Customer Care Continuous Improvement Manager
CVS Pharmacy - Scottsdale, AZ
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Job DescriptionPosition Summary:As the Manager, you will be part of our Prescription Benefit Management (PBM) Customer Care Continuous Improvement team. This team is focused on transforming service experience for members and improving operational efficiency. You will have the opportunity to ideate and drive new strategic and operational initiatives, which will have a profound impact on the future direction of the this role, you will lead business case development, manage the program financials, and drive value tracking for various process improvement and technology transformation initiatives. You will actively partner with stakeholders across all levels to deliver on committed goals and apprise senior leadership on progress, decisions, and risks.Primary Duties and Responsibilities: Coordinate with business owners and stakeholders to develop business case for various continuous improvement initiatives Source, analyze and synthesize data to generate fact base to drive business decisions Collaborate with initiative owners to define KPIs, measurement strategy and value tracking process to report on initiative performance Validate performance, measure business results, probe findings and synthesize outcomes to report on initiative value Partner with finance and initiative owners on investment planning and budgeting Create content and deliver executive presentations to stakeholders and senior leadership to influence decisions, articulate financial risks and share success storiesPay RangeThe typical pay range for this role is:Minimum: 60300Maximum: 126600Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications 4+ years of professional business experience required, including 2+ years in data analytics Experience in business case development and financial modeling Proven success in creating and delivering executive presentationsCOVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred Qualifications Experience in consulting or process improvement Experience in contact center industry Ability to manage multiple projects under aggressive timelines with attention to details Master's degree in a quantitative field or MBA with a quantitative focus preferredEducation Bachelor's Degree in quantitative field or equivalent work experienceBusiness OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
Created: 2024-09-07