Work location- Remote, United States

Travel Required < 10% (once a quarter)

Role Summary:

Reporting to the DTC (Direct to Consumer) Director of BPO (Business Process Outsourcing) Solutions/Sales Operations, this position will have responsibility across our Medicare Telesales lines of business and our BPO partner(s).  We are looking for someone to bridge the gap between sales, marketing and our BPO partner(s).  This position will require data gathering and analyzation, identifying training opportunities, and providing insights that empower the sales operations team to make effective decisions.  Collaboration with our BPO partners, internal stakeholders, and subject matter experts to improve efficiencies, sales performance and compliance to minimize issues, and reduce future disruptions.  This position will have strategic and tactical duties and/or projects that impact the operations. They will act as a resource and provide oversight to applicable vendor contracts to include supporting new and existing SOW’s, SLA’s and issues.

Responsibilities:

• Manages and represents the DTC Ops team with matrix partner across the organization.
• Manages key initiatives for DTC Ops, including AEP, 1/1 Readiness, and cross-functional projects.
• Accountable for representing DTC Ops and setting action plans and priorities.
• Analyze sales data to identify trends, strengths and weakness, and making recommendations on those findings.
• Identify and remove barriers that limit sales result, sales operations, and/or customer service/compliance.
• Streamline sales process to increase efficiencies.
• Maintain a strong understanding of Medicare products and enrollment system tools
• Participates in line of business meetings and is the expert on all upcoming changes and updates.
• Oversight of the vendor contract to include new and existing SOW’s, overall SLA management and support contract disputes.
• Manages and updates standard operating procedures for invoicing, success fees and onboarding/contracting
• Oversight of vendor onboarding, contracting and ready to sell status. 
• Fulfills action on any issues the vendor partner(s) may experience during the onboarding/contracting process. 
• Reviewing of vendor monthly invoices, validating charges are accurate. 
• Manage invoice payment history
• Serves as a key resource to the DTC Team to include management of escalated issues.
• Responsible for compiling and reporting results and issues to appropriate audiences including key business leaders and team members
• Oversight and project management (as needed) of DTC projects that impact Cigna, and other vendors
• Reviews and supports quality and compliance audits
• Maintains DTC vendor fallout application, sales kits, etc.
• Main point of contact for Cigna IT, CIP, Sourcing, EEM and other Cigna enterprise areas
• Special projects, ad hoc reports, and duties as assigned. Represent DTC as needed

Experience/Skills

• Bachelor’s degree in business, technology, finance/accounting, or related field or equivalent experience preferred.
• Proficient in Microsoft Excel, PowerPoint, and Tableau, Salesforce (highly preferred)
• 5 years or more managing and developing vendor relationships preferred.
• 2 years or more of relevant Medicare, Part C and/or Part D work experience preferred.
• Experience in managing, partnering, and relationship building with internal/matrix organizations and vendors.
• Ability to foster collaboration, value other perspectives and gain support and buy-in to meet organizational goals.
• Strong problem-solving skills.
• Experience in developing and managing operational plans preferred.
• Demonstrated project management skills and success.
• Ability to remain flexible in an intense & dynamic working environment and manage multiple competing priorities
• Excellent oral, written, presentation and communication skills and the ability to communicate and interact at various levels and functions within an organization.

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 88,700 - 147,800 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.

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