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The Cigna Group
The Cigna Group
HealthcareHealthcare InsurancePharmaceuticals
The Cigna Group is a global healthcare company operating through Cigna Healthcare and Evernorth Health Services. Its work combines healthcare services, health insurance, and pharmacy benefits management to support the health and wellbeing of customers, clients, and patients. The company also focuses on ethical healthcare and artificial intelligence practices, health equity, responsible environmental and social governance, and innovation in how care is delivered.
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Director of Social Engagement and Community Management

Lead Cigna’s enterprise social engagement and community management strategy across healthcare businesses. Oversee teams, governance, crisis response, measurement, platforms, vendors, and stakeholder partnerships.

USUnited StatesCTConnecticutMOMissouriNYNew YorkPAPennsylvania
$147,300 – $245,400 / year
HybridFull-timeLeadEnglish RequiredCommunity Manager

Description

  • Own and advance the enterprise community management and social engagement strategy
  • Create a multiyear engagement model and roadmap spanning audiences and channels
  • Design the operating model linking community management, brand storytelling, influencer marketing, and social intelligence
  • Set annual and quarterly plans aligned with enterprise brand, business, and reputation objectives
  • Manage engagement policies, response playbooks, brand voice standards, escalation procedures, and crisis response
  • Collaborate with Brand, Legal, Compliance, Public Affairs, and Communications on regulatory and enterprise requirements
  • Set moderation standards, service-level agreements, and quality assurance practices for internal teams and agencies
  • Lead enterprise governance processes and establish community management best practices
  • Lead, coach, and develop community managers, care specialists, moderators, and analysts
  • Build recruitment, onboarding, coaching, retention, and succession programs
  • Cultivate a collaborative, accountable, learning-oriented, and agile performance culture
  • Promote employee well-being and resilience
  • Act as the primary connection between the community program and enterprise stakeholders
  • Share strategy, priorities, progress, and results across the organization
  • Represent the value of community management and customer engagement
  • Own the enterprise framework for measuring community performance
  • Convert social listening and community signals into business insights and recommendations
  • Produce executive reporting, dashboards, and quarterly business reviews
  • Track competitors, industry developments, emerging platforms, and changing community behaviors
  • Oversee budgets, staffing, tools, technology, and agency investments for community operations
  • Manage listening, moderation, engagement, and analytics platforms
  • Direct agency and vendor relationships while evaluating return on investment
  • Assess emerging technologies and recommend future-state capabilities

Requirements

  • Bachelor’s degree in marketing, communications, journalism, public relations, business, or a related discipline
  • At least seven years of progressively responsible experience in social media, community management, digital engagement, customer care, or a related field
  • At least four years of direct people management experience
  • Experience building and expanding community or engagement programs in large, complex organizations
  • Track record leading social issue management and crisis response
  • Experience creating governance frameworks, policies, and operational playbooks
  • Experience managing agencies, vendors, and enterprise social technology
  • Strategic leadership skills with the ability to turn strategy into execution
  • Advanced knowledge of social engagement, online communities, customer care, and reputation management
  • Strong operational command of governance, playbooks, service levels, and quality assurance
  • Strong analytical judgment and business acumen
  • Excellent written and verbal communication skills, including executive presence
  • Demonstrated experience handling crises and issue responses
  • Strong capabilities in team leadership, coaching, and talent development
  • In-depth knowledge of Reddit, YouTube, LinkedIn, and X
  • For home-based work, an internet connection of at least 10 Mbps download and 5 Mbps upload through cable broadband or fiber is required
  • Experience in healthcare, insurance, financial services, pharmaceuticals, or another regulated sector is desirable
  • Familiarity with community measurement frameworks and social intelligence methods
  • Experience integrating social care and community management operating models
  • Experience establishing or scaling a center of excellence

Benefits

  • Eligibility for an annual bonus
  • Eligibility for a long-term incentive plan
  • Medical insurance coverage
  • Vision insurance coverage
  • Dental insurance coverage
  • Well-being and behavioral health programs
  • 401(k) plan
  • Company-paid life insurance
  • Tuition reimbursement
  • At least 18 days of paid time off annually
  • Paid holidays
  • Leaves of absence
  • Hybrid work arrangement
  • Flexible hours to support real-time engagement, high-profile events, crisis response, and occasional evening or weekend work

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