<p>At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.</p> <p>As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.</p> <p>Job Summary</p> <p>At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.</p> <p>As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each day.</p> <p>This exciting opportunity will support Meritain Health, an Aetna Company. Meritain is one of the largest TPAs in the country and delivers simple, transparent and versatile solutions to plan sponsors and members across the country.</p> <p>We are committed to delivering an excellent member experience supported by creative and simple solutions that help our members get the most from their health benefits. We're growing and are excited about this new role! This newly created role will be dedicated to the end-to-end service delivery experience for a specific population of Meritain's members. If your superpowers include cross functional collaboration, customer centricity, creative solutioning, project management, and you have a strong operational background, this might be the perfect fit for you.</p> <p>A Brief Overview</p> <p>Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction by developing and implementing service delivery strategies, monitoring quality and performance outcomes, identifying and eliminating areas of friction to deliver optimal customer experiences. Supports innovation opportunities and creative customer strategies, while collaborating with other departments to enhance the overall delivery experience. Applies leadership skills, customer-centric mindset, and problem-solving abilities to drive customer loyalty, retention, and advocacy while promoting a positive culture within the organization.</p> <p>The position can sit anywhere in the US and may be remote or hybrid depending on candidate location.</p> <p>What you will do</p> <ul> <li> <p>Develops strategies to optimize service operations, ensuring the efficient and effective delivery of services to meet customer needs and expectations.</p> </li><li> <p>Implements industry best practices and proven methodologies to streamline service processes and improve operational efficiency.</p> </li><li> <p>Evaluates, selects, and integrates innovative technologies and systems to optimize service operations and enhance customer support efforts.</p> </li><li> <p>Manages and allocates resources effectively to ensure that services are delivered efficiently on time, and within budget.</p> </li><li> <p>Develops and monitors key performance indicators (KPIs) to measure service performance, ensuring that the services provided meet the established quality standards and customer expectations.</p> </li><li> <p>Fosters a customer-centric culture, emphasizing empathy, effective communication, and problem-solving skills in all customer interactions.</p> </li><li> <p>Focuses on customer satisfaction and retention by monitoring customer feedback, addressing complaints, and implementing measures to enhance the customer experience.</p> </li><li> <p>Communicates strategically with IT and data management teams, leveraging technology and data analytics to optimize service operations, improve efficiency, and enhance customer insights.</p> </li><li> <p>Stays updated on industry trends, emerging technologies, and best practices in service operations, incorporating relevant knowledge into operational strategies and driving innovation in service delivery.</p> </li></ul> <p>For this role you will need Minimum Requirements</p> <ul> <li> <p>Minimum 10 years' work experience in one or more of the following areas plan sponsor, service operations, client management, project management or related disciplines</p> </li><li> <p>Demonstrated success with highly effective cross functional projects</p> </li><li> <p>Adept at communicating for impact, strong written and verbal presentation skills</p> </li><li> <p>Adept at execution and delivery (planning, delivering, and supporting) skills</p> </li><li> <p>Adept at business intelligence and embraces using data to focus efforts & measure effectiveness</p> </li><li> <p>Demonstrated ability to navigate complex challenges</p> </li><li> <p>Mastery of problem solving and decision-making skills</p> </li><li> <p>Mastery of growth mindset (agility and developing yourself and others) skills</p> </li></ul> <p>Education</p> <ul> <li>Bachelor's degree preferred/specialized training/relevant professional qualification. </li></ul> <p>Pay Range</p> <p>The typical pay range for this role is:</p> <p>$100,000.00 - $231,540.00</p> <p>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.</p> <p>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.</p> <p>Great benefits for great people</p> <p>We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:</p> <ul> <li> <p>Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.</p> </li><li> <p>No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.</p> </li><li> <p>Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.</p> </li></ul> <p>For more information, visit https://jobs.cvshealth.com/us/en/benefits</p> <p>We anticipate the application window for this opening will close on: 05/25/2025</p> <p>Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.</p>