Senior Customer Operations & Experience Advisor, Individual Dental

Job not on LinkedIn

🔥 20 hours ago

🐊 Florida, Missouri, +2 more states – Remote

🐊 Florida – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🤠 Texas – 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

Founded 1982

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare • Healthcare Insurance • Pharmaceuticals

The Cigna Group is a global health company committed to improving the health and vitality of its clients, customers, and patients. With its two divisions, Cigna Healthcare and Evernorth Health Services, the company focuses on enhancing quality of life through healthcare services and pharmacy benefits management. The Cigna Group is dedicated to ethical practices in healthcare and artificial intelligence, and strives to create positive change in the healthcare system. It also emphasizes its Environmental, Social, and Governance (ESG) responsibilities, aiming to impact health equity and foster innovation in healthcare delivery.

📋 Description

• Lead customer operations and experience initiatives across 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 subject matter expert for customer operations processes and resolve complex operational issues • Lead readiness activities 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 • Lead improvement initiatives to reduce avoidable contacts, improve routing, strengthen first-contact resolution, and enhance customer experience • Analyze call drivers, customer feedback, service trends, and operational performance with cross-functional teams • Support artificial intelligence, automation, analytics, and technology-enabled customer operations solutions • Establish measures, reporting, and feedback mechanisms for initiative performance • Lead or support customer outreach and retention initiatives • Oversee operational administration of customer incentive and rewards programs, including planning, implementation, vendor coordination, communications, reporting, and issue resolution • Develop operational communications, process documentation, standard operating procedures, talking points, and knowledge content • Lead or coordinate training strategies for products, operational changes, regulatory requirements, technology implementations, and customer experience initiatives • 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 actionable 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 occasionally or permanently, internet connection must be through cable broadband or fiber optic service with at least 10Mbps download/5Mbps upload

🏖️ Benefits

• Remote work arrangement • Cable broadband or fiber optic internet service with at least 10Mbps download/5Mbps upload for occasional or permanent work from home • Tobacco-free policy; qualifying smoking cessation program may permit employment for tobacco/nicotine users in applicable states