Senior Manager, Service Operations Local Markets

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose : Bringing our heart to every moment of your health.

This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand with heart at its center our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction by developing and implementing service strategies, managing a team of customer service representatives, monitoring service quality and performance metrics, resolving escalated customer issues, implementing customer service training programs, and collaborating with other departments to enhance the overall customer service experience.

Applies leadership skills, customer-centric mindset, and problem-solving abilities to drive customer loyalty, retention, and advocacy while promoting a positive and service-oriented culture within the organization.

• Oversees and optimizes the operational aspects of service delivery to ensure the provision of smooth, efficient, and coordinated healthcare services.
• Conducts research on industry trends, best practices, and emerging technologies to identify opportunities for innovation, professional development, and improvement within service operations.
• Manages resources, including staff, equipment, and budgets, to optimize service delivery and resource allocation.
• Identifies opportunities for process improvement and implements strategies to enhance the efficiency and effectiveness of service operations.
• Defines strategies that aim to enhance patient satisfaction and experience by ensuring that service operations are patient-centered and responsive to patient needs.
• Implements quality assurance programs to monitor and assess service quality and compliance with healthcare regulations and industry standards.
• Leverages technology and healthcare IT solutions to streamline service operations and enhance communication and information sharing.
• Evaluates opportunities for service expansion and implements new initiatives to meet evolving patient needs and industry trends.
• Provides ongoing training and development opportunities for staff to enhance their professional skills, knowledge, and capabilities.

Required Qualifications

• 5+ years experience working with plan sponsor liaisons and / or in a call center operations leadership environment.
• 5+ years healthcare experience
• Adept at execution and delivery (planning, delivering, and supporting) skills
• Adept at business intelligence
• Adept at collaboration and teamwork
• Mastery of problem solving and decision making skills
• Mastery of growth mindset (agility and developing yourself and others) skills

Education Bachelor's degree preferred / specialized training / relevant professional qualification.

Pay Range

The typical pay range for this role is :

$75,400.00 - $166,000.00

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.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.

The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.

The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits.

CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.

As for time off, Company employees enjoy Paid Time Off ( PTO ) or vacation pay, as well as paid holidays throughout the calendar year.

Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.