The Customer Resolution Supervisor leads a team of Customer Resolution Analysts and Coordinators responsible for managing complex customer escalations, pricing discrepancies, contract issues, service failures, and cross-functional resolution efforts. This role serves as a key liaison between Sales, Account Management, Pricing, Contracting, Operations, Finance, and Customer Service teams to ensure timely resolution of customer concerns while maintaining exceptional customer satisfaction.

 

The ideal candidate is a strategic and results-driven leader with strong analytical skills, escalation management experience, and a passion for delivering excellent customer experiences in a fast-paced, highly regulated environment.

 

Responsibilities

• Leadership & Team Management
  • Supervise, coach, and develop a team of Customer Resolution professionals.
  • Conduct performance management activities, including goal setting, coaching, and annual reviews.
  • Create a culture of accountability, collaboration, and continuous improvement.
  • Monitor workload distribution and prioritize escalations based on business impact and customer urgency.
  • Support recruitment, onboarding, and employee development initiatives.
• Escalation Management
  • Serve as the primary escalation point for high-priority customer concerns.
  • Lead investigations related to pricing discrepancies, contract interpretation, service disruptions, and billing issues.
  • Coordinate resolution efforts across multiple departments to ensure customer commitments are met.
  • Facilitate command center activities for critical customer incidents when needed.
  • Communicate resolution updates to leadership, internal stakeholders, and customers.
• Operational Excellence
  • Develop and maintain escalation workflows, standard operating procedures, and resolution protocols.
  • Analyze trends and identify root causes to reduce recurring customer issues.
  • Drive process improvement initiatives that enhance efficiency and customer satisfaction.
  • Monitor adherence to service-level agreements (SLAs) and departmental metrics.
  • Ensure timely documentation and closure of all assigned escalations.
• Analytics & Reporting
  • Create and maintain dashboards and reporting related to escalation volume, resolution timelines, root causes, and customer impact.
  • Present trends, risks, and recommendations to leadership.
  • Utilize data analytics to identify opportunities for proactive issue prevention.
  • Track key performance indicators and operational health metrics.
• Cross-Functional Collaboration
  • Partner with Sales, Pricing, Contracting, Operations, Finance, Legal, and Customer Service teams.
  • Participate in customer meetings and executive reviews as needed.
  • Provide leadership visibility into significant customer issues and mitigation strategies.
  • Support strategic initiatives, system enhancements, and automation projects.

 

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Supply Chain, Finance, or 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 business 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.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process, please email [email protected] for assistance.  Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.