Senior Manager, Program Escalations & Defect Management, CVS Health

CVS Health

Location:
United States

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

75400.00 - 182549.00 USD / Year

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Job Description:

As a Senior Manager, Program Escalations & Defect Management for CVS Health, you will be a collaborative and results-oriented leader who will partner across the organization to triage and resolve the Payor solutions portfolio's complex technological and operational challenges. You'll need to be a strategic individual who can navigate complex technological and operational challenges with agility and precision in a fast-paced and dynamic corporate environment.

Job Responsibility:

Partner across the organization to triage and resolve the Payor solutions portfolio's complex technological and operational challenges
Lead cross-functional coordination efforts for issue intake, prioritization, and resolution
Provide strategic leadership and direction to a team of managers
Production defects intake and triage
Designing and implementing a scalable, end-to-end defect management process
Developing a thorough prioritization framework for production defects
Development of SLAs for defect intake, triage, and resolution
Act as the point person for Payor Solutions to advocate for resolution when defects are identified
Partner with and advocate to Product team leads for additional support or processes
Partner with Product team leads to obtain deep subject matter knowledge on all products in the portfolio

Requirements:

7+ years of experience in Program or Product Management within the Healthcare field
4+ years of experience leading a team, either directly or indirectly
1 year of experience working with a geographically diverse team of primarily Work-from-Home colleagues
Bachelors degree required

Nice to have:

Experience working with varying levels of stakeholders, including senior leadership, department leadership, and technical partners
Experience with product management and/or technical product management
Experience with payor agnostic products, payers, and operations with the ability to solve complex problems through people in other functional organizations
Extensive experience leading cross-functional initiatives and driving innovation
Experience facilitating buy-in and engagement across diverse stakeholder groups
Ability to anticipate risks and mitigate effectively
Ability to develop and execute strategic and tactical business plans
Ability to exercise sound business judgment to achieve proper balance between objectives and stakeholder engagement
Excellent interpersonal communication skills, including active listening, self-management and awareness, emotional intelligence, and ability to flex interpersonal style
Demonstrated success in the areas of collaboration, team work, and execution across multiple departments to deliver results
Strong decision-making, analytical and organizational skills
Masters degree preferred

What we offer:

Affordable medical plan options
401(k) plan with matching company contributions
Employee stock purchase plan
No-cost 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 24, 2025

Expiration:
November 01, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Senior Manager, Program Escalations & Defect Management