Sr. Manager Real-time Workforce Ops

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.

We are seeking a highly skilled and strategic Senior Manager of Analytics to lead our Workforce Management Analytics team.  This role is responsible for driving data-informed decision-making across workforce planning, forecasting, scheduling, and operation performance.  The ideal candidate will bring a strong blend of strategic thinking, analytical expertise and team leadership to help optimize our workforce can deliver exceptional service outcomes.

Responsibilities

• Strategic Leadership & Alignment                 
  • Develop and drive the long-term analytics strategy in support of Workforce Management goals, aligning closely with broader business objectives.
  • Partner with team leadership across the appropriate Line of Business, Finance, HR, IT to identify key opportunities for workforce optimization and operational insights to drive decision making.
  • Translate complex business challenges into data-driven solutions that influence strategy, resource allocation and performance

• Operational Excellence    
  • Champion data and analytics best practices to optimize workforce operations, improve forecast accuracy and enhance service level performance
  • Establish governance processes, quality control mechanisms and performance benchmarks to ensure consistent reliable and scalable analytics outputs
  • Identify and resolve operational inefficiencies using root cause analysis, process optimization and performance monitoring
  • Ensure compliance with data governance, privacy, and regulatory standards within the insurance industry.
  • Continuously improve analytical processes and methodologies for greater speed, accuracy, and business impact.

• Technology Enablement & Innovation       
  • Leverage and expand the use of advanced analytics tools, predictive modeling, machine learning, and automation to modernize workforce management capabilities.
  • Partner with IT and data engineering teams to enhance data infrastructure, enable real time insights, and ensure analytics readiness.
  • Foster a culture of innovation by evaluating emerging technologies and driving experimentation and analytics methodologies

• Financial Impact & Business Value                 
  • Drive cost efficiency and labor optimization through data informed workforce strategies including capacity planning and labor forecasting and budgeting for near- and long-term outlooks.
  • Quantify the business value of initiatives through measurable outcomes such as cost savings productivity gains and customer experience improvements.
  • Collaborate with finance, HR, and Operations to align workforce investments with business plan and financial goals.

• Organizational Leadership & Talent Development                         
  • Lead, develop, and inspire your team of professionals with expertise in data science business intelligence and workforce management analytics.
  • Foster a high-performance team culture focused on continuous learning collaboration and accountability.
  • Build analytics capabilities through talent development, knowledge sharing, and strategic workforce planning

Required Qualifications

• Bachelor’s degree in Business, Operations, Engineering, Technology, Analytics, or related field; Master’s preferred.
• 5+ years of experience in large-scale workforce, operations, or business optimization roles, ideally in regulated or SLA-driven industries (e.g., healthcare, retail, insurance, logistics, financial services).
• Demonstrated success in developing and executing enterprise workforce strategies, aligning labor management with corporate goals.
• Strong labor management business acumen with a proven track record of building data driven actionable insights
• Exceptional communication skills with the ability to collaborate with peers, team leadership and operational stakeholders.
• Proven ability to design and lead an analytics team that produces shift models, workload balancing, and data acquisition and large data summarization competency.