Customer Escalations & Resolution Leader

Cigna; Florida; Remote; USD 90,000 - 130,000; Full time

Job summary

Evernorth Health Services, a division of The Cigna Group, is seeking a senior leader to supervise a team of Customer Resolution professionals and own the escalation lifecycle.

You will drive investigations into pricing discrepancies, contract interpretation, service disruptions, and billing issues, coordinate cross‑functional resolution efforts, and mentor staff to uphold SLAs and high customer satisfaction.

Qualifications

• Bachelor's degree or higher in a related field.
• 3+ years of leadership experience.
• 5+ years in customer resolution, customer service, sales operations, account management, or healthcare operations.
• Experience managing escalations and complex customer issues.
• Strong analytical and problem-solving skills.
• Advanced proficiency in Microsoft Excel, PowerPoint, Outlook, and Teams.
• Excellent verbal and written communication skills.

Responsibilities

• Supervise, coach, and develop a team of Customer Resolution professionals.
• Serve as the primary escalation point for high-priority customer concerns and lead investigations into pricing, contract interpretation, service disruptions, and billing issues.
• Coordinate resolution efforts across multiple departments to ensure customer commitments are met.
• Facilitate command center activities for critical customer incidents when needed.
• Create and maintain escalation workflows, SOPs, and resolution protocols; monitor SLA adherence and report on metrics.
• Collaborate with Sales, Pricing, Contracting, Operations, Finance, Legal, and Customer Service teams; participate in meetings and executive reviews.

Skills

Team leadership

Customer resolution

Escalation management

Data analysis

Process improvement

Communication

Education

Bachelor's degree in Business Administration/Healthcare Administration or related field

Tools

Excel

PowerPoint

Outlook

Teams

Job description

Evernorth Health Services, a division of The Cigna Group, is seeking a senior leader to supervise a team of Customer Resolution professionals and own the escalation lifecycle.

You will drive investigations into pricing discrepancies, contract interpretation, service disruptions, and billing issues, coordinate cross‑functional resolution efforts, and mentor staff to uphold SLAs and high customer satisfaction.