Manager, Customer Journey Advocacy and Trust

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.

• Lead and support projects addressing complex, high‑impact problems (e.g., return to stock), partnering across Operations, Technology, Pharmacy, and other business units to explore, prioritize, and deliver new tactics.
• Identify friction points through analysis of data and customer signals; translate findings into clearly defined problem statements, requirements, and recommended actions.
• Run and interpret analyses (e.g., SQL‑based) to understand performance trends, diagnose root causes, and quantify opportunity size.
• Support development and ongoing refinement of initiative backlogs, balancing short‑term improvements with longer‑term strategic opportunities.
• Support time‑sensitive issues by investigating problems, clarifying customer impact, and driving alignment and resolution with cross‑functional partners.

• Experience owning a program or initiative end‑to‑end, from problem definition through delivery, measurement, and iteration.
• Strong analytical skills, including the ability to run and interpret analyses (e.g., SQL) and translate data into actionable insights.
• Proven cross‑functional leadership skills, with experience working across teams and business units to deliver outcomes.
• Ability to operate effectively, thinking and acting strategically, in ambiguous, evolving problem spaces.
• Excellent written and verbal communication skills, including comfort supporting senior‑leader‑level updates.

• Experience in healthcare, pharmacy, retail, or other complex/regulated environments.
• Experience supporting enterprise or multi‑LOB initiatives with executive visibility.
• Familiarity with customer journey, fulfillment, or operational performance metrics.
• Experience building business cases or using experimentation to assess impact.

Bachelor’s degree and/or equivalent experience.

Anticipated weekly hours: 40.

The typical pay range for this role is: $66,330.00 - $. 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.

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources (based on eligibility)

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