Senior Manager, Client Operations, Web Support
Job Description:
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.
Job Purpose And Summary
As a key member of the Digital, Data, Analytics and Technology (“DDAT”) team, this role will join a dynamic organization committed to the acceleration of business growth, enhancement of the customer experiences, and enablement of operational efficiencies by powering CVS Health to be a ‘digital first, technology forward and data driven’ company. The Senior Manager, Business Operations PS DDAT reports directly to the Executive Director, Business Operations role reports to the VP, Client and Member Experience and Operations and will support the Client Services and Operations team. The Business Operations lead will manage the day-to-day client operations and will provide strategic leadership and overall direction for digital and technology client operations for all clients in the Caremark book of business. This person is accountable for supporting all implementation services, including standard and custom configurations and client on boarding. They will lead client account management and operations, ensuring that cases are managed in a timely manner. They will ensure that all contractual obligations are understood and fulfilled, including but not limited to adherence to Performance Guarantees. They will monitor execution on priorities and serve as an escalation path to assist with removal of barriers. Finally, they will engage in highly escalated issues to ensure consistent, data-driven communications and sustainable resolution.
A successful candidate in this role will work in a cross functional team in a large matrix organization. This candidate will need to quickly build relationships with key stakeholders to identify. This candidate will need to build relationships within the organization to understand needs and deliver results.
Primary Job Duties & Responsibilities
- Lead and manage the web support team, ensuring efficient handling of web error forms and IT tickets.
- Oversee the escalation process, ensuring timely and effective resolution of escalated issues.
- Monitor and analyze trends in web errors and IT tickets to identify areas for improvement.
- Develop and implement strategies to streamline web support processes and reduce backlog.
- Collaborate with cross-functional teams to ensure seamless communication and coordination.
- Provide regular reports on web support and escalation activities to senior management.
- Ensure compliance with company policies and procedures.
- Collaborate with various departments and external clients to triage and resolve escalated issue for members and/or clients.
- Facilitate timelines, RCA, Alerts, Updates and Final communications for Escalations through to completion of system fix or enhancement.
Education
- Bachelor's degree in Information Technology, Business Administration, or a related field.
Essential Qualifications, Essential Functions & Preferred Qualifications
- Bachelor's degree in Information Technology, Business Administration, or a related field.
- Minimum of 5 years of experience in web support, IT support, or a related field.
- Proven experience in managing and leading a team.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and handle multiple priorities.
- 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
Pay Range
The Typical Pay Range For This Role Is
$75,400.00 - $165,954.00
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 People
We 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.
For more information, visit https://jobs.cvshealth.com/us/en/benefits
We anticipate the application window for this opening will close on: 03/25/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
