Customer Operations & Senior Advisor, Individual Dental - Cigna Healthcare - Remote

Position Summary

The Operations Senior Advisor, Customer Operations & Experience provides strategic and operational leadership for customer service initiatives across Individual Dental Operations. This role partners with Contact Center Operations, Product, Digital, Training, Analytics, Compliance, Technology, and vendor teams to improve the customer experience, strengthen operational performance, and support successful implementation of business priorities. The Operations Senior Advisor serves as a key operational lead for contact center readiness, customer experience improvement, and enterprise change implementation.

The role translates business, product, regulatory, and customer experience requirements into practical training, communications, knowledge content, standard operating procedures, workflows, and support models for internal teams and external service partners. This position also leads complex operational improvement initiatives, supports strategic planning and business-case development, and serves as a subject matter expert for customer operations processes, capabilities, and customer impacts.

Lead cross-functional customer operations and experience initiatives that improve service delivery, customer outcomes, operational performance, and business results. Represent Customer Operations in business planning, portfolio discussions, and enterprise initiatives involving customer service, customer communications, and operational capabilities. Evaluate proposed business, product, digital, and technology changes to identify customer impacts, contact center requirements, operational dependencies, and implementation risks. Serve as a subject matter expert for customer operations processes, collaborating with business partners to resolve complex operational issues and improve end-to-end workflows.

Provide operational guidance to frontline leaders, customer service teams, project teams, and enterprise partners regarding customer experience and service delivery requirements.

Lead operational readiness activities for regulatory, product, digital, technology, and customer experience changes affecting internal and outsourced contact center operations. Coordinate readiness strategies across training, knowledge management, standard operating procedures, talking points, onboarding, customer communications, and frontline support. Partner with internal contact center leaders and external service providers to ensure operational requirements are understood, documented, and incorporated into implementation plans. Support contact center launch and readiness activities by monitoring dependencies, identifying gaps, escalating risks, and coordinating resolution across responsible teams.

Facilitate alignment among business, training, operations, vendor, and implementation teams to ensure customer service representatives are prepared to support new or changing capabilities. Contribute operational expertise to vendor planning, performance discussions, issue resolution, and service improvement activities.

Lead strategic improvement initiatives focused on reducing avoidable customer contacts, improving call routing and transfer performance, strengthening first-contact resolution, and enhancing the overall customer experience. Partner with Analytics, Contact Center Operations, Product, and Digital teams to evaluate call drivers, customer feedback, service trends, and operational performance. Identify opportunities to improve self-service capabilities, simplify customer interactions, enhance digital experiences, and reduce operational friction.

Translate customer and operational insights into actionable recommendations, business requirements, and improvement initiatives. Support the evaluation and implementation of artificial intelligence, automation, analytics, and other technology-enabled solutions for customer operations. Establish appropriate measures, reporting, and feedback mechanisms to evaluate initiative performance and identify opportunities for continued improvement. Lead or support customer outreach and retention initiatives, including development of operational workflows, customer communications, frontline guidance, and implementation requirements.

Oversee the operational administration of applicable customer incentive and…