CVS Health

Compensation

Full Description

• Leading the execution, optimization, and development of CVS’s strategic and operational plans for key Customer Care Programs via Process and Technology. • Overseeing a team of leaders, comprised of Sr. Managers, Managers and Supervisors serving and supporting the Operations teams. • Interacting with various near shore and offshore Strategic partners, ensuring consistency across all workstreams and agents. • Negotiating contracts which will directly impact the cost to serve and budget. • Achieving budget and positioning the operations team to achieve service metrics. • Guiding the Process and Innovation Team, driving the exploration and implementation of cutting-edge process improvements and technology initiatives. • Developing data-driven solutions that support multiple business owners across CVS Health's portfolio. • Providing strategic oversight for technology enhancements and continuous improvement functions that ensure regulatory compliance. • Collaborating across functions to drive strategic initiatives that advance contact center capabilities to cloud-based platforms and enable advanced AI solutions for customer service colleagues. • Guiding the Knowledge and Quality Team to evolve tools to improve the customer and colleague experience. • Ensuring the Analytics team provides insights to improve the cost to serve and the colleague/customer experience. • Adapting plans and priorities to address resource and operational challenges.