Senior Manager, Process Innovation and Technology, CVS Health

CVS Health

Location:
United States, Work At Home, Arizona

Category:
Customer Service

Contract Type:
Not provided

Salary:

75400.00 - 165954.00 USD / Year

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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 Responsibility:

Explore, develop, and implement the Contact Center Process Innovation and Technology strategies across Retail Customer Care
Oversee and balance resource allocation across product owners to ensure optimal productivity and alignment with strategic goals
Serve as the team SME on assigned projects, identifying and communicating key tasks required for project success
Provide thought leadership in identifying continuous improvement opportunities, operational efficiencies, and cost reduction initiatives
Collaborate with executive-level Operations, Client Success, Strategy, Product, & Technology leaders to drive improvements in the customer and colleague experience
Drive the exploration and implementation of AI initiatives—including Machine Learning, Prompt Engineering, and CVS Health LLMs—to enable advanced capabilities that empower customer service agents to deliver best-in-class support
Oversee the development, execution, and performance monitoring of outreach programs managed through the dialer system to ensure effective engagement and operational efficiency
Oversee adherence to Scrum methodologies across multiple CRM desktop application teams, ensuring consistent agile practices and delivery standards
Evaluate and recommend new technologies that enhance operational efficiency
Build productive relationships with technology partners and hold them accountable to established expectations
Develop and analyze ROI for technology and process improvement initiatives
Maintain ownership of executive-level presentation development and data storytelling
Create a culture centered on inclusion, well-being, and continuous improvement
Foster an environment where colleagues see the connection between their work and customer experience
Lead, evaluate, and improve team performance and reputation

Requirements:

5+ years in a Business Intelligence or Process Innovation role
5+ years leading cross-functional teams
3+ years demonstrated experience with contact center technologies such as Five9, IEX, etc.
Approximately 10% travel

Nice to have:

Agile Scrum or Lean Six Sigma certification
Strong organizational skills with demonstrated ability to manage multiple priorities
Excellent communication skills with ability to present complex information to executive audiences
Experience with CCaaS platforms and cloud migration strategies
Demonstrated knowledge of Machine Learning models
Change Readiness expertise

What we offer:

Affordable medical plan options
401(k) plan (including matching company contributions)
Employee stock purchase plan
No-cost programs for all colleagues including 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:
August 14, 2025

Expiration:
August 23, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Senior Manager, Process Innovation and Technology