Executive Director, Client Operations

Company: CVS Health
Location: Buffalo Grove
Posted on: November 15, 2024

Job Description:

Executive Director, Client Operations
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Position Summary
As a key member of the Digital, Data, Analytics and Technology ("DDAT") team, this role will join a dynamic organization committed to the acceleration of business growth, enhancement of the customer experiences, and enablement of operational efficiencies by powering CVS Health to be a 'digital first, technology forward and data driven' company. This role reports to the VP, Client and Member Experience and Operations and will support the Client Services and Operations team.
You will make an impact by:

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• Oversee all intake of new client implementations, working across the DDAT team to ensure resources are secured and all committed work is planned and executed appropriately.
  
• Set the strategy and establish the framework for client account management within the PS DDAT team.
  
• Lead the case/issue management process, ensuring that all service levels and performance guarantees are not violated.
  
• Lead the executive escalation process as it pertains to DDAT related issues impacting Caremark members.
  
• Lead the planning and execution of new business implementation events.
  
• Partner across DDAT to ensure the successful planning and execution of Welcome Season.
  
• Collaborate with PS DDAT Professional Services to ensure that the Voice of the Customer direct feedback is incorporated into ongoing operational process improvements.
  
• Supervise the Objectives and Key Results (OKR) which effectively indicate the effectiveness of the client operations processes; implement process improvements to close gaps in performance.
  
  Requirements
  
  • 
    
  • 8-10 years of overall work experience with a concentration in an operational role(s).
    
  • Strong track record of effective communication; Excellent written and verbal communication skills.
    
  • Customer centric, creative and strategic; prior customer facing experience is preferred.
    
  • Project management experience required.
    
  • Ability to navigate complex, multi-stakeholder client environment.
    
  • Highly collaborative and communicative collaborator with experience working in fast-paced, multi-functional team environments.
    
  • Experience managing change and in developing and maintaining excellent relations with executives, customers, operations, and staff at all levels.
    
  • Ability to work independently and efficiently with minimal supervision.
    
  • High energy level; comfortable performing multi-faceted projects in conjunction with day-to-day activities.
    
  • Approaches challenges with a sense of urgency, ability to work well under pressure and take direction.
    
    Education: Bachelor's Degree Required
    Pay Range: The typical pay range for this role is: $131,500.00 - $303,195.00.
    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.
    We anticipate the application window for this opening will close on: 11/28/2024.
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Keywords: CVS Health, Downers Grove , Executive Director, Client Operations, Executive , Buffalo Grove, Illinois