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 Manager on the Inbound Communications & Channel Operations will play a critical role in shaping and executing communication strategies that support operational excellence and enhance patient and colleague experiences. This role will lead initiatives that broadcast Conversational AI insights and capabilities to patients, colleagues, and third parties. Key responsibilities include managing field communications, supporting executive complaint investigations, driving data insights, and collaborating with cross-functional partners to deliver scalable solutions. The colleague will ensure alignment with leadership, maintain program documentation, and influence prioritization of enhancements that improve workflow and customer satisfaction.

Responsibilities

Strategic Planning – 20%

• Develop and execute communication strategies for new enhancements, including field and store communications, job aids, FAQs, and leadership materials.
• Gather and implement colleague and patient feedback to inform IT enhancements, reporting, and workflow prioritization.
• Provide quarterly workload submissions for upcoming field and store communications and training.
• Partner with key stakeholders to align strategies and ensure successful deployment of initiatives.
• Monitor and report on program metrics, providing bi-weekly leadership updates.
  

Evolution and Maintenance of Program – 50%

• Investigate and respond to executive complaints, Board of Pharmacy inquiries, and Attorney General investigations.
• Monitor communication channels, identify emerging themes, and ensure knowledge resources remain current.
• Maintain and update product feature documentation and related program materials on a regular cadence.
• Partner on initiatives that enhance program alignment and improve calculation or reporting processes.
• Provide updated content for workforce planning and participate in periodic operational reviews.
  

Stakeholder Influence and Data Insights – 20%

• Advance a scalable, actionable, and customizable data insights product leveraging inbound patient communication channels (MTP, Voicemail, IVR, 2-way SMS) to provide Voice of the Customer data.
• Lead the presentation of insights and potential solutions to stakeholders across Operations, Product Development, and Trade to influence prioritization of downstream work.
• Collaborate with cross-functional teams to identify and implement improvements that enhance patient and colleague experiences.
• Drive change agility and foster collaboration across departments to achieve organizational goals.
  

Culture of Self Development – 10%

• Promote a culture of inclusion and well-being, ensuring alignment with CVS values.
• Encourage continuous development through enterprise tools such as DevelopU and LearningHUB.
• Act on feedback from development sessions and prioritize growth beyond current role.

Required Qualifications

• 3+ years of total business/healthcare experience.
• 1+ years of experience leading cross-functional teams and initiatives with a high degree of complexity.
• 1+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions.
• 1+ years leveraging data to support strategic plans and return on investment.
• Previous experience working in a CVS store or within the field strongly preferred.
• Bachelor’s degree or equivalent experience preferred.
• Strong executive presence and ability to influence without authority.
• Excellent verbal and written communication skills, including presenting to senior leaders.
• Ability to manage multiple priorities and navigate ambiguity to achieve goals.
• Travel requirements – up to 25% travel expected.

Preferred Qualifications

• 5+ years of total business/healthcare experience.
• 3+ years of experience leading cross-functional teams and initiatives.
• Advanced knowledge of retail business operations, including in-store pharmacy experience.
• Expertise in MS Office Suite, including advanced Excel and PowerPoint capabilities.
• Proven track record of high performance and ability to lead by example.
• Basic familiarity with SQL.

Education

Bachelor’s Degree or equivalent experience preferred.

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.