JOB SUMMARY: The Client Service Delivery Management (CSDM) Team Lead – Service Delivery & Operations Enablement is a senior individual contributor role responsible for strengthening service delivery execution across key operational areas that directly impact the client experience. This role partners closely with CSDM leadership to drive high-priority initiatives requiring dedicated execution, structure, and cross-functional coordination. While leadership retains accountability for strategy and people leadership, the Team Lead focuses on delivering operational rigor and advancing initiatives that improve consistency, quality, and effectiveness across the EviCore book of business. Through process improvement, project execution, and cross-functional collaboration, this role plays a key part in enhancing service delivery performance and elevating the overall client experience. KEY 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 IDEAL CANDIDATES WILL HAVE A COMBINATION OF THE FOLLOWING: 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) Interest in leveraging AI-enabled tools to improve efficiency and outcomes 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 66,100 - 110,100 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 plan. At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll 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 and paid holidays. 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 [email protected] 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.