Customer Resolution Supervisor

The Cigna Group

. Supervise, coach, and develop a team of Customer Resolution professionals .

Posted 10/16/2026full-timeLake Mary • Florida • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing customer resolution teams, driving process improvements, and utilizing data analytics to enhance customer satisfaction and operational efficiency. Proficient in developing escalation workflows and maintaining service-level agreements while effectively communicating with stakeholders.

Highest-signal resume keywords

Leadership ExperienceCustomer Resolution ManagementData Analytics ProficiencyProcess Improvement InitiativesStrong Analytical Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer ServiceEscalation ManagementPerformance ManagementRoot Cause AnalysisGoal SettingOperational Metrics TrackingDashboard CreationService-Level Agreement MonitoringComplex Problem SolvingContract Interpretation

Soft Skills

CoachingCollaborationCommunicationAccountabilityContinuous Improvement

Tools & Technologies

Microsoft ExcelMicrosoft PowerPointMicrosoft OutlookMicrosoft Teams

Industry Keywords

Customer ResolutionSales OperationsHealthcare OperationsSupply ChainBusiness Administration

About the role

Key responsibilities & impact

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
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
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 and departmental metrics
Ensure timely documentation and closure of all assigned escalations
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
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

Requirements

What you’ll need

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
For occasional or permanent home working: cable broadband or fiber optic internet service with at least 10Mbps download/5Mbps upload

Benefits

Comp & perks

Hybrid work arrangement
Tobacco-free policy
Reasonable accommodation support for the online application process