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Senior Manager, Service Operations

https://www.cvshealth.com/ Logo

CVS Health

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Location:
United States , East Lansing

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

75400.00 - 182549.00 USD / Year
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Job Description:

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Job Responsibility:

  • Lead a team of approximately 15-20 staff members, consisting of multiple job functions with a focus on Eligibility related responsibilities
  • Collaborate across multiple Eligibility teams to ensure operational and department performance requirements are met, to include cross training of staff within and across teams
  • Inventory and production management
  • workload management and distributions
  • Developing and executing training plans
  • implementing strategic and tactical plans
  • Training, coaching, and mentoring direct reports and junior leaders
  • Assessing performance against standards and KPIs
  • providing performance feedback
  • Participating on or leading Enterprise level initiatives and working groups
  • Sales, Marketing and Client Services collaboration
  • Cross departmental collaboration and support
  • Partner across business functions to proactively resolve issues
  • Team and department level performance optimization
  • Understands intent/end state and operates with minimal guidance to meet that intent/end state
  • A team player capable of operating independently when needed
  • Provides accurate and timely results
  • Doesn’t assume, knows
  • anticipates the next question
  • Understands the concept of touch points
  • Delegates and follows up as needed
  • Ensures the staff knows the standards, trains to the standards, enforces the standards
  • Resilient - able to withstand or recover quickly from difficult situations

Requirements:

  • Minimum 3+ years leadership experience
  • Ability to prioritize multiple tasks with strict deadlines
  • Experience with conflict resolution
  • 3+ years experience with Eligibility operations
  • Working knowledge of COBRA operations
  • Familiar with the DG claims/benefit system
  • Working knowledge of Salesforce
  • Bachelor’s or equivalent experience

Nice to have:

  • 3+ years experience with Eligibility operations
  • Working knowledge of COBRA operations
  • Familiar with the DG claims/benefit system
  • Working knowledge of Salesforce
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:
March 03, 2026

Expiration:
March 15, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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