Sr Mgr,IT Account Mgt (IC)

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 Senior Manager of Client Operations within the Pharmacy Services (PS) Digital, Data, Analytics & Technology (DDAT) organization, you will lead a high-performing team that bridges client needs with enterprise technology solutions. This role is pivotal in ensuring operational excellence across all Lines of Business-Commercial, Medicare, Medicaid, and affiliated clients-by acting as a strategic liaison between Technology, Account Management, and Product teams. You will serve as the voice of the client, championing their needs internally while driving innovation, issue resolution, and service delivery. Your leadership will directly impact member satisfaction, client retention, and the successful execution of complex digital initiatives. You will have the opportunity to use your management, organizational skills, and logic to lead various efforts for the client team, which will have a profound impact on the company.

• Manage and extend the IT client relationship by acting as a single liaison and advocate between IT and the Account Management Team.
• Provide ongoing IT support and analysis to both the client and business by demonstrating a thorough knowledge of clients' architecture and custom IT work.
• Communicate scheduled and unscheduled application outages to assigned client(s).
• Facilitate meetings with both technical and business audiences, often across multiple functional departments.
• Prepare materials 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.
• Contribute to various levels of client reporting and presentations.
• Manage highly escalated member and client issues to ensure consistent, data-driven communications and sustainable resolutions.

• Lead client support and triaging efforts for both production and lower-level environments.
• Act as a lead for the production support team and manage stakeholder communications, including client-facing communications and SLAs.
• Drive ticket escalations to address concerns in a timely manner through the appropriate channels. Partner with other enterprise teams like infrastructure, engineering, quality, change management, incident management, etc. for issue resolution.
• Oversee annual Welcome Season activities on 1/1 and monthly Go-Lives by attending business and IT calls, speaking on behalf of the IT organization, and making sure all tickets are resolved in the applicable SLAs. Provide and maintain on-call support plans for the team.
• Promote internal CVS Health procedures around testing, release, and change management.
• Other duties as requested

• Manage initiatives and team members that span across all technology teams and require communication and influence at all levels of the organization.
• Track, manage, and validate that project and action commitments are being met across all business units, as well as the internal and client teams.
• Evaluate technology impacts on a global landscape to identify gaps and manage associated risks.
• Engage with the service warranty and CAP (corrective action plan) process when impact requires a technology solution.
• Provide client IT Account Management and contractual guidance, including to en sure that client Service Level Agreements (SLAs), PGs, and IT commitments are understood and met.

• Partner with Account and Product teams on new offerings and how best to position them with the CVS and client teams.
• Serve and education others as a CVS application SME for core applications to help continually improve processes and remove inefficiencies across all client support teams and areas.
• Engage all key players involved to drive efforts internally until the client's IT needs and requests are identified and addressed through internal systems/organizations, including managing IT critical issues to their resolution.
• Develop a detailed understanding of the data flow through various CVS applications and systems, as well as a knowledge of all client tools and how they are used.

• Bachelor's degree in Computer Science, Business Administration, Engineering or related discipline with an information technology focus or equivalent work experience required.
• 7+ years of professional experience, demonstrating increasing leadership responsibility with roles in IT, Production Support, Account Management, Engineering, Consulting, or similar experience
• 6+ years of PBM systems or health care organization work experience
• 6+ years working in a client-facing leadership role, supporting custom interactions and client management.
• 5+ years of experience building a network of connections across multiple functions/silos in a complex matrixed environment for navigating internally to meet the client's needs
• 5+ years defining and documenting custom IT solutions.
• 5+ years of project/portfolio management or SDLC, preferably in IT
• 4+ years of digital technology project management experience
• 4+ years leading multiple cross-functional teams in a fast-paced, complex working environment while demonstrating a high level of independent judgment and proactivity
• 4+ years of demonstrated success in driving change in a large, cross-functional organization
• Willingness and ability to travel up to 30% for client support, as well as to provide occasional after-hours support for client implementations validation and incident management as needed

• Substantial background in client operations, technology consulting, and IT application engineering or infrastructure processes
• Excellent communication, negotiation, and presentation skills
• Strong customer service orientation and systems thinking
• Recognized ability to lead in a matrixed, fast-paced environment
• Proven critical thinking skills leveraging data-driven decision making and quantitative analysis
• Experience with contract and service-level agreement (SLA) management
• Deep understanding of risk and issue management frameworks
• Familiarity with tools such as ServiceNow, Salesforce, and Tableau
• Thrives in a dynamic, high-pressure environment where teamwork and personal drive are essential to success
• Strong desire to build a network of relationships with clients and key stakeholders
• Comfortable presenting to large groups of attendees, including developing and presenting slides or other information to accomplish goals
• Influential on cross-functional teams within a large, matrix organization
• A resourceful individual with a drive to ensure that CVS Health maintains its position as a leader in the healthcare marketplace
• A critical and logical thinker with the ability to analyze problems and define solutions
• Interest to deeply understand and comply with internal and external rules, policies, and regulations
• Flexible and responsive to unexpected requests and the ability to adhere to both known and unexpected deadlines with quick turnaround
• Comfortable managing multiple tasks simultaneously and with the flexibility to adjust priorities to meet deadlines with initiative and a sense of urgency
• Exhibits decisiveness and good judgment, even in ambiguous circumstances

• Education
• Associate's degree required
• Bachelor'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.