Senior 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 the Senior Manager of Process Innovation and Technology (PIT), you will drive the exploration and implementation of cutting-edge process improvements and technology initiatives that deliver a best-in-class customer experience while optimizing operational efficiency. You will lead the development of data-driven solutions that support multiple business owners across CVS Health's portfolio. You will serve as the voice and project manager for the Operations Support team, implementing organizational tools such as Agile/Lean Six Sigma methodologies while effectively communicating insights through executive-level presentations. You will provide strategic oversight for technology enhancements and continuous improvement functions that ensure regulatory compliance while incorporating workforce management best practices. Working with geographically distributed teams, you will partner across functions to drive strategic initiatives that advance our contact center capabilities to cloud-based platforms and enable advanced AI solutions for our customer service colleagues.Key Responsibilities Include:

• Explore, develop, and implement the Contact Center Process Innovation and Technology strategies across Retail Customer Care
• Oversee and balance resource allocation across product owners to ensure optimal productivity and alignment with strategic goals.
• Serve as the team SME on assigned projects , identifying and communicating key tasks required for project success; when unable to fulfill the SME role directly, ensure a team member is fully enabled to represent the team and drive progress forward.
• Provide thought leadership in identifying continuous improvement opportunities, operational efficiencies, and cost reduction initiatives
• Collaborate with executive-level Operations, Client Success, Strategy, Product, & Technology leaders to drive improvements in the customer and colleague experience
• Drive the exploration and implementation of AI initiatives-including Machine Learning, Prompt Engineering, and CVS Health LLMs-to enable advanced capabilities that empower customer service agents to deliver best-in-class support.
• Oversee the development, execution, and performance monitoring of outreach programs managed through the dialer system to ensure effective engagement and operational efficiency.
• Oversee adherence to Scrum methodologies across multiple CRM desktop application teams, ensuring consistent agile practices and delivery standards.
• Evaluate and recommend new technologies that enhance operational efficiency
• Build productive relationships with technology partners and hold them accountable to established expectations
• Develop and analyze ROI for technology and process improvement initiatives
• Maintain ownership of executive-level presentation development and data storytelling
• Create a culture centered on inclusion, well-being, and continuous improvement
• Foster an environment where colleagues see the connection between their work and customer experience
• Lead, evaluate, and improve team performance and reputation

• 5+ years in a Business Intelligence or Process Innovation role
• 5+ years leading cross-functional teams
• 3+ years demonstrated experience with contact center technologies such as Five9, IEX, etc.
• Approximately 10% travel

• Agile Scrum or Lean Six Sigma certification
• Strong organizational skills with demonstrated ability to manage multiple priorities
• Excellent communication skills with ability to present complex information to executive audiences
• Experience with CCaaS platforms and cloud migration strategies
• Demonstrated knowledge of Machine Learning models
• Change Readiness expertise

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