Senior Customer Operations & Experience Advisor, Individual Dental

Job not on LinkedIn

🔥 12 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

🛡️ Insurance

Healthcare • Insurance

The Cigna Group is a global health services company that provides medical, dental, pharmacy, behavioral and supplemental insurance products and benefits to individuals, families, employers, brokers, providers and Medicare beneficiaries. It offers employer-sponsored group plans, individual and family plans (including Open Enrollment offerings), Medicare, international health insurance covering more than 200 countries, and digital member services through the myCigna platform (including telehealth and claims management). Its products are delivered through operating subsidiaries such as Cigna Health and Life Insurance Company and other regional affiliates.

📋 Description

• Lead cross-functional customer operations and experience initiatives for Individual Dental Operations • Represent Customer Operations in business planning, portfolio discussions, and enterprise initiatives • Evaluate business, product, digital, and technology changes for customer impacts, contact center requirements, dependencies, and risks • Serve as a subject matter expert on customer operations processes and resolve complex operational issues • Lead operational readiness for regulatory, product, digital, technology, and customer experience changes affecting contact centers • Coordinate training, knowledge management, standard operating procedures, talking points, onboarding, communications, and frontline support • Partner with internal contact center leaders and external service providers on operational requirements and implementation plans • Monitor readiness dependencies, identify gaps, escalate risks, and coordinate resolution • Lead improvement initiatives to reduce avoidable contacts, improve call routing, strengthen first-contact resolution, and enhance customer experience • Analyze call drivers, customer feedback, service trends, and operational performance with Analytics, Contact Center Operations, Product, and Digital teams • Improve self-service capabilities, digital experiences, and customer interactions • Support artificial intelligence, automation, analytics, and other technology-enabled customer operations solutions • Establish measures, reporting, and feedback mechanisms to evaluate initiative performance • Lead or support customer outreach and retention initiatives • Oversee administration of customer incentive and rewards programs, including planning, implementation, vendor coordination, communications, reporting, and issue resolution • Coordinate program workflows, funding requirements, business rules, support processes, and launch readiness • Develop and maintain operational communications, business guidance, process documentation, standard operating procedures, talking points, and knowledge content • Lead or coordinate training strategies and readiness materials for internal teams and outsourced service partners • Lead compliance and training reporting, identify gaps, and coordinate remediation • Identify and escalate operational risks, control gaps, readiness concerns, and unresolved dependencies • Support operational reviews, audits, and compliance inquiries • Represent Customer Operations in portfolio planning, prioritization, and business-case development • Translate strategic initiatives into operational plans and coordinate implementation across functional areas • Provide leadership with updates on readiness status, decisions, risks, and required actions

🎯 Requirements

• Bachelor’s degree in Business Administration, Operations, Healthcare Administration, Communications, or a related discipline, or an equivalent combination of education and relevant professional experience • Advanced experience in customer operations, contact center operations, customer experience, business readiness, operational improvement, or a related function • Demonstrated experience leading complex, cross-functional initiatives involving internal teams and external service providers • Strong knowledge of contact center operations, including training, knowledge management, customer communications, standard operating procedures, escalation processes, and operational readiness • Experience translating product, regulatory, technology, or business requirements into practical operating processes and frontline guidance • Demonstrated ability to analyze customer and operational information, identify improvement opportunities, and develop actionable recommendations • Experience supporting vendor-managed operations, including operational planning, implementation coordination, issue resolution, and performance improvement • Knowledge of process improvement, change implementation, business requirements, risk management, and operational controls • Experience developing executive-ready communications, business cases, operational documentation, and implementation updates • Ability to manage multiple complex initiatives, priorities, dependencies, and stakeholders in a changing business environment • Strong written, verbal, facilitation, influencing, and relationship-management skills • Ability to work effectively across Operations, Product, Digital, Analytics, Training, Compliance, Technology, Finance, and vendor organizations • Healthcare, insurance, benefits administration, or regulated service-operation experience preferred • Dental insurance or dental benefits administration experience preferred but not required • If working at home, internet connection must use cable broadband or fiber optic service with at least 10Mbps download/5Mbps upload

🏖️ Benefits

• Remote work may be occasional or permanent, subject to cable broadband or fiber optic internet service with at least 10Mbps download/5Mbps upload • Tobacco-free policy applies; qualifying smoking cessation program may permit employment in certain states • Reasonable accommodation available for the online application process • Equal employment opportunity protections • Consideration of qualified applicants with criminal histories consistent with applicable ordinances