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.

Position Summary

The Senior Manager, Project & Program Management leads complex, cross-functional initiatives for the Contact Center of Excellence from initial concept through implementation and value realization. The role provides disciplined project leadership, establishes governance, and partners with business and technology teams to deliver measurable operational, financial, and customer outcomes.

 

Key Responsibilities

Project & Program Leadership

·     Lead multiple concurrent projects and workstreams from discovery through launch and post-implementation review.

·     Define scope, objectives, deliverables, milestones, dependencies, risks, decision points, and success measures.

·     Build and maintain integrated project plans, governance routines, status reporting, RAID logs, and executive-ready updates.

·     Drive accountability across cross-functional teams and resolve issues that threaten scope, timing, cost, quality, or adoption.

·     Plan and manage pilots, implementation readiness, change adoption, and transition to ongoing operations.

Contact COE Technology & Business Partnership

·     Translate contact center business needs into clear requirements, use cases, process designs, and implementation plans for analytics- and technology-enabled solutions.

·     Partner with DDAT, BTSS, Digital, Operations, Analytics, Training, Compliance, HR, and Finance to align priorities and execute solutions.

·     Apply knowledge of the Contact COE technology environment to accelerate planning, identify dependencies, and support adoption of existing and emerging capabilities.

Measurement, Communication & Change

·     Establish outcome measures and use data to assess effectiveness, identify trends, and guide decisions.

·     Communicate program status, financial performance, risks, decisions, and recommendations to senior leaders.

·     Lead stakeholder engagement and change activities that promote understanding, adoption, and sustained results.

 

Required Qualifications

·     7+ years of relevant professional experience, including 5+ years leading cross-functional projects or programs.

·     Demonstrated success managing complex, multi-workstream initiatives with ownership for scope, schedule, risks, dependencies, governance, and outcomes.

·     Strong project management discipline and ability to create practical delivery plans, status reporting, and executive communications.

·     Experience partnering across business and technology teams in a fast-paced, matrixed environment.

·     Strong written, verbal, facilitation, problem-solving, and stakeholder-management skills.

·     Intermediate to advanced proficiency with Microsoft Word, Excel, and PowerPoint.

 

Preferred Qualifications

·     Experience developing business cases, including problem definition, solution options, financial impacts, ROI, risks, and success measures.

·     Experience with Contact COE operations, workflows, performance measures, workforce management, or member and provider service environments.

·     Working knowledge of existing Contact COE technologies and data tools, such as IRIS, Sierra, call summarization or call intelligence capabilities, workforce management platforms, QuickBase, Power BI, and Dataiku.

·     Experience with capital planning, investment governance, benefits realization, or financial tracking.

·     Experience delivering analytics-, automation-, AI-, or digital-enabled contact center solutions in partnership with DDAT, BTSS, or Digital teams.

·     Project management certification or formal training, such as PMP, Agile, Scrum, or SAFe, and experience with change management and facilitation.

·     Knowledge of Medicare, Medicaid, Commercial, or Provider Operations.

Education
Bachelor's degree or equivalent work experience

 

Pay Range

The typical pay range for this role is:

$82,940.00 - $182,549.00

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 is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.  This position also includes an award target in the company’s equity award program. 
 

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.

Great benefits for great people

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: 10/24/2026

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