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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
Job Purpose and Summary:
As a key member of the Digital, Data, Analytics and Technology (“DDAT”) team, this role will join a dynamic organization committed to the acceleration of business growth, enhancement of the customer experiences, and enablement of operational efficiencies by powering CVS Health to be a ‘digital first, technology forward and data driven’ company. With a commitment to a ‘Startup within a large company’ culture, DDAT is at the center of CVS Health transformation.
CVS Health is recruiting for an Executive Director, Client Operations. This role reports to the VP, Client and Member Experience and Operations and will support the Client Services and Operations team. The Business Operations lead will manage the day-to-day client operations and will provide strategic leadership and overall direction for digital and technology client operations for all clients in the Caremark book of business. This person is accountable for supporting all implementation services, including standard and custom configurations and client on boarding. They will lead client account management and operations, ensuring that cases are managed in a timely manner. They will ensure that all contractual obligations are understood and fulfilled, including but not limited to adherence to Performance Guarantees. They will monitor execution on priorities and serve as an escalation path to assist with removal of barriers. Finally, they will engage in highly escalated issues to ensure consistent, data-driven communications and sustainable resolution.
A successful candidate in this role will work in a cross functional team in a large matrix organization. This candidate will need to build relationships within the organization to understand needs and deliver results.
You will make an impact by:
Oversee all intake of new client implementations, working across the DDAT team to ensure resources are secured and all committed work is planned and executed appropriatelySet the strategy and establish the framework for client account management within the PS DDAT team, working closely with the business account management leadershipLead the case/issue management process, ensuring that all service levels and performance guarantees are not violatedLead the executive escalation process as it pertains to DDAT related issues impacting Caremark membersLead the planning and execution of new business implementation events, including but not limited to Welcome SeasonPartner across DDAT to ensure the successful planning and execution of Welcome Season, including but not limited to: playbook preparation and execution, capacity planning, logistics oversight, portfolio delivery, and issue managementCollaborate with PS DDAT Professional Services to ensure that the Voice of the Customer direct feedback is incorporated into ongoing operational process improvementsSupervise the Objectives and Key Results (OKR) which effectively indicate the effectiveness of the client operations processes; implement process improvements to close gaps in performanceRequirements
8-10 years of overall work experience with a concentration in an operational role(s)Strong track record of effective communication; Excellent written and verbal communication skills, particularly the ability to convey information in an accessible, concise, and clear mannerCustomer centric, creative and strategic; prior customer facing experience is preferredProject management experience requiredAbility to navigate complex, multi-stakeholder client environmentHighly collaborative and communicative collaborator with experience working in fast-paced, multi-functional team environmentsExperience managing change and in developing and maintaining excellent relations with executives, customers, operations, and staff at all levelsAbility to work independently and efficiently with minimal supervision, with proven analytical and critical thinking skillsHigh energy level; comfortable performing multi-faceted projects in conjunction with day-to-day activitiesApproaches challenges with a sense of urgency, ability to work well under pressure and take direction
Education:
Bachelor's Degree Required
Pay Range
The typical pay range for this role is:
$131,500.00 - $303,195.00
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.
For more detailed information on available benefits, please visit Benefits | CVS Health
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.