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Bringing our heart to every moment of your health.
Lead Director of Process, Business Technology
Location
Arizona
Posted
133 days ago
Salary
$100K - $231.5K / year
Seniority
Senior
Job Description
Lead Director of Process, Business Technology
CVS Health
• Lead and oversee the strategy and value realization of initiatives focused on enhancing member experience, operational efficiencies, and representative satisfaction. • Prioritize and execute features and future state functionalities that meet budget commitments in terms of spend and committed values. • Guide and influence the CRM direction to ensure the appropriate operational requirements, processes, and data are accounted for to ensure outcomes and end user acceptance. • Must think and act strategically to drive transformative changes. • Align and manage objective and key results (OKRs) for strategic initiatives, oversee a cadence of tracking relevant metrics in an objective and efficient way to measure the status of delivery. • Business case development, sourcing the backlog, problem statements, partner with operational stakeholders to gather requirements and value propositions. • Balancing capital allocations against operational, client, and OKR’s. • Works collaboratively with a diverse group of business partners and objectives across the PBM. • Serve as the central point of contact for the CRM/Compass platform to partner across business and technology partners to ensure alignment, manage deliverables, and partner in thought leadership. • Drive member and agent satisfaction targets through thoughtful and purposeful selection of best in class platform features and functionality.
Job Requirements
- 7 + years’ work experience in operations leadership and/or strategic program delivery (preferably experience in contact centers)
- 5 + years of strong execution and delivery (planning, delivering, and supporting) skills
- Leadership experience in a Pharmacy Benefit Management and/or Healthcare environment
- Excellent organizational, analytical and problem solving skills
- The ability to manage multiple projects under aggressive timelines and budget to details
- Strong understanding of CRM products, features and capabilities in a contact center application
- Proven ability to clearly define a set of requirements that pinpoint business challenges
- Strong people management skills
- Strong collaboration and partnering abilities
- Bachelor's degree preferred; may consider comparable work experience
Benefits
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- Wellness screenings
- Tobacco cessation and weight management programs
- Confidential counseling and financial coaching
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access
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