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CVS Health Contact Center Business Technology Manager in San Antonio, Texas

Job Description

Do you want to make an impact on a team and become a healthcare innovator? As a Product Owner, you will be part of our Prescription Benefit Management (PBM) Customer Care Business Technology team. This team is focused on transforming service experience for members and improving operational efficiency through implementing and ensuring business technologies meet the needs of our contact center agents and leaders. You will have the opportunity to ideate and drive new strategic and operational initiatives, which will have a profound impact on the future direction of the company.In this role, you will collaborate with a wide range of stakeholders across business and IT to implement multi-year technology changes. The product owner role requires ability to build trusted partnerships, think strategically, drive outcomes and influence decisions to deliver on enterprise goals and meet client commitments.-Manage product development activities for assigned call center technologies to determine stakeholder needs, plan features to address them, and prioritize them against existing product backlog -Gather feedback from business leaders and colleagues about existing functionality and identify opportunities for further enhancement-Develop user stories that clearly articulate business requirements and desired capabilities-Coordinate with IT and PMO stakeholders to set priorities and schedules to develop new or enhance current functionality-Manage and groom product backlog to ensure teams are working on the right capabilities-Determine and articulate business case, including ROI, for proposed features-Collaborate with product owners of various contact center technology products such as IVR, Telephony, Quality, WFM, and CRM to understand interdependencies and synergies-Collaborate with change management, learning and development and business leadership teams to ensure that users are adequately prepared for software and technology updates -Create and deliver executive presentations including product demos to inform of progress, drive decisions and manage risks

Pay Range

The typical pay range for this role is:

Minimum: 60,300

Maximum: 130,000

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.

For more detailed information on available benefits, please visit


Required Qualifications

-5+ years of Operations experience -Ability to prioritize effectively-Excellent oral and written communication

Preferred Qualifications

-Knowledge of Agile Software Development Methodology-5+ years of management experience with an aptitude for technology and/or process workflow skills.-PBM Operations and/or Contact Center experience preferred-3+ years of Health Care Project Team or consulting experience


-Bachelor’s Degree required-Equivalent Combination of education and experience may be considered

Business Overview

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.