Position Summary

We are looking for an experienced operations leader who is passionate about leading people!

This Customer Service Senior Manager will lead the strategy and day to day operations for our Chat and Social Media Care teams in a virtual environment. They will provide direction and guidance regarding policies, procedures, workflows, customer service quality, staffing, and training needs. Responsible for monitoring customer service standards as well as coaching and developing internal staff and providing guidance to vendor management team. Responsible for the successful performance of the vendor sites and internal department's achievement of all key performance indicators and service level metrics. Responsible for readiness and early adoption as changes are implemented. This position will require flexibility to adapt work hours and availability as business needs require.

Responsibilities

• Lead Digital Operations Chat and Social Media Care teams, including 1 Operations Manager, 10 Front Line Supervisors and Staff (total span of control 200 internal employees)


• Direct the overall service-related activities for the team's customer service function. Supports the company's customer experience and operations strategies


• Lead People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming and employee development


• Interfaces with other service functions and business units (e.g. sales, account management, technology) accordingly


• Directs workforce management execution to optimize operational efficiencies while not compromising the customer experience


• Executes technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests


• Develops innovative solutions, provides direction regarding overall objectives for process improvement initiatives, and works closely with technology teams on enhancements impacting Operations


• Supports operations teams that may include evening and weekend shift coverage


• Identifies staff education opportunities and proactively collaborates with training on a continuous basis


• Manages and promotes customer satisfaction and demonstrates consistent improvement in customer experience


• Identifies future operational needs and creates or suggests new projects to facilitate for continuous improvement

Qualifications

• High School Diploma or GED required


• 7+ years' experience within Operations Management strongly preferred


• Experience in leading Chat and / or Social Media operations teams strongly preferred. Experience leading leaders preferred


• Experience leading in a Customer Centric culture. Strong customer service orientation


• Experience with Customer Satisfaction surveys preferred and a proven history of improving an operation's overall effectiveness and efficiency while improving the customer experience


• Strong operational orientation and competence. Demonstrated influential leadership in/with a highly matrixed operations organization


• Proven results in leading an organization and peers through changing business and/or operations priorities


• Excellent leadership and management capability, specifically related to proactive succession management and performance management within the team


• Ability to motivate, inspire and rally a team around a common vision


• Exceptional verbal and written communication skills with demonstrated ability to research, problem solve, trouble shoot, lead, influence and partner across the organization.

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 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 require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

Qualified applicants with criminal histories will be considered for employment in a manner
consistent with all federal, state and local ordinances.

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.