Senior Operations Manager Customer Experience

hace 5 días


Madrid, Madrid, España Cigna A tiempo completo

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality.

Estimated Salary: $90,000 - $110,000 per year

This position offers a unique opportunity to drive operational excellence and deliver best-in-class customer experiences in our Customer Service department. As Senior Supervisor, you will play a pivotal role in managing operational KPIs, driving high-performance culture, and fostering employee engagement.

Key Responsibilities:

  • Manage operational KPIs across different customers and communication channels
  • Analyse performance data and identify opportunities to maximize operational results
  • Ensure high scoring in internal quality auditing and external NPS surveys
  • Drive a high-performance culture by supporting and recognizing staff based on their results and development
  • Foster Employee Engagement and reduce attrition via motivation & career coaching
  • Take full ownership of high-level escalations and drive resolution while communicating with all relevant parties

Qualifications and Expertise:

  • Minimum three years people management experience in operational teams
  • Experience in customer service and/or insurance sector is highly valued
  • Proven track record of delivering operational KPIs, resource planning & recovery plan execution
  • Strong understanding of operational process flows, process mapping, and documentation combined with an emphasis on process flow improvement
  • Strong analytic & strategic thinking paired with data-driven decision making

We offer a range of benefits including:

  • A competitive salary and bonus structure
  • A comprehensive benefits package, including medical, dental, and vision coverage
  • A 401(k) retirement savings plan with company match
  • Tuition reimbursement and continuing education opportunities


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