Manager, Project Management (Individual Contributor) - Call Center Workforce Management (Fully Remote)

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.
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

This is a Manager, Project Management (Individual Contributor) position on the Retail Customer Care-Ops Support, Process, Innovation and Technology team. As PM/PO, you will be responsible for providing program/project oversight, day-to-day management, leadership, direction, and administration across the full project lifecycle (team formation, planning, requirements, design, build, test, deployment, and warranty support). This candidate, requiring minimal supervision, will be responsible for effectively managing team/stakeholder expectations and engagement through clear communication of roles and responsibilities and regular status updates.

The successful candidate with have strong contact center business acumen, channel expertise and a willingness to pivot quickly when needed while thriving in a fast-paced dynamic environment.

In this role you will be responsible for:

• Preparing and maintaining project plans, status reports, decision, and issue logs
• Bringing thought leadership in overseeing continuous improvement opportunities, operational efficiencies, technology enhancements and cost reduction initiatives
• Collaborating with Retail Customer Care business unit Lead Directors to drive improvements across our three business pillars of Customer, Colleague and Cost to Serve
• Serving in the role of resource manager and representing the Process, Innovation and Technology team during demand management resource scheduling activities.
• Working with peers and internal customers to prioritize and work backlog
• Identifying opportunities, providing recommendations, and driving to optimize performance to achieve goals and operational objectives
• Occasionally contributing as a working team member or SME (Subject Matter Expert) on projects lead by others
• Working with business users and owners to understand their needs and translate into final project deliverables
• Creating, auditing, and editing procedure documents

Required Qualifications

• 1+ year of experience with Five9 or comparable CCaaS platform
• 1+ year of experience in working in a 100% virtual environment
• 3+ years of demonstrated experience in formulating and driving enhancement strategies spanning across multiple contact center capabilities (calls, SMS, Chat, Dialer).
• 3+ years of successfully demonstrating the functional responsibilities of a Product Owner and/or Project Manager
• 5+ years of successfully leading process improvement efforts

Preferred Qualifications

• Proven experience with Agile, Waterfall, and Six/Lean Sigma
• Expert ability to communicate (verbal and written) with and influence others
• Excellent application of change management principles
• Experience developing, maintaining, and reporting on projects and programs
• Resourceful and independent with proven ability to flex style to be both strategic and hands-on when required
• Solid business acumen and/or demonstrated learning agility to quickly increase business knowledge
• Strong collaboration with active listening skills
• Basic business acumen and ability to maneuver and scale to a changing environment
• Experience with Wrike or similar demand management tools
• PMP (Project Management Professional) Certification
• CSPO (Certified Scrum Product Owner) Certification

Education

Bachelor's degree or equivalent relevant experience

Pay Range

The typical pay range for this role is:

$63,300.00 - $139,200.00

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.
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. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through ColleagueRelations@CVSHealth.com If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.