O500 Implementation Specialist Manager - Evernorth - Remote

POSITION SUMMARY

The Implementation Specialist Manager is responsible for leading and developing a team of Implementation Specialists to ensure successful client onboarding and service delivery. This role requires strong leadership, collaboration, problem-solving, and communication skills to drive positive client and customer results. The manager will work closely with the Market Senior Managers and other matrix partners to deliver against client commitments with a specific focus on plan design and ensuring accuracy, compliance and administration of client chosen benefits across Cigna platforms.

Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.

Primary Responsibilities

Leadership and Development

• Coach and Develop Talent: Foster a culture of continuous learning by coaching Implementation Specialists to build confidence, technical expertise, and ownership of client outcomes.
• Team Enablement: Empower team members to take initiative, solve problems independently, and act with accountability.
• Recognition and Motivation: Celebrate both tangible and intangible achievements to reinforce excellence and team morale.
• Conflict Resolution: Navigate interpersonal challenges with empathy, assertiveness, and transparency to maintain a high-functioning team environment.
• Time Management and Delegation: Align team capacity with strategic priorities, delegate effectively, and ensure timely delivery of client commitments.
• Tech Fluency: Promote understanding and adoption of tools and platforms that streamline workflows and enhance accuracy in benefit setup.
• Agile Mindset: Lead the team through change with resilience and adaptability, maintaining focus on client and organizational goals.
• Reviews and analyzes implementation materials to create and maintain work order (ePro / Profile / CIT) Responsibilities.
• Lead by example, demonstrating strong leadership skills and a commitment to ongoing staff development.
• Manage daily workload, make assignments, provide direction to staff, conduct proactive workload balancing and remove barriers to ensure team meets deliverables and commitments.

Collaboration and Relationship Building

• Develop and maintain effective relationships with matrix partners, clients, and other stakeholders.
• Partner with the Director of Implementation and other teams to ensure seamless issue resolution and client satisfaction.
• Stakeholder Coaching: Guide team members in building effective relationships with matrix partners and clients, modeling professionalism and influence.

Problem-Solving and Decision-Making

• Utilize reporting and analysis to understand root causes of issues and implement proactive measures to prevent recurrence.
• Make informed decisions and take decisive actions to address and resolve escalated issues.
• Utilize reporting and analysis to understand root cause to prevent repeat occurrences of issues at local and global level.

Communication

• Communicate clearly and effectively with team members, clients, and stakeholders, both in writing and orally.
• Ensure that all communications are timely, accurate, and aligned with organizational goals.
• Provide status of team deliverables, client escalations and process opportunities.

Vision and Strategic Thinking

• Contribute to the broader organizational goals and vision by aligning team efforts with the Implementation Vision.
• Positively influence client and customer results through strategic thinking and proactive management.
• Strategic Coaching: Translate the Implementation Vision into actionable goals for the team, ensuring alignment with broader organizational strategy.
• Talent Development Planning: Identify high-potential team members and create development plans that support career growth and succession planning.

Adaptability and Flexibility

• Manage a virtual team and handle multiple priorities with adaptability and flexibility.
• Drive change through strong partnerships and effective management in a matrix environment.

Key Qualifications

• Bachelor’s Degree preferred
• 5 years’ relevant experience within implementation or benefit installation
• 2 years’ supervisory experience within implementation or benefit installation preferred
• Installation/Implementation/Inventory Management skills a plus.
• Experience managing in a virtual team preferred.
• Experience managing complex operational work units.
• Ability to manage multiple priorities.