Senior Manager, Member Operations Strategy and Capital Management

Overview

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 Senior Manager, Member Operations Strategy and Capital Management is a key leader within the Caremark organization focused on assessing and defining new strategic business innovation opportunities that will reduce Operational Costs, Improve Member, Colleague and Client Experience. In this role you will drive discovery and data analytics efforts to develop business cases that will enhance current operational processes, improve member self service capabilities and support pilots and implementation of new technology within the Caremark Tech Stack of Digital, Voice, Chat, AI, and Live Agent capabilities.

This work will contribute to a multi-year expense reduction roadmap being developed by the strategy team. This leader will also manage capital investments, ongoing spend, financial returns on those investments, along with Key Results tied to those investments.

Through this role you will :

• Lead business case development/ROI evaluation for future technology investments including Gen-AI
• Monitor and measure performance metrics, call trends and other analysis
• Support business case development and finance tracking across multiple work streams
• Lead continuous due diligence and product evaluations with a focus on driving Operational Cost Reduction and Member Experience Enhancements
• Build relationships and collaborate cross functionally with key stakeholders across Caremark Operations, Finance, Digital, IT, Analytics and Enterprise Partners
• Deliver on new and timely Ad-hoc strategic requests from leadership

• Conduct root cause investigation by leveraging data analysis and stakeholder interviews to identify operational pain points, market trends, system interdependencies, and key insights
• Develop robust business cases and value assessments that support on-going and future strategic initiatives including supporting the prioritization of digital, voice, AI and Agent technology roadmaps
• Propose recommendations to enhance current products and introduce new products and services to Senior Leadership
• Assess quality and impact of recently launched Digital, Voice, AI and Agent initiatives to determine whether project are meeting stated goals and targets
• Answer complex business questions by preparing and executing analysis which can be presented to key business stakeholders in a way that is concise and easy to understand
• Manage multiple projects in a fast-pace, frequently evolving environment
• Craft high quality, influential, senior leader-facing content to shape organizational direction and priorities

• 7 or more years of professional business experience
• 5 or more years of financial modeling and/or capital management experience
• 5 or more years of building and implementing multi-year strategic roadmaps
• 7 or more years of experience influencing and aligning leadership to a strategic vision

• 2+ years of consulting or related high level analytical experience in a business operational environment
• Expert level proficiency working with MS Excel, PowerPoint, and Word
• Proven ability using problem solving skills to construct analytic solutions to business problems
• Ability to communicate effectively in a manner that is clear, logical and concise at all levels of the organizations including executives

• Bachelor's degree or equivalent experience

The typical pay range for this role is: $75,400.00 - $

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…