Customer Service Senior Manager - Digital Operations (Chat & Social Media) - Remote

Cigna - Bloomfield, CT

Full-time - Senior

Remote - Bloomfield, CT

Insurance Carriers and Related Activities

About the position

The Customer Service Senior Manager for Digital Operations will oversee the strategy and daily operations of the Chat and Social Media Care teams in a remote setting. This role focuses on leading a large team, ensuring high customer service standards, and driving operational efficiency while adapting to changing business needs.

Responsibilities

• Lead Digital Operations Chat and Social Media Care teams, including 1 Operations Manager, 10 Front Line Supervisors and Staff (total span of control 200 internal employees)
• Direct the overall service-related activities for the team's customer service function.
• Support the company's customer experience and operations strategies.
• Lead People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming and employee development.
• Interface with other service functions and business units (e.g. sales, account management, technology) accordingly.
• Direct workforce management execution to optimize operational efficiencies while not compromising the customer experience.
• Execute technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests.
• Develop innovative solutions, provide direction regarding overall objectives for process improvement initiatives, and work closely with technology teams on enhancements impacting Operations.
• Support operations teams that may include evening and weekend shift coverage.
• Identify staff education opportunities and proactively collaborate with training on a continuous basis.
• Manage and promote customer satisfaction and demonstrate consistent improvement in customer experience.
• Identify future operational needs and create or suggest new projects to facilitate continuous improvement.

Requirements

• High School Diploma or GED required
• 7+ years' experience within Operations Management strongly preferred
• Experience in leading Chat and/or Social Media operations teams strongly preferred
• Experience leading in a Customer Centric culture
• Strong customer service orientation
• Experience with Customer Satisfaction surveys preferred and a proven history of improving an operation's overall effectiveness.