Manager, Service Operations

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.

The Renewal and Reporting Team Lead is a key operational leadership role responsible for overseeing the execution of Renewal and Reporting team processes, programs, and case workflows. This role requires strong working knowledge of RnR operations, renewal workflows, Salesforce case management, reporting expectations, and cross-functional partnership points. The Team Lead serves as a primary resource for complex case review, stakeholder coordination, team guidance, and continuous process improvement, while helping ensure work is delivered accurately, efficiently, and in alignment with operational expectations.

This position is intended for a colleague with direct experience in RnR processes, reporting operations, and renewal case execution who can quickly assume day-to-day leadership, training, workflow oversight, and process enhancement responsibilities.

• Facilitate and oversee execution of renewal processes, reporting-related programs, and operational workflows to ensure successful delivery
• Lead daily case call discussions and review complex Salesforce cases to support timely resolution and consistent execution
• Serve as a primary point of contact for Client Management throughout the renewal process, maintaining strong and effective working relationships
• Coach and guide team members through training, education, and day‑to‑day support to strengthen adoption of renewal processes and case request workflows
• Partner with internal and external stakeholders to gather requirements, assess operational needs, identify risks, and support mitigation planning
• Provide regular status updates, address operational concerns, and elevate issues as needed to support timely resolution
• Identify, recommend, and help implement process improvements and best practices that strengthen efficiency, quality, and team scalability
• Lead and support small internal team initiatives, including but not limited to process improvements, workflow enhancements, reporting refinements, and operational changes that improve Renewal and Reporting team effectiveness, consistency, and scalability
• Provide leadership, mentorship, and workflow direction to support a collaborative and high‑performing team environment

• 5 to 7 years of reporting experience
• 3 to 5 years of experience working with Salesforce and the insurance renewal process
• 3 to 5 years of health insurance group benefits experience
• Demonstrated experience managing or guiding complex workflow in a renewal, reporting, or case‑driven operational environment
• Strong working knowledge of renewal processes, reporting expectations, stakeholder support, and case management practices
• Strong problem‑solving and decision‑making skills
• Demonstrated growth mindset, including agility and the ability to develop yourself and others
• Strong execution and delivery skills, including planning, prioritizing, and supporting work in a fast‑paced operational setting
• Ability to coach team members and provide clear operational guidance grounded in real process knowledge

• Direct experience supporting Renewal and Reporting team processes and workflows
• Advanced experience with Salesforce case management, reporting, and dashboard tools
• DG experience
• Tableau experience

• Bachelor’s degree preferred, or equivalent specialized…