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.
Position Overview
The Manager of Digital Operations supports day-to-day operational execution for GPS and associated plug in capabilities. With a strong working knowledge of Medicaid, this role focuses on ticket execution, intake governance, incident communications, testing support, and experience observations, ensuring frontline operational needs are met efficiently and consistently.
This role is hands on, execution focused, and critical to maintaining stability and responsiveness across the platform.
Key Responsibilities
Ticket Execution & Intake Management
• Provide ticket support and break fix story support, working closely with Product and IT teams to ensure timely resolution.
• Act as gatekeeper for operational intake, including queues, service requests (SRs), and escalation routing, ensuring prioritization aligns to business impact and regulatory needs.
• Own ticket oversight and trend analysis across GPS and integrated applications, identifying systemic issues and driving root-cause remediation in partnership with Product and IT.
Incident Support & Communications
• Support IRT communications and IRT lead, ensuring accurate updates, documentation, and stakeholder awareness during incidents.
• Partner with Sr. Manager and broader teams to ensure follow through on incident remediation actions.
Testing Support
• Execute and support testing activities including UAT, regression, and system testing for releases and enhancements.
• Validate solutions against documented use cases, operational flows, and Medicaid specific needs.
Experience Analytics & Observations
• Conduct Quantum Metric reviews and provide observations on trends, defects, and experience friction.
• Escalate insights and opportunities to senior leaders and Product partners for action.
Required Qualifications
• 5+ years of demonstrated problem-solving skills
• 5+ years of experience working in application operations, production support, or digital platform support roles.
• 5+ years of organizational skills with the ability to manage intake, priorities, risks, and dependencies.
• 5+ years demonstrated strong verbal and written communication skills
• 5+ years of experience managing cross-functional work and competing priorities.
Preferred Qualifications
• Exposure to enterprise incident management models.
• Experience participating in Agile delivery teams.
• Operational experience with Medicaid.
• Familiarity with digital experience analytics tools (Quantum Metric or similar).
Education:
Bachelor’s degree or equivalent work experience
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$54,300.00 - $145,860.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Skills Required
- 5+ years of demonstrated problem-solving experience
- 5+ years of experience in application operations, production support, or digital platform support
- 5+ years of organizational experience managing intake, priorities, risks, and dependencies
- 5+ years of strong verbal and written communication skills
- 5+ years of experience managing cross-functional work and competing priorities
- Bachelor's degree or equivalent work experience
- Exposure to enterprise incident management models
- Experience participating in Agile delivery teams
- Operational experience with Medicaid
- Familiarity with digital experience analytics tools such as Quantum Metric
CVS Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CVS Health and has not been reviewed or approved by CVS Health.
-
Healthcare Strength — Health coverage includes medical, dental, and vision with HSA-eligible options, free preventive care, virtual care, and access to MinuteClinic services. Mental-health resources such as counseling support are emphasized, and coverage is often considered solid for full-time colleagues.
-
Retirement Support — A dollar-for-dollar 401(k) match up to 5% after one year and an Employee Stock Purchase Plan are consistently highlighted in Total Rewards materials. Feedback suggests retirement programs are a meaningful strength within the overall package.
-
Wellbeing & Lifestyle Benefits — Wellbeing offerings include up to 20 no-cost counseling sessions per issue, backup care, tuition assistance, and substantial in-store discounts, alongside broader wellness tools. These everyday perks expand value beyond base pay and can be especially meaningful for full-time schedules.
CVS Health Insights
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
