Position Summary The Claims Operations Senior Supervisor leads a high-performing team of claims processors to deliver accurate, timely, and compliant work. This role manages daily operations, coaches performance, and drives continuous improvement while meeting business and client goals. Key Responsibilities - Lead daily operations for a claims processing team of 17–20+ employees. - Set clear expectations and translate business goals into team actions. - Coach, develop, and motivate employees with a strong focus on quality, accuracy, and productivity. - Use eMOS tools and KPI dashboards to track results, identify gaps, and improve performance. - Partner with capacity planning, resource management, and other stakeholders to meet service, financial, and client commitments. - Lead change efforts by improving workflows and removing operational barriers. - Ensure compliance with company policies, procedures, and regulatory requirements. - Partner with HR on staffing, performance management, employee development, and engagement. - Promote an inclusive, collaborative, and respectful team culture. - Communicate clearly and effectively in a virtual environment. Qualifications - High School Diploma or GED required; Bachelor’s degree preferred. - 2+ years of experience managing employees in Claims Operations preferred. - Experience managing Supplemental Health Solutions claims and working with capacity planning preferred. - Experience using eMOS or metric-driven performance management tools preferred. - Proven ability to lead teams to meet or exceed quality and productivity goals. - Strong coaching, communication, and problem-solving skills. - Ability to manage change, improve processes, and drive results. - Strong organization, time management, and customer focus. 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. For this position, we anticipate offering an annual salary of 67,900 - 113,100 USD / yearly, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan. At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here. About The Cigna Group Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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.

• Act as the technical product lead throughout the sales cycle, collaborating with account executives to identify prospects' needs, deliver customized demos and presentations, design tailored solutions, and create documentation that highlights the impact of sFOX in addressing their specific use cases and requirements • Lead the technical implementation and onboarding process for new clients–create and present solution designs, best practices, and documentation to maximize client success • Build and maintain high-quality technical resources to support sales and integrations, including documentation, integration guides, examples, demos, and FAQs that highlight sFOX's capabilities • Manage RFPs, security reviews, and technical due diligence: coordinate with Compliance, Security, and Legal teams to address controls, data handling, and regulatory needs • Provide ongoing client support–accept and triage inbound inquiries, reproduce and debug, escalate effectively, and communicate updates while adhering to established SLAs • Conduct formal and informal business reviews with clients: monitor KPIs and health metrics, and propose optimizations or new use cases to boost adoption and value • Partner with Product and Engineering to support product development and releases–QA new features, document release notes, create enablement materials, run beta programs, and communicate releases to clients to ensure seamless adoption, accurate feedback loops, and continuous product improvement • Systematically capture and synthesize client feedback; deliver actionable insights to Product and Engineering to inform roadmap and prioritization

• Ensure customer success in building and launching Amazon Connect solutions for customers • Conduct technology assessment and audits to identify the need to move to CCaaS AWS Connect Platform • Facilitate business process reviews to identify customer requirements and processes • Educate customers on the value proposition of AWS and participate in architectural discussions • Lead discovery for customers, help build ROIs for projects, and deliver presentations • Translate customer requirements into contact center design • Oversee and mentor technical teams, providing guidance and support • Act as a liaison between technical teams and business stakeholders • Drive best practice contact center design into every aspect of solution delivery • Effectively manage all aspects of project and customer communications • Deliver customer end-user training and documentation • Exercise independent judgment on enterprise level projects • Lead vision and strategy discussions with contact center and customer service leadership

• Manage a steady flow of inbound and outbound calls with potential clients and their families. • Listen deeply to client needs and match them to the right care solutions. • Clearly communicate our services, ask for commitment, and schedule follow-up consultations. • Meet or exceed individual and team sales metrics, including call volume, conversion rates, and quality standards. • Use CRM tools such as Salesforce or others to track activity and follow up consistently.