H-1B Visa Customer Service Management Jobs
Customer Service Management roles qualify for H-1B sponsorship when the position requires a bachelor's degree in business, communications, or a related field. Employers file an LCA with DOL before petitioning USCIS, and the annual H-1B cap means timing your job search around the April filing window matters.
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Get Access To All JobsINTRODUCTION
The Senior Director, Customer Service Operations (PBS – Federal Services & Regulated Markets) is a senior leader accountable for the strategy, performance, and transformation of pharmacy customer service operations supporting highly regulated lines of business. This role requires a strategic leader with a deep understanding of operations, exceptional leadership skills, and a passion for enhancing the customer experience. This leader will lead complex contact center operations and ensure the delivery of compliant, high‑quality, and differentiated service experiences for clients and members.
This leader will translate regulatory, client, and market requirements into scalable operating models that balance compliance, service excellence, and operational efficiency. The Senior Director serves as an accountable executive partner to Account Management, Compliance, Legal, Product, and Technology leaders, ensuring consistent execution, audit readiness, and a differentiated client experience across multiple lines of business.
Key Competencies
Strategic & Operational Leadership
- Define and execute the multi‑year contact center strategy aligned to enterprise goals within Regulated Markets and Federal Services lines of business
- Represent Customer Service Operations in enterprise governance, client engagements, and cross‑functional decision forums.
- Partner with Compliance, Legal, HR, and Audit to ensure readiness and transparency
- Shape a culture of ownership, continuous improvement, and customer‑centric decision making
- Own enterprise performance outcomes across service, quality, access, productivity, and cost
Operating Model & Transformation
- Design and evolve scalable operating models across channels, sites, and lines of business that are audit-ready, resilient, and adaptable
- Lead enterprise transformation initiatives, including digital self‑service, automation, AI enablement, and workforce modernization
- Balance cost optimization with experience quality, workforce health, and regulatory requirements
- Drive workforce enablement and change management, leveraging AI to remove friction from and add value to coaching, workflow, and leader routines
Performance, Analytics & Executive Reporting
- Use data and analytics to identify trends, risks, and opportunities, in service to improved employee and customer experiences
- Communicate performance insights and recommendations clearly to executive audiences
- Share data-driven insights with cross-functional partners to add value and support better, faster decision-making to improve experiences
REQUIRED QUALIFICATIONS
- Bachelor’s degree or equivalent experience
- 12+ years of progressive leadership experience in global contact center, customer operations, or service delivery
- 7+ years leading senior leaders (Directors or equivalent)
- Proven success leading large, complex operations and enterprise transformation initiatives
- Multi‑site, virtual, or omni‑channel contact center leadership experience
- Executive presence with strong written and verbal communication skills and the ability to influence decision‑making across a matrixed enterprise.
- Strong analytical judgment and decision‑making capability in ambiguous, high‑risk, and high‑visibility environments.
- Experience partnering closely with and influencing technology, digital, and analytics teams
- Strong financial acumen, including budget ownership, cost optimization, forecasting, and business case development.
PREFERRED QUALIFICATIONS
- Experience in healthcare, PBM, insurance, or other regulated industries
- Experience leading operations within highly regulated environments or complex contractual frameworks.
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 132,500 - 220,900 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.
INTRODUCTION
The Senior Director, Customer Service Operations (PBS – Federal Services & Regulated Markets) is a senior leader accountable for the strategy, performance, and transformation of pharmacy customer service operations supporting highly regulated lines of business. This role requires a strategic leader with a deep understanding of operations, exceptional leadership skills, and a passion for enhancing the customer experience. This leader will lead complex contact center operations and ensure the delivery of compliant, high‑quality, and differentiated service experiences for clients and members.
This leader will translate regulatory, client, and market requirements into scalable operating models that balance compliance, service excellence, and operational efficiency. The Senior Director serves as an accountable executive partner to Account Management, Compliance, Legal, Product, and Technology leaders, ensuring consistent execution, audit readiness, and a differentiated client experience across multiple lines of business.
Key Competencies
Strategic & Operational Leadership
- Define and execute the multi‑year contact center strategy aligned to enterprise goals within Regulated Markets and Federal Services lines of business
- Represent Customer Service Operations in enterprise governance, client engagements, and cross‑functional decision forums.
- Partner with Compliance, Legal, HR, and Audit to ensure readiness and transparency
- Shape a culture of ownership, continuous improvement, and customer‑centric decision making
- Own enterprise performance outcomes across service, quality, access, productivity, and cost
Operating Model & Transformation
- Design and evolve scalable operating models across channels, sites, and lines of business that are audit-ready, resilient, and adaptable
- Lead enterprise transformation initiatives, including digital self‑service, automation, AI enablement, and workforce modernization
- Balance cost optimization with experience quality, workforce health, and regulatory requirements
- Drive workforce enablement and change management, leveraging AI to remove friction from and add value to coaching, workflow, and leader routines
Performance, Analytics & Executive Reporting
- Use data and analytics to identify trends, risks, and opportunities, in service to improved employee and customer experiences
- Communicate performance insights and recommendations clearly to executive audiences
- Share data-driven insights with cross-functional partners to add value and support better, faster decision-making to improve experiences
REQUIRED QUALIFICATIONS
- Bachelor’s degree or equivalent experience
- 12+ years of progressive leadership experience in global contact center, customer operations, or service delivery
- 7+ years leading senior leaders (Directors or equivalent)
- Proven success leading large, complex operations and enterprise transformation initiatives
- Multi‑site, virtual, or omni‑channel contact center leadership experience
- Executive presence with strong written and verbal communication skills and the ability to influence decision‑making across a matrixed enterprise.
- Strong analytical judgment and decision‑making capability in ambiguous, high‑risk, and high‑visibility environments.
- Experience partnering closely with and influencing technology, digital, and analytics teams
- Strong financial acumen, including budget ownership, cost optimization, forecasting, and business case development.
PREFERRED QUALIFICATIONS
- Experience in healthcare, PBM, insurance, or other regulated industries
- Experience leading operations within highly regulated environments or complex contractual frameworks.
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 132,500 - 220,900 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.
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Get Access To All JobsTips for Finding H-1B Visa Sponsorship in Customer Service Management
Verify your degree aligns with specialty occupation
USCIS requires your degree field to relate directly to customer service management. A general business or communications degree typically qualifies, but a degree in an unrelated field can trigger an RFE. Gather transcripts and a credential evaluation before applying.
Target employers with LCA filing history
Search Migrate Mate to identify companies that have filed Labor Condition Applications for customer service management roles. Employers with active LCA history are already familiar with the H-1B process, which reduces delays on your offer timeline.
Check prevailing wage before negotiating your offer
Your employer must pay at least the DOL prevailing wage for your role and location. Use OFLC Wage Search to look up the wage level for your specific job title before you negotiate, so you know the minimum your offer must meet.
Ask employers about cap-exempt filing options
Universities, nonprofits, and certain research institutions are exempt from the H-1B annual cap. Customer service management roles at these organizations can be filed any time of year, bypassing the April lottery entirely. Prioritize these employers if you need faster authorization.
Document managerial scope to strengthen your petition
USCIS scrutinizes customer service roles for specialty occupation status. Gather evidence showing you supervise staff, set policy, or oversee cross-functional operations rather than handling individual customer interactions. Job descriptions, org charts, and performance review records all support this distinction.
Plan around the 60-day grace period when switching jobs
If your current H-1B employer terminates your role, you have 60 days to secure a new sponsor and file an H-1B transfer. Start your job search before any employment gap occurs, and confirm your new employer files the transfer petition before the grace period expires.
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Find Customer Service Management JobsCustomer Service Management H-1B Visa: Frequently Asked Questions
Does a customer service management role qualify as a specialty occupation for H-1B purposes?
It can, but USCIS evaluates each petition individually. The role must normally require at least a bachelor's degree in a specific field like business administration, organizational management, or communications. Generalist management roles where any bachelor's degree is accepted regardless of field face higher scrutiny and a higher risk of an RFE.
How do I find employers who actively sponsor H-1B visas for customer service management positions?
Migrate Mate filters job listings by employers with verified H-1B LCA filing history, so you can focus your search on companies that have already sponsored roles in this field. This is more reliable than guessing from a job listing that doesn't mention visa sponsorship explicitly.
What documents should I prepare before a customer service management employer files my H-1B petition?
You'll need official transcripts, a credential evaluation if your degree is from outside the U.S., and a detailed job description from your employer confirming the role requires a specific bachelor's degree. If your title is broad, letters from your employer explaining supervisory duties and decision-making authority strengthen the specialty occupation argument.
Can I transfer my H-1B to a new customer service management employer without restarting the lottery?
Yes. If you've already been selected in an H-1B lottery and your petition was approved, a new employer can file an H-1B transfer petition without entering the cap again. You can start working for the new employer as soon as the transfer petition is filed, not just after approval, as long as you remain in valid H-1B status.
Is the O*NET classification for customer service management roles relevant to my H-1B petition?
Yes. USCIS officers frequently reference O*NET to assess whether a role typically requires a degree. The O*NET profile for customer service managers lists a bachelor's degree as the standard entry-level education, which supports the specialty occupation argument. Your employer should cite this in the petition's supporting documentation.
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