About The Position
Cigna’s Individual Dental Team is seeking a Sales Operations Senior Manager within our Distribution & Sales Operations organization. This position is responsible for leading operational oversight, performance management, and partner accountability across outsourced Sales call centers supporting Individual Dental. The consumer of this work includes external call center partners, broker support teams, internal sales and distribution stakeholders, quality and compliance partners, and leadership teams accountable for sales execution, service experience, and operational performance. This role manages a team of Sales and Distribution Support professionals responsible for the full operational scope of Call Center & Distribution Support, including Direct-to-Consumer New Sales and Retention sales call centers, brokered and DTC retention support, vendor management, workforce management, call management, broker support, onboarding and offboarding, reporting, process improvement, SOP development, and partner coordination. The Senior Manager will establish and maintain a disciplined operating model across multiple outsourced partners, ensuring KPIs are defined, measured, and achieved while driving transparency, accountability, and continuous improvement. This leader will partner closely with Sales, Distribution, Quality, Compliance, Marketing, Project, and external vendor leadership to improve sales execution, broker support, agent readiness, quality performance, and customer and broker experience. This leader has proven people leadership skills, strong vendor management experience, and the ability to influence a complex, matrixed organization while building talent and capability across the team.
Requirements
- Bachelor’s degree in business, communications, health care, or related field required; advanced degree desirable or equivalent proven experience considered.
- 8+ years of experience in sales operations, call center operations, vendor management, health insurance operations, or a related combination.
- 5+ years of successful people leadership experience preferred, including experience managing, coaching, and developing operational support teams.
- Demonstrated experience managing outsourced call center or vendor partner relationships, including KPI management, governance routines, issue resolution, and performance improvement.
- Solid knowledge of the health insurance industry, regulatory environment, sales operations processes, and call center technology, terminology, and performance drivers.
- Experience identifying operational and technology gaps, developing solutions, and implementing changes across internal and external partners.
- Strong process improvement background with demonstrated experience developing SOPs, operating routines, reporting disciplines, and scalable operational practices.
- Enterprise thinker with proven ability to influence, gain consensus, and drive accountability across internal matrix partners and external vendors.
- Strong verbal, written, presentation, relationship-building, and executive communication skills.
- Solid organizational and time management skills with ability to manage multiple priorities, projects, and partner deliverables in a fast-paced, changing environment.
Nice To Haves
- advanced degree desirable or equivalent proven experience considered
Responsibilities
- Lead the Call Center & Distribution Support function for Individual Dental, with accountability for Direct-to-Consumer New Sales and Retention call center operations across internal teams and outsourced partners.
- Manage, coach, and provide direction to Sales and Distribution Support Advisor and Senior Advisor roles responsible for operational reporting, SOP development, onboarding/offboarding support, partner coordination, and performance management.
- Oversee outsourced call center partner performance, including staffing readiness, capacity planning, service delivery, KPI achievement, issue resolution, and continuous improvement.
- Establish governance routines with call center vendors and internal partners to review performance, address risks, escalate issues, and ensure timely execution of action plans.
- Oversee call management practices, including call routing, prioritization, volume trends, reporting, and escalation processes that support sales execution and customer and broker experience.
- Provide operational oversight for policies, procedures, call scripting, quality expectations, and related controls to drive consistent execution and compliance alignment.
- Own workforce management and partner with vendor leadership to align staffing, schedules, service levels, productivity expectations, and operational performance with forecasted call demand.
- Develop an in-house broker support model with tiered support for top distribution partners, establishing concierge account service for top firms and hiring a team for broker support.
- Lead distribution operation functions, including book of business updates, commission concerns, onboarding and offboarding activities, and resolution of broker sales, enrollment, payment, and service issues.
- Implement and maintain reporting routines that provide visibility into sales, retention, broker support, agent behavior, quality, productivity, service levels, and operational KPI performance.
- Drive process improvement efforts that simplify workflows, strengthen SOP documentation, reduce operational friction, and improve consistency across internal teams and outsourced partners.
- Build team capability by developing talent, fostering accountability, and strengthening relationships across Sales, Distribution, Quality, Compliance, Marketing, Project, and external vendor partners.
Benefits
- 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.
- Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
