Manager - Process, Innovation and Technology

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 a Manager within Process, Innovation and Technology (PIT), you will serve as a Business Product Owner and Subject Matter Expert (SME) for contact center technology supporting the Retail Customer Care organization. In this role, you will collaborate with business stakeholders to define requirements and develop technology-enabled solutions for operational challenges. You will be responsible for optimizing the use of contact center technology, driving innovation through emerging capabilities such as generative AI, and ensuring alignment between business objectives and application capabilities.

You will lead initiatives to enhance the contact center experience, including piloting AI-driven solutions to automate routine tasks and gain deeper insights into customer and agent interactions. Additionally, you will manage the intake, prioritization, and execution of changes to the technology environment, ensuring scalable and sustainable improvements.Key Responsibilities

• Serve as Business Product Owner for key contact center capabilities and applications.
• Act as Business SME accountable for the contact center technology roadmap and tier 2 incident management.
• Partner with business teams to define requirements and develop technology-enabled solutions for operational problems.
• Manage intake, prioritization, and execution of technology changes.
• Identify breakdowns in contact center technology and drive continuous improvement.
• Evaluate and pilot emerging capabilities, including generative AI, to enhance customer and agent experience.
• Define requirements for application releases and oversee technology upgrades.
• Collaborate across Operations, Strategy, Product, and Technology teams to align initiatives with business goals.
• Develop and present executive-level insights and recommendations.
• Foster a culture of innovation, inclusion, and continuous improvement.

• 5+ years in a contact center technology or business product owner role.
• Proven ability to define and deliver technology solutions aligned with business needs.
• Strong understanding of contact center operations and process optimization.
• Experience with generative AI or emerging technologies in customer service environments.
• Position may require up to 15% travel.

• Agile, Scrum or Lean Six Sigma certification.
• Experience with CCaaS platforms and cloud migration strategies.
• Experience in incident management and technology roadmap planning.
• Excellent communication and stakeholder management skills.
• Experience with prompt engineering.

• Bachelor's degree in Business, Computer Science, related field or equivalent work experience
• 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.