Senior Manager, Customer Engagement

Cigna

Not specified; not specified; not specified
**
Manage hotline and live chat operations
Lead customer service projects
Monitor external vendor performance
** Cigna is seeking a Senior Manager for Customer Engagement to oversee customer service operations, enhance service quality, and lead a team focused on customer satisfaction. The ideal candidate should possess strong people management skills, vendor management experience, and a commitment to improving customer engagement through data analytics and project leadership. **

Job Summary

  • The incumbent will manage operations across hotlines, emails, walk-ins, and live chat for both in-house teams and external providers.
  • This role involves leading a portfolio of customer service projects focused on touchpoint upgrades and digitalization to enhance the customer experience.
  • The successful candidate must analyze NPS and complaint data to identify root causes and execute improvement plans while mentoring a high-performing team.

Matching Summary

Match Score: 75

** Cigna is seeking a Senior Manager for Customer Engagement to oversee customer service operations, enhance service quality, and lead a team focused on customer satisfaction. The ideal candidate should possess strong people management skills, vendor management experience, and a commitment to improving customer engagement through data analytics and project leadership. **

Salary

Not specified; Not specified; Not specified

Skills & Requirements

Must-have

  • manage hotline and live chat operations
  • lead customer service projects
  • monitor external vendor performance
  • analyze NPS and voice of customer data
  • handle customer escalations and complaints

Nice-to-have

  • customer-focused mindset
  • result-driven approach
  • mentorship and team development skills
  • experience with digitization initiatives
  • strong stakeholder relationship building

Key Requirements

  • Experience managing customer service operations
  • Proven track record in vendor management
  • Strong analytical skills for customer data
  • Leadership experience in team supervision

Work Rights

Not specified

Tailored Resume

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