Customer Care Operations, Supervisor – Hybrid

The Customer Care Operations Supervisor leads a team to ensure a seamless and high-quality customer experience throughout the order cycle. This role involves overseeing daily operations, managing customer interactions, and driving team performance and operational excellence in a hybrid work environment.

Duties & Responsibilities

• Leadership and team development: The supervisor leads, coaches, and develops a multi-level customer care team, fostering accountability, collaboration, and continuous improvement while managing hiring, training, and employee engagement.

• Customer experience and service delivery: Responsibilities include managing inbound and outbound customer communications, ensuring timely and professional resolution of inquiries, acting as an escalation point, and maintaining service standards.

• Order management and operational support: The role oversees end-to-end order activities such as entry, validation, fulfillment support, cancellations, shipment tracking, return authorizations, and compliance with operational controls and state license verifications.

• Workforce management and continuous improvement: The supervisor monitors queue performance, workload distribution, and operational metrics to ensure service levels, partners with leadership on staffing, and drives process enhancements to improve efficiency and customer satisfaction.

• Operational Excellence & Continuous Improvement: The supervisor monitors team performance and team interactions, aligns decision making and improvements to reports and operational data, implements enhancements to improve processes and customer satisfaction, supports change initiatives and contributes to the evolution of the Customer Care organization. 

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.

• 3+ years of leadership experience in customer service, customer care, contact center, order management, operations, or a related environment.

• Demonstrated success leading teams and developing employees.

• Experience managing customer interactions across multiple channels, including phone and email.

• Experience managing service levels, workload distribution, and operational performance metrics.

• Strong communication, coaching, and relationship-building skills.

• Strong analytical, organizational, and problem-solving abilities.

• Ability to manage multiple priorities in a fast-paced environment.

• Experience supporting order management, fulfillment, customer support, or operational service teams.

• Experience with workforce management, call queue management, and service level monitoring.

• Knowledge of SAP, CRM platforms, and customer service technologies.

• Experience leading change management and process improvement initiatives.

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.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance.  Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.