Responsibilities:
- Lead the Customer Care function to deliver consistent support for customer inquiries, manual order intake, order processing, fulfillment support, cancellations, tracking, returns, claims, and related service needs.
- Set clear expectations for supervisors, team leads, and specialists, while building accountability, collaboration, engagement, and strong team capability.
- Use service levels, queue performance, call and email volumes, productivity, quality, and customer insights to balance workload, manage risk, and improve outcomes.
- Serve as a senior escalation point for complex customer issues, service recovery needs, operational barriers, and risks that may affect the customer experience.
- Strengthen standard workflows, controls, and operating procedures that reduce variation, improve accuracy, and support a centralized Customer Care model.
- Partner with Sales, Operations, Customer Enablement, Customer Resolution, Distribution, Technology, Compliance, and other teams to solve service barriers and improve handoffs.
- Lead through change by helping teams adopt new workflows, systems, service standards, role clarity, and performance expectations while maintaining daily service delivery.
- Champion a customer-first culture that is focused on service quality, continuous improvement, and positive customer outcomes.
Required
- High school diploma or equivalent.
- 5+ years of experience in customer service, customer care, contact center, order management, operations, sales operations, healthcare distribution, specialty pharmacy, or a related operational environment.
- 3+ years of people leadership experience, including experience setting expectations, coaching performance, and developing team capability.
- Experience managing service levels, workload distribution, productivity, quality, customer experience metrics, and operational performance.
- Ability to use data, reports, dashboards, and customer insights to identify trends, solve problems, and drive continuous improvement.
- Strong communication, coaching, influencing, relationship-building, organizational, analytical, and decision-making skills.
Preferred
- Bachelor’s degree.
- Experience leading supervisors, team leads, or multi-level operational teams.
- Experience leading change, process standardization, workflow redesign, or operating model transformation.
- Knowledge of customer service operations, order management, fulfillment support, issue resolution, and customer-facing service channels.
- Experience with SAP, CRM platforms, workflow management tools, call queue technology, Microsoft Office, and customer service reporting tools.
- Knowledge of healthcare, pharmaceutical distribution, specialty distribution, or regulated operational environments.
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.