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. The VP, Client and Member Experience and Operations reports directly to the SVP, Chief Digital and Technology Officer in support of DDAT Pharmacy Services and is a critical member of the executive leadership team of the company. With a commitment to a 'Startup within a large company' culture, DDAT is at the center of CVS Health transformation.

The Lead Director, Business Operations 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 issue management across all clients in the Caremark book of business. This person is accountable for supporting the teams in Welcome Season and throughout the calendar year in identifying and managing IT incidents. Specifically, this leader will ensure that CVS is tracking all incidents and ensuring timely resolution and reporting out metrics. 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 quickly build relationships with key stakeholders to identify. This candidate will need to build relationships within the organization to understand needs and deliver results.

Primary Job Duties & Responsibilities:

• Drive the creation of an issue management framework in cooperation with PS DDAT, TSS, and the Caremark Account Management team
• Manage the issue management process ensuring high adherence to contractual Service Level Agreements and Performance Guarantees
• Manage the executive escalation process as it pertains to DDAT related issues impacting Caremark members
• Lead the planning and execution of new business implementation events, including but not limited to Welcome Season
• Partner 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 management
• Create and communicate Objectives and Key Results (OKR) which effectively indicate the effectiveness of the client operations processes; implement process improvements to close gaps in performance

Essential Qualifications, Essential Functions & Preferred Qualifications:

• 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 manner
• Customer centric, creative and strategic; prior customer facing experience is preferred
• Project management experience required
• Ability to navigate complex, multi-stakeholder client environment
• Highly collaborative and communicative collaborator with experience working in fast-paced, multi-functional team environments
• Experience managing change and in developing and maintaining excellent relations with executives, customers, operations, and staff at all levels
• Ability to work independently and efficiently with minimal supervision, with proven analytical and critical thinking skills
• High energy level; comfortable performing multi-faceted projects in conjunction with day-to-day activities
• Approaches challenges with a sense of urgency, ability to work well under pressure and take direction

Education:

Bachelor degree in Computer Science or a closely-related discipline, or an equivalent combination of formal education and experience (Master's degree preferred)

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

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

We anticipate the application window for this opening will close on: 10/31/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.