The Cigna Group
Leader of Customer Service Operations, Pharmacy (Managing Director)(Remote)
The Cigna Group, Hartford, Connecticut, United States
Overview
Leader of Customer Service Operations, Pharmacy (Managing Director) (Remote) — The Cigna Group The Managing Director of the Customer Service Operations will be responsible for leading and overseeing the customer service department for pharmacy operations, ensuring the delivery of high-quality service to our clients and members. This executive-level role requires a strategic leader with a deep understanding of Pharmacy Benefits Services (PBS) operations, exceptional leadership skills, and a passion for enhancing the customer experience. Responsibilities
Develop and implement strategic plans to enhance customer service operations and improve overall customer satisfaction. Lead, mentor, and develop a high-performing customer service team, fostering a culture of excellence and continuous improvement. Establish and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of customer service operations. Collaborate with cross-functional teams, including sales, account management, and clinical operations, to ensure seamless service delivery and address client needs. Drive process improvements and leverage technology to optimize customer service workflows and enhance the member experience. Ensure compliance with regulatory requirements and company policies, maintaining the highest standards of service and integrity. Manage the PBS budget, ensuring cost-effective operations while delivering exceptional service. Stay abreast of industry trends and best practices, incorporating them into the customer service strategy. Qualifications
Bachelor’s degree in business administration, healthcare management, or a related field; Master’s degree preferred. Minimum of 10 years of experience in customer service operations, with at least 5 years in a leadership role. Proven track record of successfully leading and managing large customer service teams. Excellent leadership, communication, and interpersonal skills. Ability to think strategically and drive change in a dynamic environment. Proficiency in customer service software and technology solutions. Strong problem-solving and decision-making abilities. Desire to understand PBS operations, pharmacy benefits, and healthcare regulations. About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives. Note:
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. Accommodation:
If you require reasonable accommodation in completing the online application process, please email SeeYourself@cigna.com for support. Do not email for an update on your application or to provide your resume, as you will not receive a response. Policy:
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 unless they enter a qualifying smoking cessation program prior to the start of 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. Background:
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
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Leader of Customer Service Operations, Pharmacy (Managing Director) (Remote) — The Cigna Group The Managing Director of the Customer Service Operations will be responsible for leading and overseeing the customer service department for pharmacy operations, ensuring the delivery of high-quality service to our clients and members. This executive-level role requires a strategic leader with a deep understanding of Pharmacy Benefits Services (PBS) operations, exceptional leadership skills, and a passion for enhancing the customer experience. Responsibilities
Develop and implement strategic plans to enhance customer service operations and improve overall customer satisfaction. Lead, mentor, and develop a high-performing customer service team, fostering a culture of excellence and continuous improvement. Establish and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of customer service operations. Collaborate with cross-functional teams, including sales, account management, and clinical operations, to ensure seamless service delivery and address client needs. Drive process improvements and leverage technology to optimize customer service workflows and enhance the member experience. Ensure compliance with regulatory requirements and company policies, maintaining the highest standards of service and integrity. Manage the PBS budget, ensuring cost-effective operations while delivering exceptional service. Stay abreast of industry trends and best practices, incorporating them into the customer service strategy. Qualifications
Bachelor’s degree in business administration, healthcare management, or a related field; Master’s degree preferred. Minimum of 10 years of experience in customer service operations, with at least 5 years in a leadership role. Proven track record of successfully leading and managing large customer service teams. Excellent leadership, communication, and interpersonal skills. Ability to think strategically and drive change in a dynamic environment. Proficiency in customer service software and technology solutions. Strong problem-solving and decision-making abilities. Desire to understand PBS operations, pharmacy benefits, and healthcare regulations. About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives. Note:
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. Accommodation:
If you require reasonable accommodation in completing the online application process, please email SeeYourself@cigna.com for support. Do not email for an update on your application or to provide your resume, as you will not receive a response. Policy:
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 unless they enter a qualifying smoking cessation program prior to the start of 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. Background:
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
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