Sr. Manager Client Operations, Technology Support - PS DDAT

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 Senior Manager, Client Operations (Client Delivery) will serve as an intermediary between the IT organization, the client, and other internal functional areas, predominantly Sales, Account Management, Operations, and Implementations. This role will collaborate with all key players involved to drive efforts internally until a client's IT needs and requests are identified and addressed through internal systems/organizations. The candidate will use knowledge of how client(s) connect to various CVS applications to be able to conduct high-level discussions on the data flow through each of these applications and systems, as well as the relevant technical processes and procedures. By gaining knowledge of a client's custom IT work, this person will define and lead client software customization projects per client request and provide innovative and proactive solutions to clients' complex IT problems. Key Responsibilities:

• Serve as the PBM Application SME as it pertains to client support and their usage of CVS services (including core legacy applications and digital).
• Serve as an Estimation Solution Architect to drive the custom client application delivery estimation process.
• Ensure the best solution is selected and present the solution and estimate to senior leaders.
• Assess common and standard architectural solutions and propose program-level integration where appropriate.
• Make recommendations on build versus buy decisions.
• Deliver accurate and timely project estimations. Activities will include leading and facilitating multi-functional meetings, creating appropriate documentation, and obtaining estimation resource assignment for impacted applications.
• Engage impacted teams as appropriate, create/manage/update the BEG estimation template, ensure appropriate reviews, and deliver the estimate to the appropriate committee.
• Be accountable for the integrity of the estimate.
• Triage, handle, communicate, and resolve estimation issues.
• Communicate and influence at all levels of the organization.
• Manage initiatives and team members across various departments, such as the business and technology infrastructure.
• Define and document custom client software enhancements and IT solutions.
• Ensure internal quality assurance reviews, post implementation support, and risk mitigation plans are in place.
• Act as a lead for the production team and manage stakeholder communications, including client-facing communications and SLAs.
• Provide and maintain on-call support plans for the team.
• Partner with other enterprise teams like infrastructure, quality, change management, incident management, etc. for issue resolution.
• Facilitate meetings with both technical and business audiences, often across multiple functional departments.
• Prepare material and presentations for the client team in a way that adds value and is easily understood by others who may not have the same background or expertise.
• Apply continuous effort to improve processes and remove inefficiencies to help the IT Client Services team across all client support teams and areas.

• Bachelor's degree in Computer Science, Business Administration, Engineering or related discipline with information technology focus or equivalent work experience.
• 7+ years of professional business experience (IT, Project Management, Engineering, Business Analysis, Consulting, or similar experience) working in a complex matrixed environment spanning technical, leadership, and project management disciplines.

• 7+ years of PBM systems/applications experience.

• 7+ years of demonstrated experience with spreadsheets, databases, and presentation software, including a strong working knowledge of MS Word, Excel, Access, and PowerPoint.
• 5+ years of technical project management or project owner experience and demonstrated ability to manage multiple projects and tasks concurrently.
• 5+ years defining and documenting custom IT solutions.
• 5+ years working directly with clients in a customer service or IT related role.
• 3+ years of sharing technical and business guidance with other team members, IT groups, senior leaders, and business partners.
• 3+ years demonstrating increasing responsibility in roles within corporate or healthcare environments.
• Experience with client management, project/program management, SDLC, and/or customer interactions.
• Experience in building a network of connections across multiple functions/silos to assist with navigating internally to meet the client's needs.

• 5+ years of overall work experience with a focus on operational roles.
• Proven track record of effective communication; excellent written and verbal communication skills, particularly the ability to convey information in an accessible, concise, and clear manner.
• Customer-centric, creative, and strategic mindset; prior customer-facing experience is preferred.
• Project management experience is required.
• Highly collaborative and communicative, with experience working in fast-paced, multi-functional team environments.
• Ability to work independently and efficiently with minimal supervision, with proven analytical and critical thinking skills.
• High energy level; comfortable performing multi-faceted projects in conjunction with day-to-day activities.
• Approaches challenges with a sense of urgency, ability to work well under pressure, and take direction.

• 3+ years of experience in software development or solution estimations.
• Understanding of the internal CVS Health processes around testing, release, and change management.
• 2+ years of Business Analyst experience or similar work experience.
• Proven critical thinking skills, cause-effect understanding, and an analytical mindset.
• Demonstrated presentation skills and the ability to develop clear narratives out of complex ideas and circumstances for an executive audience.
• Highly organized and able to provide positive leadership across multiple cross-functional teams in a fast-paced, complex working environment while demonstrating a high level of independent judgment and proactivity.
• Demonstrated ability to define and document business processes and software customization obligations.

• Bachelor's degree preferred/specialized training/relevant professional qualification.

• 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.