Senior Manager, Individual Dental Operating Effectiveness - Cigna Healthcare - Remote

About this role

Position Summary The Operations Senior Manager, Operating Effectiveness serves as the senior leader responsible for the operational governance framework supporting the Individual Dental business. This role provides leadership across Quality Assurance, Knowledge Management, Operations Compliance & Risk Management, Vendor Management & Governance, and Testing functions to ensure operational integrity, regulatory adherence, business readiness, and sustainable operational performance. The Operations Senior Manager establishes governance processes, quality standards, operational controls, testing strategies, vendor oversight frameworks, and compliance monitoring activities that protect the business, improve performance, and enable successful execution of business objectives. This role serves as a strategic partner to Operations, Product, Technology, Legal, Compliance, Finance, and PMO leadership to strengthen operational effectiveness and support long-term business success.

Core Accountabilities and Responsibilities

Operational Governance, Controls & Oversight • Establish and maintain governance frameworks that promote accountability, transparency, and operational discipline across the Individual Dental organization. • Develop operational controls, monitoring processes, and oversight mechanisms that support business performance and organizational effectiveness. • Lead governance forums, operational reviews, and performance discussions that provide leadership visibility into operational health, emerging risks, and opportunities. • Partner with business leaders to ensure operational practices remain aligned with strategic objectives, regulatory expectations, and enterprise standards. • Drive resolution of operational issues through disciplined governance, root-cause analysis, and corrective action planning.

Quality Assurance & Performance Excellence • Lead quality assurance programs that evaluate operational performance, customer interactions, adherence to procedures, and service delivery effectiveness. • Establish quality standards, audit methodologies, scorecards, and monitoring processes across operational functions. • Analyze quality trends and identify opportunities for performance improvement, training, coaching, and process enhancements. • Ensure consistent application of quality standards across internal operations and vendor-supported functions. • Partner with operational leaders to implement corrective action plans and performance improvement initiatives.

Knowledge Management & Operational Readiness • Lead enterprise knowledge management activities supporting operational consistency and business readiness. • Establish standards for policies, procedures, work instructions, job aids, and operational documentation. • Ensure operational knowledge assets remain current, accurate, accessible, and aligned with regulatory and business requirements. • Partner with business leaders to support implementation of new products, systems, processes, and operational changes. • Drive organizational readiness through effective documentation, communication, and knowledge transfer strategies.

Operations Compliance & Risk Management • Lead operational compliance activities supporting adherence to regulatory, contractual, operational, and business requirements. • Establish monitoring and oversight processes that identify operational risks, compliance gaps, and process vulnerabilities. • Partner with Legal, Compliance, Audit, Privacy, and Risk Management teams to support governance and oversight activities. • Coordinate responses to audits, operational assessments, compliance reviews, and business control evaluations. • Develop and maintain operational controls designed to mitigate risk, strengthen business integrity, and promote regulatory compliance.

Vendor Management & Governance • Serve as the business leader responsible for governance of strategic vendors supporting the Individual Dental organization. • Establish vendor oversight frameworks that ensure contractual obligations, service levels, quality standards, and business expectations are achieved. • Lead vendor performance reviews, operational business reviews, escalation management, and continuous improvement efforts. • Monitor vendor compliance with operational requirements and performance expectations. • Partner with Procurement, Legal, Operations, and Finance teams to support effective vendor relationships and business outcomes.

Testing & Business Readiness • Lead business testing functions supporting system implementations, product launches, operational changes, and strategic initiatives. • Establish testing methodologies, governance standards, and quality controls that ensure successful business implementation. • Ensure business requirements are validated through effective user acceptance testing, operational validation, and readiness assessments. • Partner with Technology, Product, Operations, and PMO teams to coordinate testing activities and implementation readiness. • Identify and mitigate operational risks associated with system, process, or business changes.

Continuous Improvement & Operational Excellence • Lead initiatives focused on improving operational efficiency, effectiveness, quality, and customer outcomes. • Utilize performance data, audit findings, operational metrics, and stakeholder feedback to identify improvement opportunities. • Facilitate root-cause analysis and corrective action planning for operational issues and performance gaps. • Promote continuous improvement methodologies and best practices throughout the organization. • Support business transformation efforts through operational optimization and change adoption activities.

Leadership & Talent Development • Lead and develop a high-performing team across quality assurance, knowledge management, compliance, risk management, testing, and vendor governance functions. • Foster a culture of accountability, continuous improvement, operational discipline, and custome

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