Senior Customer Operations & Experience Advisor, Individual Dental

The Cigna Group

. Lead cross-functional customer operations and experience initiatives for Individual Dental Operations .

Posted 9/18/2026full-timeRemote • Pennsylvania • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading cross-functional customer operations initiatives, with a strong focus on operational readiness, process improvement, and compliance. Proficient in analyzing customer feedback and operational performance to enhance customer experience and drive strategic initiatives.

Highest-signal resume keywords

Customer Operations ManagementContact Center OperationsOperational ReadinessProcess ImprovementVendor Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Business AnalysisOperational DocumentationChange ImplementationRisk ManagementData Analysis

Soft Skills

Strong CommunicationRelationship ManagementFacilitation SkillsInfluencing Skills

Tools & Technologies

Analytics ToolsKnowledge Management SystemsCustomer Feedback Systems

Industry Keywords

Healthcare AdministrationDental InsuranceBenefits AdministrationRegulated Service Operations

About the role

Key responsibilities & impact

Lead cross-functional customer operations and experience initiatives for Individual Dental Operations
Represent Customer Operations in business planning, portfolio discussions, and enterprise initiatives
Evaluate business, product, digital, and technology changes for customer impacts, contact center requirements, dependencies, and risks
Serve as a subject matter expert on customer operations processes and resolve complex operational issues
Lead operational readiness for regulatory, product, digital, technology, and customer experience changes affecting contact centers
Coordinate training, knowledge management, standard operating procedures, talking points, onboarding, communications, and frontline support
Partner with internal contact center leaders and external service providers on operational requirements and implementation plans
Monitor readiness dependencies, identify gaps, escalate risks, and coordinate resolution
Lead improvement initiatives to reduce avoidable contacts, improve call routing, strengthen first-contact resolution, and enhance customer experience
Analyze call drivers, customer feedback, service trends, and operational performance with Analytics, Contact Center Operations, Product, and Digital teams
Improve self-service capabilities, digital experiences, and customer interactions
Support artificial intelligence, automation, analytics, and other technology-enabled customer operations solutions
Establish measures, reporting, and feedback mechanisms to evaluate initiative performance
Lead or support customer outreach and retention initiatives
Oversee administration of customer incentive and rewards programs, including planning, implementation, vendor coordination, communications, reporting, and issue resolution
Coordinate program workflows, funding requirements, business rules, support processes, and launch readiness
Develop and maintain operational communications, business guidance, process documentation, standard operating procedures, talking points, and knowledge content
Lead or coordinate training strategies and readiness materials for internal teams and outsourced service partners
Lead compliance and training reporting, identify gaps, and coordinate remediation
Identify and escalate operational risks, control gaps, readiness concerns, and unresolved dependencies
Support operational reviews, audits, and compliance inquiries
Represent Customer Operations in portfolio planning, prioritization, and business-case development
Translate strategic initiatives into operational plans and coordinate implementation across functional areas
Provide leadership with updates on readiness status, decisions, risks, and required actions

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Operations, Healthcare Administration, Communications, or a related discipline, or an equivalent combination of education and relevant professional experience
Advanced experience in customer operations, contact center operations, customer experience, business readiness, operational improvement, or a related function
Demonstrated experience leading complex, cross-functional initiatives involving internal teams and external service providers
Strong knowledge of contact center operations, including training, knowledge management, customer communications, standard operating procedures, escalation processes, and operational readiness
Experience translating product, regulatory, technology, or business requirements into practical operating processes and frontline guidance
Demonstrated ability to analyze customer and operational information, identify improvement opportunities, and develop actionable recommendations
Experience supporting vendor-managed operations, including operational planning, implementation coordination, issue resolution, and performance improvement
Knowledge of process improvement, change implementation, business requirements, risk management, and operational controls
Experience developing executive-ready communications, business cases, operational documentation, and implementation updates
Ability to manage multiple complex initiatives, priorities, dependencies, and stakeholders in a changing business environment
Strong written, verbal, facilitation, influencing, and relationship-management skills
Ability to work effectively across Operations, Product, Digital, Analytics, Training, Compliance, Technology, Finance, and vendor organizations
Healthcare, insurance, benefits administration, or regulated service-operation experience preferred
Dental insurance or dental benefits administration experience preferred but not required
If working at home, internet connection must use cable broadband or fiber optic service with at least 10Mbps download/5Mbps upload

Benefits

Comp & perks

Remote work may be occasional or permanent, subject to cable broadband or fiber optic internet service with at least 10Mbps download/5Mbps upload
Tobacco-free policy applies; qualifying smoking cessation program may permit employment in certain states
Reasonable accommodation available for the online application process
Equal employment opportunity protections
Consideration of qualified applicants with criminal histories consistent with applicable ordinances