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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.

Position Summary
The Manager, Service Operations Strategy will be responsible for driving improvements in efficiency and quality for all central service operations teams at Oak Street health through technology enablement.
This role will focus primarily on autonomously leading replatforming service ops teams including CCService inbound, outbound, and pharm techs away from Canopy 1.0 onto a new platform. This role will also pursue other avenues of service ops team performance improvements through technology.
This role is part of the Operations Enablement team, and will report to the Executive Director, Service Operations. This role is located in Chicago, IL (also accepting remote applicants open to 20%+ travel).

Core Responsibilities:
Lead overall effort to replatform major service ops teams from Canopy 1.0 to a new service tech platform (likely Salesforce). Specific responsibilities include
Managing product team and development team to ensure successful product design, build, and testing
Change management: manage timeline and execution of a successful switchover to the new platform once built, de-risking change management risks and working with training teams and service ops leaders to ensure smooth switchover. Measure effectiveness of change management (on-time delivery to milestones, employee satisfaction with change management, etc…)
Ultimately drive and measure improvements in team efficiency (cost / call) and quality from replatforming
Provide ongoing governance over service tech platform policy, maintenance, configuration, and administration.
Pursue performance gains through other avenues of technology - potentially including but not limited to better usage of telephony platforms by call center teams, greater automation of service ops processes, and growing self-service options for Oak Street patients.
Building and leading team members as needed to achieve above goals
Responsibilities also include other duties as assigned.


Required Qualifications

• 5+ years of shared services or healthcare operational experience required

• Familiarity with service ops technology platforms, and experience developing or modifying these technologies to better enable team efficiency and effectiveness

• Strong understanding of and commitment to customer/patient service principles

• Strong analytical and problem-solving skills: demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations

• Ability to succeed in a fast-paced, ever-changing environment

• Outstanding written and verbal communication interpersonal, and conflict resolution skills

• Self-starter, able to drive initiatives with multiple stakeholders from beginning to end

• Ability to develop, plan, and implement short and long term goals

• Commitment to company vision

• A flexible and positive attitude

• High level of integrity

• U.S. work authorization.

• Travel - up to 20%

Education

• Bachelor’s degree or years of equivalent operational leadership experience required

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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.

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:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• 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

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.