Senior Manager, Outreach Technology Support and Planning

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🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $75.4k - $166k / year

⏰ Full Time

🟠 Senior

👔 Manager

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

🏥 Healthcare

⚕️ Healthcare Insurance

🛒 Retail

Healthcare • Healthcare Insurance • Retail

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.

📋 Description

• Serve as the primary liaison between operational and technology teams for outreach infrastructure and vendor systems • Ensure dialer/telephony platforms are stable, escalate issues, and align partners on system performance • Build platform expertise and lead troubleshooting, escalation, and follow-up for platform issues • Partner with Product and Technology to track and prioritize system backlog, coordinate pilots and testing • Manage operational support analysts, including hiring, performance management, and career development • Oversee dialer operations, including campaign configuration, ANI inventory management, and platform activities • Establish audit and quality-control processes and develop process documentation and standard work • Own ticket and request management processes, including response protocols, escalation paths, and SLAs • Coordinate and report on outreach pilots and initiatives • Oversee forecasting models and capacity planning for outreach staffing decisions • Evaluate operational trends and provide capacity and staffing recommendations to senior leadership • Partner with Analytics, Finance, and Operations on production forecasts • Align Production, Member Engagement, Technology, Product, Analytics, and Finance teams on priorities and constraints • Communicate system status, planning assumptions, and forecast accuracy to senior leadership • Lead root-cause analyses and deliver reports and dashboards with actionable insights • Support business case development for pilots and initiatives • Report to the Executive Director, Digital Product

🎯 Requirements

• 7–10 years of relevant experience in operations, technology support, or a related field • Experience with production or outreach environments • Experience leading and developing teams, including managing through other managers • Track record of building talent depth and team capability • Strong cross-functional leadership across technical and non-technical teams • Experience in workforce planning, capacity modeling, or operational forecasting • Proficiency with data and analytics tools • SQL and/or Snowflake experience a plus • Power BI, Tableau, or comparable platform experience • Familiarity with dialer, telephony, or other operational platforms a plus • Experience with outreach performance metrics a plus • Ability to build operational processes, documentation, standard work, and quality controls • Excellent communication and presentation skills • Ability to synthesize complex information for senior leadership audiences

🏖️ Benefits

• CVS Health bonus, commission or short-term incentive program • Award target in the company’s equity award program • Medical coverage • Dental coverage • Vision coverage • Paid time off • Retirement savings options • Wellness programs • Other resources supporting physical, emotional, and financial well-being