Manager, Service Operations

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Requisition Job Description

A Brief Overview
Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction by developing and implementing service strategies, managing a team of customer service representatives, monitoring service quality, and performance metrics, resolving escalated customer issues, implementing customer service training programs, and collaborating with other departments to enhance the overall customer service experience. Applies leadership skills, customer-centric mindset, and problem-solving abilities to drive customer loyalty, retention, and advocacy while promoting a positive and service-oriented culture within the organization.

What you will do

• Ensures the effective and efficient delivery of services to meet customer expectations and contractual obligations.
• Monitors and assesses the performance of service teams and individuals to ensure adherence to service level agreements and quality standards.
• Identifies bottlenecks, implements process improvements to streamline operational processes, and ensures that best practices are followed across the organization.
• Administers the timely and effective resolution of service incidents and problems, minimizing their impact on customers.
• Analyzes operational data to identify trends, patterns, and opportunities for improvement while preparing regular reports on service performance.
• Controls the allocation of resources, including staff, equipment, and supplies, to ensure the smooth functioning of healthcare service operations.
• Promotes a positive customer and patient experience by addressing customer feedback, resolving complaints, and implementing measures to enhance satisfaction and loyalty.
• Manages budgets related to service operations, ensuring that expenditures are within approved limits and identifying areas for cost optimization.
• Ensures a culture of continuous improvement, encouraging innovation, and implementing best practices to enhance service delivery over time.

Required Qualifications

• 5 to 7 years leadership experience
• 3 to 5 years of experience stakeholder management
• 3 to 5 years remote workforce management
• Intermediate understanding of business analytics
• Prior Salesforce experience
• Must be able to travel up to 10% of time for team meetings.

Preferred Qualifications

• Medical terminology
• Prior provider/clinical engagement experience
• 3+ years leadership in a remote/call center environment

Education

Bachelor’s degree or related field or equivalent experience

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.