Director, Customer Service Operations, PBS Commercial - Evernorth - Remote

SUMMARY The Director, Customer Service Operations, Pharmacy Benefit Services (PBS) Commercial is responsible for the day-to-day leadership and management of a customer service organization consisting of approximately 260 internal and 630 GSP call center advocates. This role provides strategic direction and operational oversight across multiple customer service functions, ensuring the timely and effective resolution of customer inquiries through both inbound and outbound telephone and email channels while maintaining established service and quality standards. The Director contributes to the development and execution of functional and departmental strategies, translating organizational objectives into actionable business plans. Working collaboratively across the enterprise, this leader helps integrate customer service operations with other departments to drive seamless customer experiences and improve organizational performance. This role is accountable for monitoring and reporting on service quality, operational effectiveness, and business outcomes, while identifying opportunities for continuous improvement. The Director regularly partners with and influences senior leadership, providing insights and recommendations that support business objectives. Decisions made in this position have a significant impact on short- and medium-term performance across the customer service function. Candidates who reside within 50 miles of the following locations will be required to perform onsite 3 days per week: Bloomfield, CT; Chattanooga, TN; Denver, CO; Scottsdale, AZ.; St. Louis, MO.

Operational Cadence: Lead a disciplined operating cadence through regular business reviews, performance discussions, and action planning to drive accountability and continuous improvement. Drive a culture of operational rigor by implementing structured performance management routines, root cause analysis, and follow-through on improvement initiatives. Ensure consistent execution of workforce management, quality, productivity, and service-level review processes to support operational and client performance goals. Establish and communicate organizational objectives while interpreting and implementing company policies, strategies, and priorities. Ensure service excellence by maintaining quality and performance standards while meeting all client-specific contractual commitments and regulatory requirements. Monitor and analyze key performance indicators, trends, and operational metrics, ensuring timely identification of risks, opportunities, and corrective actions. Strategy and Transformation: Develop and execute customer service transformation strategies that enhance the client and member experience, improve operational efficiency, and support long-term business goals. Leverage emerging technologies, automation, and AI-enabled solutions to improve operational efficiency, enhance service quality, and elevate the client and member experience. Lead the successful execution of a portfolio of strategic initiatives and projects, leveraging cross-functional partnerships and delegating responsibilities to leaders, project resources, and contact center management teams. Anticipate the needs of internal stakeholders and external clients, identify root causes of complex challenges, and develop both short- and long-term solutions. People Leadership: Foster a culture of accountability, engagement, and continuous improvement by coaching leaders, recognizing performance, and creating an environment where employees feel valued, supported, and empowered to succeed. Serve as a trusted advocate and change leader, influencing and driving alignment across all levels of the organization to achieve business objectives. Build and strengthen client relationships by proactively addressing concerns, resolving escalated issues, and identifying opportunities to enhance service delivery. Develop leadership talent and organizational capability by coaching and