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
The Specialty Digital Omnichannel team is dedicated to delivering ongoing value in Specialty through seamlessly integrating technology and innovation to best support our patients. As part of this mission, we are in search of a passionate, self-driven, competent individual who is excited to deliver on new and innovative digital capabilities.The Senior Manager of Chat Product and Strategy, will own the chat roadmap and the team across multiple workstreams to enhance and maintain the product. This includes strategy development, program oversight, value tracking, and IT delivery. This role is critical in ensuring this the chat platform evolves to drive user engagement while aligning with broader business objectives.This role is responsible for working closely with many cross functional stakeholders such as Business General Managers, Design leads, Engineering leads, and Data/Analytics leads and will share accountability with their Engineering counterparts for the delivery of outcomes.Key Responsibilities:
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- Drive the long-term vision and roadmap for the chat product, aligning strategic initiatives with business goals and user needs.
- Lead a high-performing team to deliver product enhancements and resolve issues, ensuring quality execution through agile practices.
- Foster a strong team culture by coaching, mentoring, and enforcing product management best practices across direct and partner teams.
- Align product delivery with business outcomes by collaborating with cross-functional teams and communicating progress to senior stakeholders.
- Monitor product health and performance metrics to inform strategic decisions and ensure visibility into key outcomes.
- Lead the development and communication of the product roadmap, ensuring alignment with business goals and customer needs.
- Drive feature-level planning and maintain consistency across the end-to-end user experience.
- Define and articulate the long-term strategy, collaborating with cross-functional leadership to review and refine strategic direction.
- Translate strategic objectives into actionable plans, prioritizing initiatives based on impact and feasibility.
- Manage a high-performing team responsible for maintaining feature roadmaps, gathering requirements, and delivering enhancements and defect resolutions.
- Oversee the successful launch of new features and improvements, ensuring timely delivery and quality standards.
- Collaborate with engineering, design, and QA teams to ensure seamless execution and alignment with product goals.
- Monitor key performance indicators (KPIs) and user feedback to inform continuous improvement.
- Facilitate agile ceremonies and ensure effective sprint planning, backlog grooming, and cross-team coordination
- Sets a positive culture by growing, coaching, and setting expectations on ways of working for team members through providing actionable feedback and modeling leading practices
- Enforces product management standards in direct reports, and partner teams.
- Lead communication of the digital roadmap and portfolio progress to senior executives and key stakeholders, ensuring transparency on insights, risks, and dependencies.
- Collaborate with cross-functional teams-including engineering, design, and operations-using agile practices to align product delivery with business strategies.
- Partner with general managers to integrate business outcomes into product planning and ensure stakeholder perspectives are reflected in team execution.
- Define and communicate initiative goals, success metrics, and measurement plans that align with business outcomes.
- Oversee performance tracking and product health analysis, using data to identify issues, generate insights, and inform roadmap decisions.
- Ensure executive visibility into key metrics (OKRs, ETMMs, Brilliant Basics) and contribute to reporting and stakeholder updates.
- 8+ years of total business experience
- 8+ years of experience leading cross-functional teams and initiatives with a high degree of complexity
- 8+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions
- 8+ years influencing with and without authority
- 8+ years leveraging data to support strategic plans and return on investment
- 8+ years' experience working with a team to prioritize work based on skills, needs, timelines, etc.
- 8+ years' experience engaging and inspiring a team to reach optimal business outcomes together
- 8+ years in an innovation or product development role.
- 8+ years of mentoring, coaching, and leadership experience.
- 8+ years of experience effectively interact with a diverse workforce and cross functional groups.
- 8+ years of experience prioritizing competing objectives, meeting deadlines, and effectively communicating updates.
- Advanced skills in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook, etc.)
- Detail-oriented and highly organized, with the ability to manage multiple priorities under tight deadlines
- Excellent communicator with proven ability to engage cross-functional teams and stakeholders
- Adept at synthesizing complex data into clear, actionable insights and delivering impactful presentations to diverse audiences
- Proven track record of high performance
- Any additional tasks as required by the supervisor or leader
- Regular and reliable attendance
- Travel- up to 25% of the time based on the needs of the business
- Bachelors' degree, or equivalent experience
- 3+ years' experience with Specialty pharmacy operations and/or chat.
- 3+ years healthcare industry work experience
- 10+ years of total business experience
- 10+ years of experience leading cross-functional teams and initiatives with a high degree of complexity
- 10+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions
- 10+ years influencing with and without authority
- 10+ years leveraging data to support strategic plans and return on investment
- 10+ years' experience working with a team to prioritize work based on skills, needs, timelines, etc.
- 10+ years' experience engaging and inspiring a team to reach optimal business outcomes together
- 10+ years in an innovation or product development role.
- 10+ years of mentoring, coaching, and leadership experience.
- 10+ years of experience effectively interact with a diverse workforce and cross functional groups.
- 10+ years of experience prioritizing competing objectives, meeting deadlines, and effectively communicating updates.
- Experience with CVS Specialty Pharmacy's SPRx system.
- Demonstrated relationship management skills at the senior level, with capacity to build and maintain credible relationships at varying levels of the organization.
- Demonstrated superior business process/project management.
- Experience with enterprise-wide and/or cross-functional large-scale initiatives with high degree of complexity.
- Master's degree
- Pharmacy D
Bachelors' degree, or equivalent experiencePay Range
The typical pay range for this role is:$82,940.00 - $182,549.00
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.