Manager - Process, Innovation and Technology, CVS Health

CVS Health

Location:
United States, Work at Home

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

54300.00 - 145860.00 USD / Year

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Job Description:

As a Manager within Process, Innovation and Technology (PIT), you will serve as a Business Product Owner and Subject Matter Expert (SME) for contact center technology supporting the Retail Customer Care organization. In this role, you will collaborate with business stakeholders to define requirements and develop technology-enabled solutions for operational challenges. You will be responsible for optimizing the use of contact center technology, driving innovation through emerging capabilities such as generative AI, and ensuring alignment between business objectives and application capabilities.

Job Responsibility:

Serve as Business Product Owner for key contact center capabilities and applications
Act as Business SME accountable for the contact center technology roadmap and tier 2 incident management
Partner with business teams to define requirements and develop technology-enabled solutions for operational problems
Manage intake, prioritization, and execution of technology changes
Identify breakdowns in contact center technology and drive continuous improvement
Evaluate and pilot emerging capabilities, including generative AI, to enhance customer and agent experience
Define requirements for application releases and oversee technology upgrades
Collaborate across Operations, Strategy, Product, and Technology teams to align initiatives with business goals
Develop and present executive-level insights and recommendations
Foster a culture of innovation, inclusion, and continuous improvement

Requirements:

5+ years in a contact center technology or business product owner role
Proven ability to define and deliver technology solutions aligned with business needs
Strong understanding of contact center operations and process optimization
Experience with generative AI or emerging technologies in customer service environments
Position may require up to 15% travel
Bachelor's degree in Business, Computer Science, related field or equivalent work experience

Nice to have:

Agile, Scrum or Lean Six Sigma certification
Experience with CCaaS platforms and cloud migration strategies
Experience in incident management and technology roadmap planning
Excellent communication and stakeholder management skills
Experience with prompt engineering
Master's degree preferred

What we offer:

Affordable medical plan options
401(k) plan with matching company contributions
Employee stock purchase plan
Wellness screenings
Tobacco cessation and weight management programs
Confidential counseling and financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access

Additional Information:

Job Posted:
October 02, 2025

Expiration:
October 04, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Manager - Process, Innovation and Technology