Senior Manager Strategy & Analytics, CSO Forecasting - Evernorth - Remote

POSITION SUMMARY

The Workforce Strategy & Analytics team is looking for a Senior Manager to lead Customer Service & Operations (CSO) Demand Forecasting & Analytics.

The Senior Manager is responsible for identifying, shaping, and delivering strategic outcomes for the CSO organization through a variety of business analytics disciplines. This individual 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.

This role specifically supports CSO, and the individual will consistently participate in strategic discussions with the Client leadership team, using their influence to help direct the organization’s strategy and address its most complex and high-priority challenges. An ideal candidate will be adept at making analytically sound decisions, even when information is limited, ensuring that solutions align with business priorities and support the overall goals of the organization.

This is a fully remote opportunity for candidates in select geographies. 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.
Position Summary

- Responsible for providing strategy and analytics support for the Customer Service Operations team responsible for delivering customer service support across Medical, Dental, Digital, Chat and Pharmacy Benefit Services (PBS).

- Lead 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 that positively influence the outcomes of the opportunities at hand.

- Maintain, improve and publish call volume, case volume and average handle time forecasts across multiple lines of business.

- Work closely with upstream and downstream Business, Finance and Operations partners to identify and size new pieces of intent and ensure these are accurately and timely captured to enable staffing strategies that optimize for both member experience and operational expenses.

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

Primary Components

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Leadership: Recruit and sustain a high performing analytics team capable of providing exceptional analytics and strategic insights to their primary executive partner organizations in CSO. Individual will set an exceptionally high bar for excellence, coach current associates to their full potential and recruit / develop high potential talent into open roles. Individual will create a collaborative culture that has a high degree of ownership for their work product while providing exceptional support for their partner/customer organization in CSO.

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Strategy: Using a background of proven business acumen, make analytically grounded strategic recommendations to key stakeholders across Operations, Workforce Management including Footprint, Product and Tech. The individual will think far beyond “tomorrow” to identify transformational opportunities for change. The individual will partner with the C&CE Strategy & Analytics team on our mid to long-term Data Strategy in the context of the strategic transformation that will enable the Workforce of the Future. The individual will lead and/or support several strategic efforts such as Tech investments and deployment of AI capabilities in the C&CE ecosystem.

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Predictive modeling: Maintain and improve forecast models by assessing new data elements, new drivers and modeling techniques, back-testing and validating the accuracy of these models.

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Analytics: Employ a range of analytical techniques to assess the impact of new intent (e.g. new clients, new products, new technology, OPEX initiatives), identify business opportunities and