CVS Health Process Innovation Senior Manager - Fully Remote in Arizona
As the Senior Manager, you will be part of our Prescription Benefit Management (PBM) Strategy and Innovation team. This team is engaged across all functions of our PBM Operations, with emphasis on transforming member experience and improving operational efficiency. You will have the opportunity to ideate and drive new strategic and operational initiatives, which will have a profound impact on the future direction of the company.In this role you will work with cross functional partners to drive decisions regarding the design and build a new Customer Relationship Management (CRM) system that radically transforms the customer care experience. The goal is to simplify, automate, and streamline the current processes so that customer care agents are empowered to help consumers (ie. members) resolve complex asks and optimize use of their pharmacy benefit. As Senior Manager, you will have the opportunity to engage with business and technology partners to influence decisions on strategy and scope, which will shape the multi-year CRM implementation program roadmap and implementation approach. You will also manage the program financials (e.g.: capital planning, total cost of ownership, ROI analysis), partner with stakeholders across all levels to deliver on committed goals and apprise senior leadership on progress and recommendations. The Senior Manager would also lead project teams, directing the work of a group of individuals with emphasis on strategy planning, process transformation, product development, business case development and value tracking of implemented solutions. You will build and lead a high performing team that will deliver timely and high-quality outcomes and guide them on their growth and development.Primary Duties and Responsibilities: • Develop and own the strategic multi-year service platform roadmap to meet business goals and targets, and execute solutions to advance the member experience• Coordinate with stakeholders to plan, prioritize investments and manage program financials and apprise senior leadership on financial health of the program• Engage cross functionally across business and technology teams and build partnerships to understand challenges, define solutions, drive alignment decisions and support implementation• Create content and deliver presentations to stakeholders and senior leadership to influence decisions, articulate risks and share program accomplishments• Scope, plan, and lead teams to deliver timely analysis and outcomes which includes root cause investigation, problem solving, business case development and implementation of initiatives • Validate performance, measure business results, and synthesize findings to generate insights on solution effectiveness and inform change management tactics.• Demonstrate strong people leadership capabilities to design and implement strategy for direct and indirect colleague oversight, development, mentoring, performance evaluation and assessment within the business unit
• 6+ years of professional business experience required, including 4+ years of consulting or related high level analytical/internal consulting experience in an operational environment with experience in building complex business models.• 4+ years of leadership/management experience
• MBA• Experience leading large-scale technology transformations • Salesforce product knowledge• Experience driving process improvement initiatives in a contact center
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.