Sr. Director Resource Planning and Operations Analytics

Senior Director Resource Planning & Operations Analytics

Job Summary

The Senior Director Resource Planning & Operations Analytics provides enterprise leadership for the integrated resource management function encompassing Workforce Management and Operations Analytics. This leader directs the long- and short-range forecasting capacity planning staffing scheduling intraday management operational analytics business intelligence performance reporting and resource optimization capabilities that enable the organization to meet service quality turnaround-time productivity client and financial commitments. Working through Directors and other people leaders the Senior Director aligns workforce strategy and analytical insight across business units operating models and work types translating complex demand workforce and operational data into clear decisions and sustained business results.

Organizational Scope & Leadership

• Provides strategic direction and accountability for the Workforce Management and Operations Analytics teams including the Directors who lead those functions.
• Owns an enterprise resource management operating model that connects demand capacity workforce supply skills schedules productivity cost quality and customer or client commitments.
• Exercises significant autonomy in decisions that shape functional strategy policy investment priorities and operating effectiveness over a multi-year horizon.
• Partners with executive leadership Operations Finance Technology Human Resources Implementation and Client Management to reconcile competing priorities and enable coordinated execution.

Essential Duties and Responsibilities

• Establish and execute a multi-year strategy and annual operating plan for resource planning and operations analytics aligned to enterprise objectives growth plans and changing business needs.
• Lead coach and develop the Directors and managers responsible for Workforce Management and Operations Analytics; build succession strength functional depth and a culture of accountability curiosity and continuous improvement.
• Set the integrated forecasting strategy for short-term medium-term and long-range demand workload staffing and capacity plans; ensure assumptions methodologies and outputs are transparent actionable and routinely recalibrated.
• Direct workforce planning hiring models staffing strategies skills planning scheduling standards and capacity management so resource supply is aligned with anticipated work demand and budget expectations.
• Oversee intraday and near-term resource optimization across inbound outbound digital case fax and other offline work including the timely movement of resources as demand backlog system conditions and performance risks change.
• Ensure Workforce Management practices support contractual and operational requirements including service level average speed of answer turnaround time quality utilization productivity and client performance commitments.
• Guide the design and use of scheduling workload routing queue management and contingency practices that optimize employee availability cross-functional resource sharing and business continuity.
• Direct enterprise operational analytics business intelligence reporting and performance measurement programs that give leaders an accurate common view of operational health risk opportunity and results.
• Sponsor executive dashboards scorecards and performance narratives that translate complex data into concise decision-ready recommendations and quantify the expected operational and financial impact.
• Establish governance for data definitions metric ownership reporting standards forecasting inputs analytical methodologies documentation and quality controls to strengthen trust in enterprise reporting.
• Advance the use of predictive analytics scenario modeling simulation optimization automation and self-service reporting to improve planning precision speed of decision-making and scalability.
• Identify and lead cross-functional initiatives that improve productivity resource utilization process flow customer and provider experience service delivery and cost management.
• Partner with Finance on labor budgets headcount plans workforce investment decisions productivity targets business cases and variance analysis; communicate tradeoffs and recommendations to executive stakeholders.
• Provide resource planning support for new business implementations growth initiatives operating-model changes and technology deployments including demand assumptions capacity implications and readiness requirements.
• Ensure effective escalation communication and analytical support during significant system demand staffing or operational events; help leaders understand service and financial exposure and coordinate mitigation actions.
• Cultivate strong partnerships with Technology and data teams to prioritize platforms data assets integrations and tools that improve the efficiency and reliability of WFM and analytics capabilities.
• Benchmark performance practices and technology against industry standards; anticipate emerging risks regulatory considerations and operating trends and translate them into proactive functional improvements.
• Own functional budget resource allocation vendor and technology priorities and portfolio delivery; ensure investments produce measurable value and align to strategic commitments.

Minimum Qualifications

• Bachelors degree required; Masters degree preferred in Business Operations Analytics Statistics Economics Industrial Engineering Healthcare Administration or a related quantitative or operational field.
• 12 years of progressive leadership experience in workforce management resource planning operations analytics business intelligence or a related operational discipline.
• 8 years of people leadership experience including leading managers and multiple teams or disciplines.

Knowledge Skills & Abilities

• Expert knowledge of workforce management principles including demand forecasting capacity planning staffing models scheduling intraday management queue and backlog management and resource optimization.
• Advanced understanding of operations analytics business intelligence performance measurement predictive modeling scenario analysis and data storytelling.
• Strong command of both short-term operational forecasting and long-range planning with the ability to link forecast accuracy capacity risk staffing actions and financial outcomes.
• Ability to create governance frameworks that improve data quality metric consistency analytical rigor and confidence in executive reporting.
• Demonstrated financial acumen including labor cost management budget planning business-case development investment prioritization and productivity analysis.
• Experience with workforce management analytics visualization and data tools such as IEX or comparable WFM platforms SQL Tableau Power BI SAS Python R or similar technologies.
• Exceptional executive communication and presentation skills with the ability to turn complex findings into clear recommendations decisions and action plans.
• Proven ability to lead through ambiguity solve complex and abstract business problems and balance short-term service needs with long-term strategic priorities.
• Ability to build collaborative relationships negotiate tradeoffs and drive alignment across diverse functions business units and leadership levels.
• Commitment to developing high-performing teams advancing analytical and operational capability and fostering an inclusive accountable service-oriented culture.

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 - 245500 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 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 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.

Cigna 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.