Executive Director, Customer Success Operations

Director of Customer Success 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.

Health
100 serves as the trusted front door to health and care, putting the consumer at the center of everything we build. Among our offerings is industry-leading technology for pharmacies: a Pharmacy Management System that enables pharmacists to operate at the top of their license, and a consumer care and engagement platform that transforms how pharmacies connect with and serve the people who depend on them.

Our technology is proven at scale, and we're bringing it to forward-thinking pharmacy operators who are ready to deliver a fundamentally better experience for their patients and communities. Customer Success (CS) Operations is foundational to the success of every customer we serve, ensuring each one receives a consistent, high-quality experience from day one and throughout the partnership.

The Director of CS Operations is the operational engine behind Health
100's Customer Success organization. While our Customer Program Owners focus outward, building customer relationships and driving outcomes, you focus inward, building the operational framework that lets the whole team operate consistently and scale.

You will design the processes, metrics, and tooling to support Health
100 operations. You will also own some of our most operationally complex functions, including release coordination across multiple product lines that sit at the intersection of CS and our Engineering and Product teams.

The foundation you build now will determine whether CS can scale smoothly from a handful of customers to a much larger portfolio without losing quality.

• Design and run the cadences that keep CS leadership informed and aligned: team reviews, portfolio health reporting, executive governance, and commitment tracking.
• Maintain a clear, current view of every customer across all phases: where implementations stand, what is at risk, what commitments are open, and what is coming up on each customer's calendar.
• Be the organizational memory for the CS team, ensuring that decisions, commitments, and context are documented.
• Give the CS leadership team the visibility they need to make good resourcing, escalation, and prioritization decisions.

• Serve as the primary operational bridge between the CS team and Health
  100's product release processes, which run independently across multiple product lines.
• Translate customer-facing decisions about when to activate a new capability, what testing is needed, and how to sequence across products into the scheduling and execution artifacts that Engineering and Deployment teams need to act on.
• Build and maintain working relationships with each product's release leads so that customer activation needs are anticipated, not surprised.
• Aggregate across the per-product relationships to give CS leadership a single coherent multi-product view of release activity and risk.
• Surface conflicts between customer timelines and product release calendars early, and work with CS leadership to resolve them before they become customer issues.

• Build the playbooks that make CS repeatable: for implementation kickoffs, release activations, business review preparation, escalation handling, go-live, and steady-state operations.
• Own the CS tech stack:
  Customer relationship management documentation, project tracking, and reporting. Make these tools work for the team, not the other way around.
• Identify where CPOs are solving the same problems independently and turn those patterns into shared, standardized approaches.

• Customer Program Owners: the customer-facing team you enable. You are their operational…