Customer Resolution Supervisor – CuraScript SD – Hybrid-Lake, Mary, FL

The Customer Resolution Supervisor leads a team of Customer Resolution Analysts and Coordinators responsible for managing complex customer escalations, pricing discrepancies, contract issues, service failures, and cross-functional resolution efforts. This role serves as a key liaison between Sales, Account Management, Pricing, Contracting, Operations, Finance, and Customer Service teams to ensure timely resolution of customer concerns while maintaining exceptional customer satisfaction.   The ideal candidate is a strategic and results-driven leader with strong analytical skills, escalation management experience, and a passion for delivering excellent customer experiences in a fast-paced, highly regulated environment.   Responsibilities • Leadership & Team Management • Supervise, coach, and develop a team of Customer Resolution professionals. • Conduct performance management activities, including goal setting, coaching, and annual reviews. • Create a culture of accountability, collaboration, and continuous improvement. • Monitor workload distribution and prioritize escalations based on business impact and customer urgency. • Support recruitment, onboarding, and employee development initiatives. • Escalation Management • Serve as the primary escalation point for high-priority customer concerns. • Lead investigations related to pricing discrepancies, contract interpretation, service disruptions, and billing issues. • Coordinate resolution efforts across multiple departments to ensure customer commitments are met. • Facilitate command center activities for critical customer incidents when needed. • Communicate resolution updates to leadership, internal stakeholders, and customers. • Operational Excellence • Develop and maintain escalation workflows, standard operating procedures, and resolution protocols. • Analyze trends and identify root causes to reduce recurring customer issues. • Drive process improvement initiatives that enhance efficiency and customer satisfaction. • Monitor adherence to service-level agreements (SLAs) and departmental metrics. • Ensure timely documentation and closure of all assigned escalations. • Analytics & Reporting • Create and maintain dashboards and reporting related to escalation volume, resolution timelines, root causes, and customer impact. • Present trends, risks, and recommendations to leadership. • Utilize data analytics to identify opportunities for proactive issue prevention. • Track key performance indicators and operational health metrics. • Cross-Functional Collaboration • Partner with Sales, Pricing, Contracting, Operations, Finance, Legal, and Customer Service teams. • Participate in customer meetings and executive reviews as needed. • Provide leadership visibility into significant customer issues and mitigation strategies. • Support strategic initiatives, system enhancements, and automation projects.   Qualifications • Bachelor's degree in Business Administration, Healthcare Administration, Supply Chain, Finance, or related field, preferred. • 3+ years of leadership experience. • 5+ years of experience in customer resolution, customer service, sales operations, account management, healthcare operations, or related business functions. • Experience managing escalations and complex customer issues. • Strong analytical and problem-solving skills. • Advanced proficiency in Microsoft Excel, PowerPoint, Outlook, and Teams. • Excellent verbal and written communication skills. 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. About Evernorth Health Services Evernorth Health Services, a division o