Senior Customer Resolution Lead

Cigna Health and Life Insurance Company; Florida; On-site; USD 90,000 - 130,000; Full time

Job summary

The Cigna Group, via its Evernorth Health Services division, seeks a Customer Resolution Supervisor to lead a team handling complex escalations, pricing issues, contract disputes, and service failures. You will coordinate with Sales, Pricing, Contracting, Operations, Finance, and Customer Service to resolve issues promptly and maintain exceptional customer satisfaction.

The role requires strategic leadership, strong analytics, and experience in escalation management within a regulated healthcare

Qualifications

• Bachelor's degree in a related field preferred.
• 3+ years of leadership experience.
• 5+ years of experience in customer resolution, customer service, sales operations, account management, healthcare operations, or related functions.
• 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

• Lead, coach, and develop a team of Customer Resolution professionals; manage performance via goals and reviews.
• Act as primary escalation point for high-priority customer concerns; coordinate cross-functional resolution efforts.
• Develop and maintain escalation workflows, SOPs, and resolution protocols; identify root causes and drive improvements.
• Create dashboards and reports on escalation volume, timelines, and impact; present trends to leadership.

Skills

Analytical skills

Leadership

Communication

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, via its Evernorth Health Services division, seeks a Customer Resolution Supervisor to lead a team handling complex escalations, pricing issues, contract disputes, and service failures. You will coordinate with Sales, Pricing, Contracting, Operations, Finance, and Customer Service to resolve issues promptly and maintain exceptional customer satisfaction.

The role requires strategic leadership, strong analytics, and experience in escalation management within a regulated healthcare