Service Operations Director - Hybrid

We are seeking a strategic and results-driven Service Operations Director to lead automation service operations supporting pharmacy fulfillment across a highly automated network. This role is critical in ensuring system reliability, optimizing performance, and enabling high-quality patient fulfillment. You will lead high-performing teams, partner cross-functionally, and drive continuous improvement in a fast-paced environment where uptime and precision are essential.

Responsibilities

• Drive automation reliability by improving uptime, reducing downtime, and enhancing overall equipment effectiveness.

• Lead proactive maintenance strategies, root cause analysis, and response plans for critical production-impacting issues.

• Optimize enterprise preventive maintenance programs to improve effectiveness, compliance, and efficiency.

• Establish scalable support models, including after-hours coverage and escalation processes for critical issues.

• Partner with operations and engineering teams to improve throughput and eliminate process bottlenecks.

• Own repair and maintenance budgets, driving cost efficiency and optimizing total cost of ownership.

• Strengthen vendor partnerships, service agreements, and spare parts strategies to support reliability goals.

• Lead and develop multi-site teams, building strong leadership pipelines and fostering a culture of accountability and continuous improvement.

• Leverage data, predictive technologies, and performance metrics to inform decisions and improve service delivery outcomes.

Qualifications

Required Qualifications

• 8+ years of leadership experience in IT service operations, automation service, maintenance, reliability engineering, or related fields.

• 5+ years of people leadership experience, including leading managers and cross-functional teams.

• Experience managing multi-site service operations and supporting critical production environments.

• Proven ability to manage budgets, vendors, and operational performance metrics.

• Strong knowledge of preventive maintenance systems, asset management tools, and reliability practices.

Preferred Qualifications

• Bachelor’s degree in Engineering, Operations, Business, Supply Chain, or a related field, or equivalent experience.

• Experience with pharmacy automation, manufacturing automation, or distribution systems.

• Familiarity with robotics, packaging automation, or sortation systems.

• Lean or Six Sigma certification.

• Experience with predictive maintenance technologies, AI tools, or advanced analytics.

Why Join Us

This is an opportunity to lead critical automation services that directly support patient care. You will shape the future of pharmacy fulfillment by improving system reliability, enabling innovation, and scaling service capabilities. You will collaborate with leaders across Operations, Engineering, Technology, and Pharmacy to solve complex challenges and deliver meaningful business and patient 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 152,200 - 253,600 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 and long term incentive 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 The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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 seeyourself@thecignagroup.com 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.