AI and Automation Sustainment Lead - Cigna Healthcare

The AI & Automation Sustainment Lead plays a critical role in ensuring that AI and automation solutions deliver consistent, high-quality, and measurable value across Care Solutions. This role is responsible for treating automation, RPA, RDA, and AI products as long-term, enterprise-grade capabilities—not one-time implementations. With a strong focus on operational stability, lifecycle management, and financial transparency, this leader partners across business, operations, and technology teams to enable sustainable innovation while supporting large-scale transformation efforts.

This role serves as a strategic connector between Care Solutions leadership, technology partners, and AI governance teams to ensure automation investments remain aligned to business priorities, scalable for the future, and grounded in responsible AI practices.

Responsibilities

• Own business-as-usual support for deployed automation, RPA, RDA, and AI solutions, ensuring stability, reliability, and continuous value generation in production environments.

• Establish and manage lifecycle standards for automation and AI capabilities, including onboarding, enhancements, optimization, performance tuning, and retirement decisions.

• Define and monitor performance, quality, and utilization metrics to assess solution effectiveness, exception trends, and business outcomes.

• Develop standardized dashboards and reporting to provide operational, leadership, and executive visibility into automation health, value delivered, and efficiency gains.

• Partner with technology, operations, and product teams to coordinate releases, dependencies, and change management, minimizing risk and operational disruption.

• Provide financial oversight of AI and automation solutions, including tracking operational costs, identifying optimization opportunities, and supporting transparency around ROI.

• Evaluate emerging AI tools, platforms, and large language models, recommending best-fit solutions based on accuracy, scalability, compliance, and cost efficiency.

• Contribute to short- and long-term AI and automation roadmaps aligned to Care Solutions strategies and enterprise transformation initiatives.

• Apply process improvement and change management principles to drive adoption, readiness, and sustained use of AI and automation solutions.

• Promote a product-centric mindset by establishing clear ownership, accountability, and ongoing optimization for deployed capabilities.

Qualifications

Required Qualifications

• 8+ years of experience in IT operations, production support, automation, or AI sustainment roles.

• Demonstrated experience supporting automation and/or AI solutions in production environments.

• Proven ability to manage complex dependencies, releases, and lifecycle transitions across cross-functional teams.

• Strong knowledge of RPA, RDA, and AI-enabled automation concepts and performance measurement.

• Experience defining and tracking metrics related to operational stability, quality, value realization, and cost efficiency.

• Strong communication skills with the ability to translate technical detail into clear business impact.

• Experience applying Lean Six Sigma and organizational change management principles to drive sustainable outcomes.

Preferred Qualifications

• Experience working in healthcare, regulated environments, or large matrixed organizations.

• Familiarity with enterprise automation programs or AI Centers of Excellence.

• Exposure to evaluating large language models for accuracy, scalability, and operational risk.

• Experience supporting AI solutions with ongoing operational cost models.

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.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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 [email protected] 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.