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.

Position Summary

The Business Transactions Services & Support (BTSS) Call Center Tools Team is looking to fill a Manager, Project Management (IC) role. This position provides technical support and project leadership for a variety of call center applications, including Aspect Workforce Management, Verint Call Recording/Quality Analytics, KANA Secure Messaging, Five9 Web Chat, and Cogito Sentiment Analytics. This Manager (IC) will act as the business application lead for Cogito as well as provide secondary support for other applications managed withing the Call Center Tools team.

Fundamental Job Components:

• Provide daily oversight of application
• Provide technical support to internal customers in response to tickets submitted
• Prioritize work items based on criticality and capacity
• Drive intentional work on prioritized items
• Monitor incoming tickets for any indication of Production Incident
• Collaborate and communicate with team members, business partners, IT and vendor partners to eliminate blockers to resolution
• Escalate as appropriate
• Represent business needs to IT/Vendor
• Provide direction during Production incidents
• Perform testing in support of system health checks, patches, upgrades, etc.
• Evaluate processes regularly to ensure efficiency
• Provide direction and support for enterprise projects impacting Call Center Tools:
• Under general direction, lead the planning and execution of key organizational projects, ensuring consistent alignment with organizational goals, timelines, and budget constraints with a focus on value proposition
• Develop project plans and team member assignments, define specific deliverables and deadlines, and establish project milestones for the organization
• Conduct project post-mortems to capture and apply lessons learned to identify areas for improvement and share process enhancements to optimize project management practices
• Identify project risks and issues, develop risk mitigation strategies, and establish contingency plans

Required Qualifications

• 5-7 years work experience
• Ability to manage multiple priorities and pivot as business needs dictate
• Experience supporting system stability and communicating with business users
• Experience coordinating vendor resources and internal teams to address issues
• Experience with escalation management
• Experience with Process Optimization
• Basic project management experience
• Excellent verbal and written communication skills
• Adept at problem solving and decision-making skills
• Adept at collaboration and teamwork
• Adept at growth mindset (agility and developing yourself and others) skills
• Adept at execution and delivery (planning, delivering, and supporting) skills

Preferred Qualifications

• Working knowledge of Microsoft Office products (Word, Excel, PowerPoint, Outlook) and Chrome
• Experience using one or more Call Center tool(s)
• Verint, Aspect Workforce Management, KANA email, Five9 Chat, Cogito
• Experience using QuickBase
• Experience using SharePoint
• Experience with Cogito or other sentiment analysis tools

Education

Bachelor’s degree or equivalent working experience

We support a hybrid work environment. If selected and you live near a suitable work location, you may be expected to comply with the hybrid work policy. Under the policy, all hires for in-scope populations should be placed into a hybrid or office-based location, working onsite three days a week. Aetna Service Operations office/hub locations will be discussed with the selected candidate.

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.