Manager, Client 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.

Introduction and Overview: In this role you will be the main operational contact point for clients and internal stakeholders to deliver results and solve problems for clients. You will be a leader of a matrix of roles to align client success strategy with projects and resources. Roles & Responsibilities:  Partner with senior account management leaders and client leadership to maintain visibility for client priorities. In partnership with account managers, have critical conversations with clients about timing and expectations for problem resolution and what requests we are not able to meet. Break ties for prioritization when there are multiple demands for work to maintain client satisfaction.  Communicate and describe priorities and handoffs to internal teams and clients. Lead program implementations across member outreach, data ingestion, reporting, network activation. Build and maintain strong relationships with key stakeholders Reconcile client deliverables meet or exceed SOW requirements Understand and clearly document client requirements for program success Oversee client meeting documentation: data entry, meeting minutes, action items in support of Client Success Executives Oversight of the client direct mail and email campaigns Monitor success and serve our clients through managing the completion of ad-hoc reporting projects Forecast and communicate updates and escalations with internal stakeholders in support of client programs Submit and track tickets for client requests directly related to the success of the program Manage process for internal tracking, documentation, and client response formulation for member grievances Backup support and account coverage in the absence of the Client Success Executive to ensure an internal resource is available at all times Lead regular cross-role meetings to ensure work is being tracked and communicated. Manage team utilization across a matrix of teams and roles – aligning projects and resource allocation to meet critical goals. Communicate complex concepts to clients through strong data presentation skills, clear speaking and writing. Oversee delivery and drive accountability of client-facing deliverables, custom data and reporting requirements, and program metrics using operational systems and clear communication.

Bachelor’s degree in business, economics, operations management or related field. An equivalent combination of experience and training may be considered instead of a formal degree. 4+ years of healthcare account operation experience, managing complex programs with high executive visibility. 1+ years experience planning, resourcing and executing client-visible projects that cross product, technical and delivery teams 1+ years experience motivating across teams to achieve a goal – demonstrated ability to build and mentor colleagues to develop skill sets needed to achieve goals Strong client communication skills – demonstrated experience delivering bad news to a client while maintaining a strong working relationship Demonstrated ability to learn details quickly in order to coach others or solve complex problems 1+ years experience tying operational solution to client or process problems. Ability to travel 3-4 days up to 6 times a year Demonstrated experience being primary facilitator and presenter to clients and matrixed team several times a week over a sustained period of 2+ years. Proven track record of reviewing and organizing data in Excel  Experience using