# Senior Manager, Customer Service & Operations (CSO) Demand Forecasting & Analytics

**Company**: The Cigna Group
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $130,900 - $218,100
**Category**: Operations
**Industry**: Healthcare

**Apply**: https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/United-States-Work-at-Home/Senior-Manager-Strategy---Analytics--CSO-Forecasting---Evernorth----Remote_26011656?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_32a92950-f1b

## Description

The Workforce Strategy & Analytics team at The Cigna Group is seeking a Senior Manager to lead Customer Service & Operations (CSO) Demand Forecasting & Analytics.

The Senior Manager will be responsible for identifying, shaping, and delivering strategic outcomes for the CSO organization through various business analytics disciplines. They will collaborate closely with business leaders, serving as a thought partner and driving organizational decision-making by leveraging data and analytical insights across multiple areas of the business.

The role involves leading a team of business analysts and resource planning professionals, working closely with Operations, Workforce Management, Product, and Technology teams to guide the development of analytical models/insights and build compelling business cases.

Key responsibilities include:

- Providing strategy and analytics support for the Customer Service Operations team

- Maintaining, improving, and publishing call volume, case volume, and average handle time forecasts across multiple lines of business

- Working closely with upstream and downstream Business, Finance, and Operations partners to identify and size new pieces of intent

- Acting as a key thought partner for both the executive they support and their direct reports

The Senior Manager will also be expected to:

- Lead and sustain a high-performing analytics team

- Make analytically grounded strategic recommendations to key stakeholders across Operations, Workforce Management, and other areas

- Identify transformational opportunities for change and partner with the C&CE Strategy & Analytics team on mid- to long-term Data Strategy

- Employ a range of analytical techniques to assess the impact of new intent and make strategic recommendations

**Requirements:**

- Bachelor's degree in Math, Economics, Statistics, Engineering, Business, or related field

- 5 years of relevant management consulting or analytics experience

- Strong communication (oral and written) skills

- Ability to lead large-scale project and program teams and independently drive work forward

- Two years of building, managing, or using business models

- Strong analytical and finance skills, with proficiency in an analytics-focused coding language (e.g., SQL, Python, or R)

**Preferred Qualifications:**

- MBA or other relevant graduate degree

- 2+ years of people leadership experience

- Eight or more years of relevant analytics or management consulting experience

- Relevant healthcare experience

- Relevant experience in Operations and/or Customer Experience roles

- Four or more years of end-to-end model design and ownership experience

**Salary:** The anticipated annual salary for this role is $130,900 - $218,100, depending on relevant factors, including experience and geographic location.

**Benefits:** The Cigna Group offers a comprehensive range of benefits, including 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, and leaves of absence.

## Skills

### Required
- SQL
- Python
- R
- analytics
- strategy
- forecasting
- modeling

### Nice to have
- MBA
- people leadership
- healthcare experience
- operations experience
- model design

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Source: [Apply at cigna.wd5.myworkdayjobs.com](https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/United-States-Work-at-Home/Senior-Manager-Strategy---Analytics--CSO-Forecasting---Evernorth----Remote_26011656?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)