CVS Health CRM Technology Senior Product Manager in Arizona
Do you want to make an impact on a team and be a health care innovator? As the CRM Technology Senior Product Manager, you will be part of the Customer Care Business Technology team. This team is focused on elevating service experience for members and improving operational efficiency by transforming Contact Center Technology Solutions. You will have the opportunity to ideate and drive new strategic and operational initiatives, which will have a profound impact on the healthcare journey of millions of customers. In this role you will collaborate with cross functional partners to drive decisions regarding the design and build of a new Customer Relationship Management (CRM) system that radically transforms the customer care experience. The goal is to simplify, automate, and streamline the current process so that customer care agents are empowered to help consumers (i.e., members) resolve complex asks and optimize use of their pharmacy benefit. As Senior Manager, you will have the opportunity to engage with business and technology partners to influence decisions on product strategy. You will also manage the end-to-end product development (e.g.: feature definition, backlog prioritization, scrum processes, product release and value measurement), partner with stakeholders across all levels to deliver on committed goals and apprise senior leadership on progress, decisions, and risks. The Senior Manager will also lead teams, directing the work of a group of individuals with emphasis on strategy, process transformation, product development and value tracking of implemented solutions. You will build and lead a high performing team that will deliver timely and high-quality outcomes and guide them on their growth and development.Primary Duties and Responsibilities: • Partner with users and stakeholders to understand improvement opportunities and business priorities and translate them to product backlog • Engage with cross functional partners to make decisions on feature prioritization, balancing the business needs with IT feasibility and cost. • Source and synthesize data, develop decision criteria (e.g., business value, IT feasibility, ROI, etc.) when considering among different options and drive fact-based decision making• Create content and deliver presentations to stakeholders and senior leadership to influence decisions, articulate risks and share program success• Scope, plan, and lead teams to deliver timely and high-quality outcomes across all stages of product development including product discovery, value analysis, backlog development, release planning, testing and deployment.• Partner with value measurement and change management team to support user migration, measure solution effectiveness, report results and identify opportunities to optimize product features and drive adoptionThis is a fully remote position. You can work at home from any location within the United States.
The typical pay range for this role is:
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.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
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• 6+ years of professional business experience in a fast-paced matrix organization• 3+ years’ experience leading product development and large-scale technology transformation projects• 2+ years of leadership/management experience• Demonstrated proficiency in MS Office tools (Excel, PowerPoint, or Visio) and proven success in articulating complex concepts in simple, concise way to executive leadership
• 2+ years’ experience in PBM and/or Healthcare consulting• Salesforce Service Cloud knowledge• Familiar with Agile methodology and tools (e.g.: scrum processes, Rally/JIRA)• Experience driving process improvement initiatives in a contact center space
Bachelor’s degree or equivalent work experience requiredMBA preferred
Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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