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 SummaryThe Lead Director is responsible for setting objectives and delivering a comprehensive operational strategy for the Government Services Engagement Hub that helps accelerate care management success across DSNP, Medicare and Medicaid. The Lead Director has oversight and accountability for the operations of a multi-faceted team, with responsibility for executing on various programs and initiatives daily. By partnering closely with each line of business, the Lead Director ensures proactive and robust program delivery, while meeting key performance indicators that vary across programs. Contact center experience, a focus on continuous improvement, and strong communication, across multiple layers of the team, are all critical to success.
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Required Qualifications
- 10+ years' experience in program management, preferably managing teams delivering high volume and metric driven work with financial, project, and strategy responsibility
- 5+ years of experience in customer service, preferably in a health care environment
- 5+ years of proven leadership experience, preferably across multiple lines of business and programs
- 3+ years setting strategic operational direction and influencing change that results in quantifiable positive outcomes
- Proven experience developing and managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to a call/contact center
- Experience in leadership within a call/contact center, with demonstrated understanding of forecasting tools, call center metrics, phone technologies, digital opportunities, and operational reporting
- Relevant experience related to successful delivery of call/contact center transformation and operations
- Experience, developing and operationalizing a strategic vision across cross-functional teams
- Proven strong leadership skills managing large high-performing teams
- Ability to evaluate and interpret data for a dual purpose: 1) to ensure programs are on target to deliver key performance indicators for each line of business through both colleague and team level metrics and 2) to support implementation of new programs and processes to meet business demands
- Ability to be agile to changing business dynamics and customer requests
- Ability to communicate in a highly effective manner with internal and external constituents in both a written and oral format
- Experience with project and program management
- The minimum education requirement is a bachelor's degree
- Master's degree or equivalent experience preferred
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.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
- 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.