Contact Center Director - PBM Commercial Operations

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The Cigna Group

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10,000+

Description

• Oversight of business outcomes and advocate experience for 500+ FTEs. • Leads execution of business priorities and partners with internal stakeholders. • Owns member experience and champions frontline advocate experience. • Establishes strategic goals and advances customer service strategy. • Integrates Customer Service with other departments and reports on quality. • Fosters ongoing client relationships through proactive resolution strategies. • Drives execution of projects, delegating to team members and managers.

Requirements

• Bachelor’s degree preferred; MBA preferred. • 10 years' relevant experience in contact center or service operations. • Demonstrated leadership skills; managing large, diverse teams. • Excellent communication skills; oral and written. • Strong business and financial acumen. • Demonstrated project management and organizational skills. • Proven ability to work cross-functionally in ambiguous situations.

Benefits

• Medical, vision, and dental insurance. • Well-being and behavioral health programs. • 401(k) with company match. • Company paid life insurance. • Tuition reimbursement. • Minimum of 18 days of paid time off per year. • Paid holidays.