Senior Customer Resolution Lead

The Cigna Group; Florida; Hybrid; USD 90,000 - 120,000; Full time

Job summary

The Cigna Group seeks a Customer Resolution Supervisor to lead a team of analysts and coordinators who resolve complex customer escalations, pricing discrepancies, contract issues, and service failures, coordinating with Sales, Pricing, Contracting, Operations, Finance, and Customer Service to ensure timely, high-quality outcomes.

Ideal candidates are strategic, data-driven leaders with escalation management experience and strong analytical skills, focused on delivering exceptional customer

Qualifications

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

Responsibilities

• Supervise, coach, and develop a team of resolution professionals.
• Lead investigations into pricing discrepancies, contract issues, and service disruptions.
• Coordinate cross-functional resolution efforts across multiple departments.
• Develop escalation workflows and SOPs; monitor SLAs and metrics.
• Create dashboards and reports tracking escalations and outcomes.

Skills

Leadership

Escalation management

Analytical skills

Communication (verbal & written)

Education

Bachelor's degree in Business Administration, Healthcare Administration, Supply Chain, Finance, or related field

Tools

Microsoft Excel

PowerPoint

Outlook

Teams

Job description

The Cigna Group seeks a Customer Resolution Supervisor to lead a team of analysts and coordinators who resolve complex customer escalations, pricing discrepancies, contract issues, and service failures, coordinating with Sales, Pricing, Contracting, Operations, Finance, and Customer Service to ensure timely, high-quality outcomes.

Ideal candidates are strategic, data-driven leaders with escalation management experience and strong analytical skills, focused on delivering exceptional customer