AVP, Customer Care

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.Position Summary:As Associate Vice President, you will own all P&L responsibilities, and you will be responsible for overseeing CVSH Contact Center Operations at the highest level, directing and driving strategic roadmaps across People, Process & Technology scope to deliver innovative improvements in customer satisfaction, employee development and retention, customer program delivery, and operational productivity for work teams. You will have the responsibility of upwards of 2,000 colleagues; covering Strategy, Contact Center, Workforce Management, and Knowledge and Quality.The Associate Vice President of Contact Center Operations will interface with the most senior levels of the organization as well as external clients and requires strong communication skills coupled with superior management of large, dispersed teams. As the senior leader, you will be responsible for ensuring consumer centricity is at the heart of our work. You will support program initiatives through collaborative partnerships with Centers of Excellence (COEs) such as HR, Finance, IT, and Quality.This role requires passionate and compassionate leadership that is inspirational and dynamic, with the ability to nurture greatness in others and propel innovation. You will be accountable for leadership development, developing and mentoring your colleagues to ensure the success of current and future organizational priorities. You will lead the definition and management of team culture, engagement, performance, and reputation across internal and external stakeholders. Creating a culture centered on inclusion and well-being will be a key responsibility in this role. Caring for our colleagues is a top priority, which translates to caring for our customers. Responsibilities:

• Responsible for overseeing all P&L deliverables and leading the execution of operational plans for customer support across the Contact Center
• Responsible for developing and implementing strategies that will enhance the efficiency and effectiveness of Contact Center Operations
• Responsible for bringing thought leadership in overseeing continuous improvement opportunities, operational efficiencies, technology enhancements, and cost reduction initiatives
• Responsible for overseeing staffing operations and employee development & retention initiatives, including employee selection, onboarding, and training
• Responsible for ensuring quality relationships with other departments such as WFM, Quality, Safety, IT, HR, Finance, and across programs related to Contact Center
• Responsible for overseeing Contact Center operations, establishing Contact Center-specific best practices, and ensuring alignment with industry-established best practices
• Responsible for ensuring that compliance, regulatory & legal requirements are being followed by the Contact Center teams
• Responsible for creating an environment of inclusion, a culture of caring, open communication, and ensuring the wellbeing of the teams you oversee
• Responsible for ensuring operational excellence in all facets of running a large organization with multiple cross functional partners in a matrixed environment
• Responsible for leadership development, succession planning, and driving engagement programs for the teams you oversee. Ensure development and mentorship of next generation of leadership talent
• Responsible for providing accessible leadership that encourages innovation, ownership, and professionalism in alignment with CVSH's values and vision

• 15+ years of experience in customer service operations
• 7+ years of demonstrated leadership experience in managing Contact Center operations, or similar type organization, on a large scale in a highly competitive multi-unit environment. 10+ years preferred
• Ability to effectively communicate and influence at all levels of the organization. Ability to collaborate effectively across different business functions, different perspectives, and distinctive styles of leadership
• Experience managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies across Care Operations
• Communication and leadership skills in leading and motivating a growing and changing service operation
• Experience building high-performing teams is required and the ideal leader must have a proven track record of building a robust talent pipeline and a ready-now succession slate.
• Address areas of opportunity head to ensure we are creating an optimal colleague, customer and patient experience
• Demonstrate grit, perseverance and resilience in a fast-paced environment and leading their team to do the same.
• Ability to pivot quickly and come up with innovative solutions when faced with challenges that inspired and engages the team along the journey.

• Healthcare, Medicare & Pharmacy experience is preferred

• Bachelor's Degree required
• Master's Degree preferred

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.