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Position Summary
The Senior Manager of Group Call Center Project Management will be responsible for the day-to-day operations of all aspects of Group Service Operations projects. In this role, the candidate will be responsible for executing on the Group Medicare Service Operations (MSO) mission for improving quality and efficiency, enhancing employee engagement, and creating partnership with plan sponsors.
- Support and lead member experience projects cross-departmentally, including support of EOT (STARS Experience Optimization Teams) and ensuring Group nuances are accounted for on cross-functional projects.
- Primary responsibility to support all aspects of Group business within the Medicare NextGen space, including cross-functional and inter-departmental committees and projects.
- Partner with the group leadership team on identifying and managing projects which have the greatest impact on our group members and employees. This includes cross-departmental review on impacts and mitigation strategy projects that incorporate the nuances of Group business.
- Work across the organization to reengineer processes that have a direct impact on experience enhancement
- Develop technological solutions or processes set up to manage the business, including Group business specific impacts and cross-departmental impacts
Required Qualifications
- Group Medicare knowledge and experience
- 3+ years customer service/call center experience
- 2+ years project management experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes.
- Must be fluent in Excel, PowerPoint and Word
- Experience presenting to all levels within an organization
Preferred Qualifications
- Project Management Certification
- Intermediate user and builder within Quickbase
Education
- Associate’s degree or 5 years equivalent work experience
Pay Range
The typical pay range for this role is:
$75,400.00 – $166,000.00
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. This position also includes an award target in the company’s equity award program.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.