Senior Provider Experience Program Manager

Role Description

Drive Agile delivery of Provider Experience / Provider NPS initiatives, supporting business process and technology improvements across multiple lines of business. Responsible for implementing best practices, facilitating workstreams through change, and ensuring effective delivery of projects and initiatives that enhance provider experience. Partner closely with business and technology stakeholders to prioritize work, drive measurable outcomes, and address barriers to execution success. Provide practice leadership and peer mentorship to project and program managers, promoting a culture of accountability and continuous improvement.

• Lead enterprise delivery of multiple, highly complex business process and technology initiatives aligned to the Provider Experience / Provider NPS program, supporting all lines of business.
• Drive the end-to-end delivery of Provider Experience / Provider NPS projects, ensuring initiatives are completed on time, within scope, and deliver measurable results.
• Identify and resolve delivery obstacles and risks, proactively removing barriers to execution.
• Monitor performance metrics and use data to optimize processes, improve productivity, and ensure accountability for outcomes.
• Collaborate closely with business and technology partners to translate goals into actionable plans and deliverables.
• Lead process improvements and root cause analysis to ensure sustainable, repeatable execution success.
• Implement and reinforce best practices to maximize efficiency and responsiveness across workstreams.
• Provide practice leadership and peer mentorship to fellow delivery practitioners, contributing to a high-performance culture aligned to execution excellence.

Qualifications

• 7+ years of experience in delivery management, program management, and Agile practice leadership, with deep expertise in Scrum methodologies.
• 5+ years of experience in healthcare claims processing, including adjudication, payment, and rework operations.
• 2+ years of experience with strong communication and facilitation skills, including developing and delivering executive-level presentations using PowerPoint.
• 2+ years demonstrating strong execution and delivery capabilities, with a focus on planning, risk mitigation, and stakeholder engagement.
• 2+ years of proven success driving complex projects to completion on time and within defined scope.
• 2+ years applying strong problem-solving and decision-making skills, with a demonstrated growth mindset.
• 2+ years of experience supporting innovation initiatives, emerging technologies, and digital transformation efforts.
• 2+ years of experience implementing and sustaining Agile practices in cross-functional team environments.
• 2+ years of experience working with multiple software delivery methodologies, including Scrum, SAFe, and Waterfall.

Requirements

• Agile (e.g., SM, RTE, SPC), PMP, or equivalent certifications.

Education

• Bachelor's degree or equivalent work experience required.

Pay Range

The typical pay range for this role is: $106,605.00 - $284,280.00. 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.

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.

Company Description

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.