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.

R0909128 / Senior Manager, Project & Program Management - COE Strategic Programs

Position Summary

The Senior Manager, Project & Program Management is an individual contributor responsible for leading the design, implementation, governance, and ongoing optimization of strategic programs supporting the Contact Center of Excellence (Contact COE). This role partners across business, technology, analytics, digital, and training teams to deliver complex, multi‑stream initiatives that improve performance, engagement, and operational outcomes while aligning enterprise strategic priorities.

This position serves as a content expert in performance improvement, quality management, financial rigor, and change enablement, with a deep understanding of Contact COE workflows, policies, and operational priorities impacting members and providers. The role is accountable for business case development, value realization, and return‑on‑investment (ROI) tracking initiatives requiring capital and operating investments.

Key Responsibilities

Program Strategy, Value & Design

• Lead end‑to‑end program strategy, including engagement and performance initiatives grounded in business goals, CSR feedback, performance data, enterprise strategy, and cultural needs.

• Set strategic direction for complex projects and programs, identifying opportunities to realign value, improve performance, enhance experience, and optimize operational efficiency.
• Develop business cases that clearly articulate problem statements, solution options, financial impacts, ROI, risks, and success measures.
• Translate business and operational needs into structured program designs, use cases, and analytics‑ and technology‑ready requirements.
• Ensure all initiatives align to enterprise strategic initiatives and investment priorities.

Program & Project Execution

• Assume full accountability for initiatives from concept discovery through implementation and post‑launch analysis, including financial, regulatory, marketing, capital, and SG&A impacts.
• Manage CAPEX‑ and OPEX‑funded initiatives, including capital planning, forecast accuracy, and ongoing value tracking.
• Drive CAP‑X submissions, investment intake, and governance processes in partnership with finance and enterprise stakeholders.
• Manage multiple concurrent workstreams, ensuring accurate prioritization, milestone tracking, dependency management, and timely delivery.
• Coordinate pilots, manage iteration cycles, and incorporate structured feedback to drive adoption, scalability, and continuous improvement.
• Track realized benefits versus planned value and recommend adjustments to maximize outcomes.

Cross‑Functional Leadership, Partnerships & Governance

• Partner closely with DDAT, BTSS, and Digital teams on system integrations, technology roadmaps and business case development/review
• Collaborate with Training to ensure programs, tools, and behaviors are introduced early and reinforced across learning journeys and operational rhythms.
• Ensure policies, controls, and performance guardrails align with HR, compliance, finance, and enterprise standards.

• Establish and maintain strong governance models covering scope, funding, risks, dependencies, and value realization.

Measurement, Analytics & Reporting

• Determine and track ROI, payback periods, and value realization throughout the lifecycle of initiatives.
• Analyze trends and outcomes to isolate drivers of success, cost optimization opportunities, and areas requiring course correction.
• Present insights, recommendations, financial outcomes, and executive‑level updates to Contact COE leadership and senior enterprise stakeholders.

Change Leadership & Influence

• Positively influence stakeholders toward successful change adoption across operational, technical, and leadership audiences.
• Identify process, technology, or organizational gaps and challenge self and others to develop and implement solutions grounded in data and value.
• Serve as a trusted advisor to leadership on program performance, enterprise alignment, investment decisions, and improvement opportunities.

Required Qualifications

• 7+ years of relevant professional experience
• 5+ years of cross‑functional project or program management experience
• Proven experience leading complex, multi‑stream initiatives with financial accountability
• Strong project management and governance skills
• Advanced verbal and written communication skills, including executive‑level presentations and business cases
• Intermediate to advanced proficiency with Microsoft Office (Word, Excel, PowerPoint)
• Ability to operate effectively in a fast‑paced environment with shifting priorities

Preferred Qualifications

• Experience in contact center environments and workforce management
• Experience with Medicare, Medicaid or Provider Operations fundamentals

• Experience with strategic planning, capital planning, business case development, and ROI analysis
• Strong change‑management and facilitation skills
• Experience partnering with DDAT, BTSS, and Digital teams on analytics‑ and technology‑enabled solutions
• Data‑driven mindset with the ability to use metrics and financial outcomes to guide decisions and strategy

Pay Range

The typical pay range for this role is:

$82,940.00 - $182,549.00

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.

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.

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.

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

We anticipate the application window for this opening will close on: 06/01/2026

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