Senior Director, Quality & Testing - PBS Operations

Job Description: Senior Director, Quality & Testing – PBS Operations

Reports To: Vice President, Client Services Operations

Position Summary:

The Senior Director of Quality & Testing provides strategic leadership and operational oversight for the Quality & Testing function within PBM Operations. This role is responsible for shaping and executing a comprehensive testing strategy that supports the Commercial Division, Health Plan Division, Cigna, and Centene lines of business.  The ideal candidate will bring deep expertise in quality assurance and testing, a strong executive presence, and the ability to influence both internal and external stakeholders.

Key Responsibilities:

Strategic Planning and Execution

• Develop and implement long-term , forward-thinking strategic plans for the Quality & Testing function.

• Align testing strategies with organizational goals and evolving business needs.

• Monitor industry trends and integrate best practices into strategic initiatives.
   

Leadership and Management

• Provide visionary leadership to a large, diverse team of quality and testing professionals.

• Make strategic decisions using expert knowledge and authority.

• Foster a culture of accountability, innovation, and continuous improvement.

• Mentor and develop team members to build leadership capacity and technical expertise.
   

Client and Stakeholder Engagement

• Serve as a key liaison with internal and external stakeholders to ensure alignment on quality and testing objectives.

• Build and maintain strong relationships with clients to understand their needs and deliver exceptional service.

• Communicate effectively with executive leadership and cross-functional teams to drive collaboration.

• Serve as point of escalation for the team and internal partners on issues of concern.

Business Operations

• Oversee benefit validation testing, claims compare testing, functional testing, and end-to-end (E2E) testing strategy.

• Oversee operational efficiency and resource allocation within the Quality & Testing function.

• Ensure compliance with regulatory requirements and internal policies.

• Utilize data-driven insights to optimize processes and improve service delivery.

• Manage a team of approximately ~70 FTE and up to 600 contractors, depending on seasonal needs.

Scope & Influence:

High-impact role with significant influence on organizational success. Strong executive presence with the ability to influence internal and external partners. Accountable for driving strategic initiatives across multiple lines of business. Acts as a thought leader and trusted advisor in Quality & Testing across the PBM.

Qualifications:

• At least 10+ years progressive management experience including proven experience in leading large-scale Quality & Testing and/or operations functions, preferably within PBM or healthcare.

• Bachelor’s degree or equivalent experience is required.

• Deep understanding of PBM operations and client services and proven experience in leading operations teams

• Strong leadership skills with experience managing large, diverse teams.

• Excellent communication and stakeholder management skills.

• Ability to think strategically and execute effectively in a complex, demanding, and fast-paced environment.

• Strong analytical/ problem solving, organizational and process improvement skills

• Passionate leader with a desire to drive transformational change

• Strong relationship skills. The ability to build trusted, productive partnerships between technology, business leaders and internal/external partners is a must.

• Agility in dealing with a constantly changing business environment and areas of ambiguity.

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 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 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.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.