Senior Manager, Program Escalations & Defect Management

Senior Manager, Program Escalations & Defect Management

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

As a Senior Manager, Program Escalations & Defect Management for CVS Health, you will be a collaborative and results-oriented leader who will partner across the organization to triage and resolve the Payor solutions portfolio's complex technological and operational challenges. You'll need to be a strategic individual who can navigate complex technological and operational challenges with agility and precision in a fast-paced and dynamic corporate environment. This role requires strong partnership and engagement across all aspects of the Product Enablement team, as well as coordination with the partners within the larger Payor Solutions & Life Sciences Organization. As an ideal candidate you'll be a skilled communicator, capable of translating technical issues into clear, actionable insights for diverse audiences, including business stakeholders, product teams, and technical partners. You will lead cross-functional coordination efforts, ensuring timely and effective issue intake, prioritization, and resolution. You'll provide strategic leadership and direction to a team of managers, fostering a collaborative environment that drives performance and achieves organizational goals. Success in this role requires deep experience working across product, technical, and account management functions, as well as a strong ability to assess issues at both strategic and tactical levels.

Specific workstreams this individual is responsible for include :

• Production defects intake and triage
• Designing and implementing a scalable, end-to-end defect management process that enables efficient intake, triage, evaluation, analysis, and resolution of production defects
• Developing a thorough prioritization framework to handle a myriad of intakes but provide sound and strategic direction on the rank order of production defects submitted
• Development of SLAs for defect intake, triage, and resolution and ensuring the team adheres to SLAs
• Production defect resolution
• Act as the point person for Payor Solutions to advocate on behalf of products, members, and clients for resolution when defects are identified
• Accountable for identifying the right partner to work with, the right processes to follow, and ultimately accountable for driving issues to resolution as well as communicating impact, root cause, and remediation strategies to a business audience
• Partner with, and advocate to, Product team leads when additional support or processes are needed to resolve issues, meet client commitments, and retain product integrity
• Partner with Product team leads to obtain deep subject matter knowledge on all products in the portfolio to be able to navigate all defects submitted

Required Qualifications :

Preferred Qualifications :

Education :

Pay Range :

The typical pay range for this role is : $75,400.00 - $182,549.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include :

For more information, visit https : / / jobs.cvshealth.com / us / en / benefits

We anticipate the application window for this opening will close on : 11 / 01 / 2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex / gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.