Lead Director, Meritain Customer Service

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Job Summary:
The Lead Director of Customer Service is responsible for leading and optimizing all customer service operations, including call center functions, outsourced support, and overall customer experience strategies. This role will develop and implement a comprehensive customer service roadmap to enhance member satisfaction, drive operational efficiency and foster continuous improvement. The ideal candidate will be a strategic leader with a deep understanding of customer service best practices, technology solutions, and outsourcing partnerships. This role is ideal for a strategic and customer-focused leader who is passionate about delivering an exceptional member experience while driving operational excellence.

Position Summary:

• Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers. 
• Executes operational plan in support of business segment customer service objectives and initiatives.
• Plans, directs, and implements procedures that will assure a high level of customer access and satisfaction.
• Responsible for the quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems. Manages a team of professional employees and/or leadership.
• Responsible for bringing forward new technology and service processes that will result in improved member and provider experiences, while also driving efficiencies in the customer service organization.

Key Responsibilities:

Oversee daily operations of the customer service department, including call center functions, ensuring service levels, quality, and efficiency metrics are met.

• Develop and execute a customer service roadmap that aligns with the company’s goals and enhances the overall member experience.
• Lead initiatives to improve customer satisfaction, retention, and loyalty through innovative service solutions.
• Manage and optimize relationships with outsourced call center partners to ensure performance, cost-effectiveness, and seamless integration with internal operations.
• Implement and leverage technology solutions, such as CRM systems, AI chatbots, and automation tools, to enhance service capabilities.
• Define and track key performance indicators (KPIs) to monitor and continuously improve service delivery.
• Sets strategic direction and influencing change that resulted in quantifiable positive outcomes.
• Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service.
• Monitors all customer service performance measures such as daily stats and schedule adherence.  Allocates resources to meet volume and performance demands.
• Ensure regulatory compliance.
• Proactively analyzes constituent data, identifies trends and issues.
• Collaborate with cross-functional teams, including Client Management, Local Market Development, IT and others to drive a customer-centric culture and improve service touchpoints. Develops and maintains strong collaborative relationships maintain excellent lines of communication and share resources to meet common service center objectives.
• Develop and implement training programs to ensure customer service teams are equipped with the skills and knowledge to provide exceptional support.
• Handle escalated customer issues with a focus on resolution, relationship management, and process improvement.
• Stay informed of industry trends, customer expectations, and emerging technologies to maintain a competitive edge.

Requirements:

• 5+ years' experience in managing high volume transaction processing, financial management, project delivery, production, systems analysis and application.  
• 5 + years' customer service and call center experience, with a proven track record of developing and executing customer service strategies that improve customer satisfaction and operational efficiency.
• 5 + years' management and leadership experience
• 5 + years’ experience managing outsourced service providers, ensuring contractual and performance expectations are met.
• Strong understanding of customer service techno