AI Process Innovation Manager

Job not on LinkedIn

22 hours ago

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

+3 more states

🐊 Florida – Remote 🗽 New York – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote ☕ Washington – Remote

💵 $54.3k - $145.9k / year

⏰ Full Time

🟢 Junior

🤖 Artificial Intelligence

Apply Now

Receive Emails with Similar Jobs

CVS Health

WebsiteLinkedInAll Job Openings

Healthcare Insurance • Retail • Wellness

CVS Health is a leading American healthcare company dedicated to improving health access and affordability. The company focuses on a comprehensive approach that includes health services, health insurance, and pharmacy benefits management. Through its subsidiaries, such as Aetna and CVS Caremark, CVS Health offers a range of services that facilitate wellness, condition management, and affordable prescription drug coverage. CVS Health operates neighborhood pharmacies, provides mail-order pharmacy services, and manages specialty medication programs, aiming to make healthcare convenient and accessible for everyone. Driven by a mission to connect people with essential care services, CVS Health is committed to fostering healthier communities and supporting the wellbeing of all individuals.

10,000+ employees

Founded 1963

⚕️ Healthcare Insurance

🛒 Retail

🧘 Wellness

📋 Description

• Serve as the AI SME and Business Product Owner for contact center technologies, ensuring alignment between business goals and application capabilities. • Design, develop, and deploy AI agents—including prompt-response agents, task-oriented agents, and autonomous agents—to automate workflows and enhance operational efficiency. • Collaborate with IT and business stakeholders to define requirements, AI use cases, and deliver AI-enabled solutions for operational challenges. • Lead the deployment, testing, and optimization of generative AI models to support agent-assist, customer self-service, and operational analytics. • Build and maintain prompt libraries and documentation to support scalable and effective AI deployment. • Evaluate and pilot emerging contact center technologies—including AI-driven customer support and intelligent self-service. • Stay current with AI trends, tools, and regulatory developments. • Mentor cross-functional teams on AI capabilities and best practices. • Oversee the intake, prioritization, and execution of technology changes—including, but not limited to application releases, upgrades, and Tier 2 incident management—ensuring scalable, sustainable improvements across the contact center environment. • Identify opportunities for improvement and address breakdowns in contact center processes and technologies by leading remediation efforts and driving performance optimization across systems, workflows, and agent tools. • Develop and present executive-level insights, recommendations, and performance updates with clarity and impact. • Foster a culture of innovation, inclusion, and continuous improvement through transparent communication and cross-functional collaboration. • Position may require up to 15% travel.

🎯 Requirements

• A minimum of 1 year of demonstrated experience with generative AI, agentic AI, and emerging technologies in customer service or operational environments. • A minimum of 1 year of demonstrated experience with prompt engineering, including designing and optimizing prompts for LLMs and deploying AI Agents • A minimum of 1 year of proven experience serving as a Business Product Owner or similar role, with a demonstrated ability to lead cross-functional initiatives, define and prioritize technology requirements, and deliver scalable solutions. • Experience with cloud-based contact center platforms and migration strategies, with knowledge of how core technologies and emerging tools like AI and automation support key contact center functions. • Strong understanding of core contact center capabilities—such as omni channel customer support, workforce management, quality assurance, and performance tracking—and how technology enables and optimizes these functions. • Proven track record of leading the successful deployment of technology solutions across contact center teams, ensuring adoption and measurable impact. • Strong organizational, change and project management skills with attention to detail and follow-through • Demonstrated ability to communicate effectively with both technical and non-technical stakeholders. • Ability to analyze data and performance trends to drive decisions and continuous improvement • Excellent communication and stakeholder management skills. • Agile Scrum or Lean Six Sigma certification. • Experience managing technology change intake, prioritization, and execution in a cross-functional environment. • Experience in incident management and root cause analysis for operational technology issues.

🏖️ Benefits

• Affordable medical plan options • 401(k) plan (including matching company contributions) • Employee stock purchase plan • No-cost programs for all colleagues including 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