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.
PS DDAT Senior Manager – Client Operations Manager
Position Summary
The Senior Manager of Client Operations is responsible for providing leadership and technology support for the Business Operations Team within the Pharmacy Services Segment of DDAT. This resource supports all Lines of Business (Commercial, Medicare, Medicaid, and affiliated clients). This person will act as an advocate between Technology and Account Management Teams, who will be accountable for providing superior service to members, developing and maintain positive relationships with client resources, managing critical technology issues and understanding custom client IT work. Specifically, this leader will ensure that the client and the PBM enterprise goals are aligned, and that planning and execution to achieve those goals are thorough; with associated status’s being communicated effectively. This role will partner with the Account Management organization, the Member Operations organization, all internal Technology systems/organizations and key operational leaders to provide superior client support. They will ensure that client Service Level Agreements (SLAs), PGs, and IT commitments are understood and met. Finally, they will engage in highly escalated member and client issues to ensure consistent, data-driven communications and sustainable resolution.
You will work in a dynamic, high pressure environment where teamwork and personal drive will be essential to your success. As a key resource in PS DDAT business operations, you will demonstrate your strong problem definition and project management skills while remaining compliant to internal and external rules, policies, and regulations. You will also need to display strong client facing and relationship development skills, including developing and presenting presentation to accomplish your goals. The contributions you make will ensure CVS Health maintains its position as a leader in the healthcare marketplace.
A successful candidate in this role will influence a cross functional team in a large matrix organization. This candidate will need to quickly build relationships with key stakeholders to identify and leverage operational efficiencies. In additional to leveraging internal stakeholders, this candidate will need to build relationships with their client contact to understand needs and deliver results. Additionally, your role will entail:
- Develop a high level understanding of the data flow through various CVS applications and systems; as well as a knowledge of client tools and how they are used
- Partnering closely with key stakeholders to address risks and issues, and remove barriers to delivery in a hands-on manner
- Tracking, managing, and validating that project and action commitments are being met across all business units, as well as the internal and client teams
- Supporting Welcome Season activities both 1/1 and monthly go lives by attending business and IT calls, representing the Technology organization, ensuring ticket resolution within applicable SLAs- this may also require occasional after-hours client validations
- Engaging with the service warranty and CAP (corrective action plan) process when impact requires a technology solution
- Collaborating with Account and Product teams on new offerings and how best to position them with the CVS and client teams
- Tracking of IT Statement of Works (SOWs), development hours and providing financial reporting to business and client partners
- Understanding technology impacts on a global landscape and sharing with the concierges to identify gaps, and manage associate risks
- Supervisory Organization Management
- Other duties as requested
Required Qualifications
*5 or more years of significant PBM or health care organization work experience
*5 or more years working in a client facing role
*3-5 years supervisory experience
*3 or more years of digital project management experience
*3 or more years of portfolio management, preferably in IT
*Willingness and ability to travel up to 30% for client support
*Must be flexible and responsive to unexpected requests and be able to adhere to both known and unexpected deadlines with quick turnaround
Preferred Qualifications
*Contract management experience
*Deep understanding of risk management processes
*Experience with conflict resolution and negotiation
*Solid track record of motivating change in a large, cross functional organization
*Comfortable presenting to large groups of attendees
*Strong customer service orientation skills
*Strong quantitative and systems skills
* Understanding functionality of tools and processes being utilized and impact to client population
Pay Range
The typical pay range for this role is:
$75,400.00 - $165,954.00
This 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. This position also includes an award target in the company’s equity award program.
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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
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Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
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No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
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Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit https://jobs.cvshealth.com/us/en/benefits
We anticipate the application window for this opening will close on: 03/25/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Top Skills
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.
