Lead Director, Operations Support – Retail Customer Care

Job not on LinkedIn

12 hours ago

⚓ Rhode Island – Remote

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

💵 $100k - $231.5k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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CVS Health

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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

• Leading the execution, optimization, and development of CVS’s strategic and operational plans for key Customer Care Programs via Process and Technology. • Overseeing a team of leaders, comprised of Sr. Managers, Managers and Supervisors serving and supporting the Operations teams. • Interacting with various near shore and offshore Strategic partners, ensuring consistency across all workstreams and agents. • Negotiating contracts which will directly impact the cost to serve and budget. • Achieving budget and positioning the operations team to achieve service metrics. • Guiding the Process and Innovation Team, driving the exploration and implementation of cutting-edge process improvements and technology initiatives. • Developing data-driven solutions that support multiple business owners across CVS Health's portfolio. • Providing strategic oversight for technology enhancements and continuous improvement functions that ensure regulatory compliance. • Collaborating across functions to drive strategic initiatives that advance contact center capabilities to cloud-based platforms and enable advanced AI solutions for customer service colleagues. • Guiding the Knowledge and Quality Team to evolve tools to improve the customer and colleague experience. • Ensuring the Analytics team provides insights to improve the cost to serve and the colleague/customer experience. • Adapting plans and priorities to address resource and operational challenges.

🎯 Requirements

• 10+ years of exceptional leadership & collaboration skills • 10+ years’ experience in customer service operations • 7+ years' experience in workforce management/operations support, knowledge and quality management, or strategic partner resourcing and planning • 5+ years of demonstrated leadership experience in managing large, complex teams • 10+ years of experience managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies • Not on the DEA Excluded Parties List • Free of pending felony charges or convictions for criminal offenses involving controlled substances.

🏖️ 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. • 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.