Senior Manager, Tech Client Services

Senior Manager, Operational Excellence

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.

This role is accountable for defining, improving, and scaling the operating model that supports processes for monthly welcome season readiness, to include open enrollment links, content updates, personalization, and governs processes for member level web error submissions. The Senior Manager drives process rigor, automation, and proactive readiness, reducing operational risk, manual effort, and escalation-driven work while improving colleague engagement and sustainability. This position is primarily focused on people leadership and process improvement (the "how" work gets done), rather than serving as the subject matter expert for the underlying content or production work.

Key Responsibilities

• Own and continuously improve operating processes to ensure predictable, repeatable, and scalable execution.
• Evaluate and establish improvements in work intake and workflows to reduce manual effort and rework.
• Identify and drive automation opportunities that eliminate recurring work and reduce operational burden.
• Develop and coach team members to strengthen ownership, decision-making, and resilience during peak periods.
• Improve colleague engagement by simplifying processes, clarifying ownership, and reducing ambiguity across teams.

Measures of Success

• Improved Welcome Season readiness with fewer late-breaking issues and escalations with existing team verses adding headcount.
• Reduction in manual content update effort through standardized, automated workflows.
• Consistent, visible monthly readiness posture for Welcome Season shared with leadership.
• Reduction in repeat escalation drivers through process and tooling improvements.
• Improved colleague feedback related to clarity, predictability, and workload sustainability.

This role requires a leader who operates with a high degree of independence, sets direction under ambiguity, and proactively identifies and drives improvements without requiring frequent direction. Success depends on the ability to influence across teams, challenge existing norms, and translate complexity into clear, actionable outcomes.

Required Qualifications

• Proven experience leading complex, cross-functional operational initiatives.
• Demonstrated ability to redesign processes and drive automation at scale.
• Strong executive communication and data storytelling skills.
• Experience partnering with Product and Engineering organizations.
• Track record of developing leaders and improving team engagement through systems and clarity.

Work Experience

7+ years of overall work experience with a concentration in client facing, operational or technology enablement role(s).

Education

Bachelor's degree required. Equivalent work experience is considered in lieu of degree.

Pay Range

The typical pay range for this role is: $75,400.00 - $165,954.00. 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.

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.

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.