CVS Health is seeking a Senior Manager of Process Innovation and Technology to drive the exploration and implementation of process improvements and technology initiatives that deliver a best-in-class customer experience while optimizing operational efficiency. You will develop data-driven solutions supporting multiple business owners across CVS Health's portfolio and provide strategic oversight for technology enhancements.
What You'll Do
- Explore, develop, and implement Contact Center Process Innovation and Technology strategies across Retail Customer Care.
- Oversee and balance resource allocation across product owners to ensure optimal productivity and alignment with strategic goals.
- Serve as the team subject matter expert on assigned projects, identifying and communicating key tasks for success.
- Provide thought leadership in identifying continuous improvement opportunities, operational efficiencies, and cost reduction initiatives.
- Collaborate with executive-level leaders across Operations, Client Success, Strategy, Product, and Technology to improve customer and colleague experiences.
- Drive the exploration and implementation of AI initiatives—including Machine Learning, Prompt Engineering, and CVS Health LLMs—to empower customer service agents.
- Oversee the development, execution, and performance monitoring of outreach programs managed through dialer systems.
- Oversee adherence to Scrum methodologies across multiple CRM desktop application teams.
- Evaluate and recommend new technologies that enhance operational efficiency.
- Build productive relationships with technology partners and hold them accountable.
- Develop and analyze ROI for technology and process improvement initiatives.
- Maintain ownership of executive-level presentation development and data storytelling.
- Create a culture centered on inclusion, well-being, and continuous improvement.
- Foster an environment where colleagues see the connection between their work and customer experience.
- Lead, evaluate, and improve team performance and reputation.
What We're Looking For
- 5+ years in a Business Intelligence or Process Innovation role.
- 5+ years leading cross-functional teams.
- 3+ years demonstrated experience with contact center technologies such as Five9 and IEX.
- Approximately 10% travel.
- Bachelor's degree in Business, Computer Science, a related field, or equivalent work experience.
Nice to Have
- Agile Scrum or Lean Six Sigma certification.
- Strong organizational skills with demonstrated ability to manage multiple priorities.
- Excellent communication skills with ability to present complex information to executive audiences.
- Experience with CCaaS platforms and cloud migration strategies.
- Demonstrated knowledge of Machine Learning models.
- Change Readiness expertise.
- Master's degree.
Technical Stack
- Five9
- IEX
- CCaaS platforms
- Machine Learning models
- Scrum methodologies
Team & Environment
You will serve as the voice and project manager for the Operations Support team, partnering across functions.
Benefits & Compensation
- Compensation range: $75,400.00 - $165,954.00 + equity award target.
- Affordable medical plan options.
- 401(k) plan including matching company contributions.
- Employee stock purchase plan.
- No-cost programs for all colleagues including wellness screenings, tobacco cessation, weight management, confidential counseling, and financial coaching.
- Paid time off.
- Flexible work schedules.
- Family leave.
- Dependent care resources.
- Colleague assistance programs.
- Tuition assistance.
- Retiree medical access.
CVS Health is committed to fostering a workplace where every colleague feels valued and that they belong. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all applicable laws.
