and agility.

Champion employee well-being and resilience given the always-on nature of social engagement.

Cross-Functional Partnership

Serve as the primary liaison between the community program and enterprise stakeholders across the Business Operations and Marketing and Communications Legal and Compliance.

Partner with marketing and communications leaders to ensure community engagement supports broader business and reputation objectives.

Communicate community strategies priorities progress and outcomes across the organization.

Advocate internally for the value of community management and customer engagement.

Measurement Insights & Reporting

Own the enterprise community measurement framework including engagement quality sentiment response performance escalation volume and community health.

Translate social listening and community signals into actionable business insights and recommendations.

Deliver executive-ready reporting dashboards and quarterly business reviews.

Monitor competitor activity industry trends emerging platforms and evolving community behaviors to inform strategy.

Budget Vendor & Technology Management

Manage community operations budgets including staffing tools technology and agency investments.

Oversee the social engagement and community technology portfolio including listening moderation engagement and analytics platforms.

Manage agency and vendor relationships to ensure performance innovation and return on investment.

Evaluate emerging technologies and recommend future-state capabilities.

Strategic leadership with the ability to develop long-term vision and translate strategy into execution.

Deep expertise in social engagement online communities customer care and reputation management.

Strong operational discipline in governance playbooks service-level agreements and quality assurance.

Exceptional cross-functional collaboration and stakeholder management skills.

Strong analytical and business acumen with the ability to connect community activity to business outcomes.

Excellent written and verbal communication skills with executive presence.

Demonstrated experience during crisis and issue-response situations.

Strong team leadership coaching and talent development capabilities.

Deep understanding of major social platforms driving discoverability for brands including Reddit YouTube LinkedIn YouTube and X.

Bachelors degree in Marketing Communications Journalism Public Relations Business or a related field.

7 years of progressive experience in social media community management digital engagement customer care or related disciplines.

4 years of direct people leadership experience.

Demonstrated experience building and scaling community or engagement programs within large complex organizations.

Proven experience leading social issue management and crisis response.

Experience developing governance frameworks policies and playbooks.

Experience managing agencies vendor relationships and enterprise social technologies.

Experience within healthcare insurance financial services pharmaceutical or other regulated industries.

Familiarity with community measurement frameworks and social intelligence methodologies.

Experience integrating social care and community management operating models.

Experience establishing or scaling a Center of Excellence.

This is a hybrid position based in one of The Cigna Groups core U.S. office locations of Bloomfield St. Louis or New York. Standard business hours apply with flexibility required to support real-time engagement high-visibility moments crisis response and occasional evening or weekend activity.

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.

For this position we anticipate offering an annual salary of 147300 - 245400 USD / yearly depending on relevant factors including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.

At The Cigna Group youll enjoy a comprehensive range of benefits with a focus on supporting your whole health. Starting on day one of your employment youll be offered several health-related benefits including medical vision dental and well-being and behavioral health programs. We also offer 401(k) company paid life insurance tuition reimbursement a minimum of 18 days of paid time off per year paid holidays and leaves of absence. For more details on our employee benefits programs click here.

About The Cigna Group

Doing something meaningful starts with a simple decision a commitment to changing lives. At The Cigna Group were dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services we are committed to enhancing the lives of our clients customers and patients. 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 need a reasonable accommodation to complete the online application process please email for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

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.