The Cigna Group · 5 hours ago

Customer Service Manager - Remote

United States

Full-time

Remote

Mid, Senior Level

$80K/yr - $133K/yr

5+ years exp

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Responsibilities

Lead Digital Operations iCSA and Overnight teams, including 7 Front Line Supervisors and Staff (total span of control ~140 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, overnight, 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

Qualification

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Operations ManagementCustomer Centric cultureCustomer Satisfaction surveysPerformance Management

Required

High School Diploma or GED required.

5+ years’ experience within Operations Management required.

Experience leading in a Customer Centric culture and strong customer service orientation required.

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.

Preferred

Experience leading leaders highly preferred.

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