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 Summary
The Senior Manager, Project & Program Management leads complex, cross-functional initiatives for the Contact Center of Excellence from initial concept through implementation and value realization. The role provides disciplined project leadership, establishes governance, and partners with business and technology teams to deliver measurable operational, financial, and customer outcomes.
Key Responsibilities
Project & Program Leadership
· Lead multiple concurrent projects and workstreams from discovery through launch and post-implementation review.
· Define scope, objectives, deliverables, milestones, dependencies, risks, decision points, and success measures.
· Build and maintain integrated project plans, governance routines, status reporting, RAID logs, and executive-ready updates.
· Drive accountability across cross-functional teams and resolve issues that threaten scope, timing, cost, quality, or adoption.
· Plan and manage pilots, implementation readiness, change adoption, and transition to ongoing operations.
Contact COE Technology & Business Partnership
· Translate contact center business needs into clear requirements, use cases, process designs, and implementation plans for analytics- and technology-enabled solutions.
· Partner with DDAT, BTSS, Digital, Operations, Analytics, Training, Compliance, HR, and Finance to align priorities and execute solutions.
· Apply knowledge of the Contact COE technology environment to accelerate planning, identify dependencies, and support adoption of existing and emerging capabilities.
Measurement, Communication & Change
· Establish outcome measures and use data to assess effectiveness, identify trends, and guide decisions.
· Communicate program status, financial performance, risks, decisions, and recommendations to senior leaders.
· Lead stakeholder engagement and change activities that promote understanding, adoption, and sustained results.
Required Qualifications
· 7+ years of relevant professional experience, including 5+ years leading cross-functional projects or programs.
· Demonstrated success managing complex, multi-workstream initiatives with ownership for scope, schedule, risks, dependencies, governance, and outcomes.
· Strong project management discipline and ability to create practical delivery plans, status reporting, and executive communications.
· Experience partnering across business and technology teams in a fast-paced, matrixed environment.
· Strong written, verbal, facilitation, problem-solving, and stakeholder-management skills.
· Intermediate to advanced proficiency with Microsoft Word, Excel, and PowerPoint.
Preferred Qualifications
· Experience developing business cases, including problem definition, solution options, financial impacts, ROI, risks, and success measures.
· Experience with Contact COE operations, workflows, performance measures, workforce management, or member and provider service environments.
· Working knowledge of existing Contact COE technologies and data tools, such as IRIS, Sierra, call summarization or call intelligence capabilities, workforce management platforms, QuickBase, Power BI, and Dataiku.
· Experience with capital planning, investment governance, benefits realization, or financial tracking.
· Experience delivering analytics-, automation-, AI-, or digital-enabled contact center solutions in partnership with DDAT, BTSS, or Digital teams.
· Project management certification or formal training, such as PMP, Agile, Scrum, or SAFe, and experience with change management and facilitation.
· Knowledge of Medicare, Medicaid, Commercial, or Provider Operations.
Education
Bachelor's degree or equivalent work experience
Pay Range
The typical pay range for this role is:
$82,940.00 - $182,549.00
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 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
- 7+ years of relevant professional experience
- 5+ years leading cross-functional projects or programs
- Experience managing complex, multi-workstream initiatives, including scope, schedule, risks, dependencies, governance, and outcomes
- Strong project management discipline, including delivery plans, status reporting, and executive communications
- Experience partnering across business and technology teams in a fast-paced, matrixed environment
- Strong written, verbal, facilitation, problem-solving, and stakeholder-management skills
- Intermediate to advanced proficiency with Microsoft Word, Excel, and PowerPoint
- Bachelor’s degree or equivalent work experience
- Experience developing business cases with financial impacts, ROI, risks, and success measures
- Experience with Contact Center of Excellence operations, workflows, performance measures, workforce management, or member and provider service environments
- Working knowledge of IRIS, Sierra, call summarization or call intelligence capabilities, workforce management platforms, QuickBase, Power BI, and Dataiku
- Experience with capital planning, investment governance, benefits realization, or financial tracking
- Experience delivering analytics, automation, AI, or digital-enabled contact center solutions
- Project management certification or formal training such as PMP, Agile, Scrum, or SAFe
- Experience with change management and facilitation
- Knowledge of Medicare, Medicaid, Commercial, or Provider Operations
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.
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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.
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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.
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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.
