Manager, Digital Operations - GPS & Plug

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 Manager of Digital Operations supports day-to-day operational execution for GPS and associated plug in capabilities. With a strong working knowledge of Medicaid, this role focuses on ticket execution, intake governance, incident communications, testing support, and experience observations, ensuring frontline operational needs are met efficiently and consistently.

This role is hands on, execution focused, and critical to maintaining stability and responsiveness across the platform.

• Provide ticket support and break fix story support, working closely with Product and IT teams to ensure timely resolution.
• Act as gatekeeper for operational intake, including queues, service requests (SRs), and escalation routing, ensuring prioritization aligns to business impact and regulatory needs.
• Own ticket oversight and trend analysis across GPS and integrated applications, identifying systemic issues and driving root-cause remediation in partnership with Product and IT.

• Support IRT communications and IRT lead, ensuring accurate updates, documentation, and stakeholder awareness during incidents.
• Partner with Sr. Manager and broader teams to ensure follow through on incident remediation actions.

• Execute and support testing activities including UAT, regression, and system testing for releases and enhancements.
• Validate solutions against documented use cases, operational flows, and Medicaid specific needs.

• Conduct Quantum Metric reviews and provide observations on trends, defects, and experience friction.
• Escalate insights and opportunities to senior leaders and Product partners for action.

• 5+ years of demonstrated problem-solving skills
• 5+ years of experience working in application operations, production support, or digital platform support roles.
• 5+ years of organizational skills with the ability to manage intake, priorities, risks, and dependencies.
• 5+ years demonstrated strong verbal and written communication skills
• 5+ years of experience managing cross-functional work and competing priorities.

• Exposure to enterprise incident management models.
• Experience participating in Agile delivery teams.
• Operational experience with Medicaid.
• Familiarity with digital experience analytics tools (Quantum Metric or similar).

Bachelor's degree or equivalent work experience

40

Full time

$54,300.00 - $

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.

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: 11/21/2026

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