Manager - Client Operations (IC)

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.

Position Summary
The Manager of Client Operations is responsible for providing technology support for contracted clients within the Pharmacy Services Segment (PS) of DDAT for all Lines of Business (Commercial, Medicare, Medicaid, and affiliated clients). In this role, you will serve as an intermediary between PBM clients, the IT organization, and other internal functional areas, predominantly Sales, Account Management, and Implementations. This person is accountable for providing superior service to members, developing and maintaining positive relationships with client resources, managing critical technology issues, and understanding custom client IT work. Specifically, this manager will act as a voice for the client within the organization, communicating technology opportunities, needs, and concerns to internal teams like Product and Engineering. A successful candidate will need to quickly build relationships with key internal stakeholders to identify and leverage operational efficiencies, as well as build relationships with client contacts to understand their needs and deliver quality results. 

Personal Attributes: 

• Thrives in a dynamic, high-pressure environment where teamwork and personal drive are essential to success
• Strong desire to build a network of relationships with clients and key stakeholders
• Comfortable presenting to large groups of attendees, including developing and presenting slides or other information to accomplish goals
• Influential on cross-functional teams within a large, matrix organization
• A resourceful individual with a drive to ensure that CVS Health maintains its position as a leader in the healthcare marketplace
• A critical and logical thinker with the ability to analyze problems and define solutions
• Interest to deeply understand and comply with internal and external rules, policies, and regulations
• Flexible and responsive to unexpected requests and the ability to adhere to both known and unexpected deadlines with quick turnaround
• Comfortable managing multiple tasks simultaneously and with the flexibility to adjust priorities to meet deadlines with initiative and a sense of urgency
• Exhibits decisiveness and good judgment, even in ambiguous circumstances

Client Advocacy & Relationship Management

• Build and manage the IT client relationship by acting as a single liaison and advocate between IT and the Account Management Team.
• Provide ongoing IT support and analysis to both the client and business by gaining a thorough knowledge of clients’ architecture and custom IT work.
• Communicate scheduled and unscheduled application outages to assigned client(s).
• Facilitate meetings with both technical and business audiences, often across multiple functional departments.
• Prepare materials and presentations for the client team in a way that adds value and is easily understood by others who may not have the same background or expertise.
• Contribute to various levels of client reporting and presentations.
• Coordinate highly escalated member and client issues to ensure consistent, data-driven communications and sustainable resolutions.

Technology & Operations Support

• Coordinate client support and triaging efforts for both production and lower-level environments.
• Act as a resource for the production support team and manage stakeholder communications, including client-facing communications and SLAs.
• Drive ticket escalations to address concerns in a timely manner through the appropriate channels. Partner with other enterprise teams like infrastructure, engineering, quality, change management, incident management, etc. for issue resolution.
• Support annual Welcome Season activities on 1/1 and monthly Go-Lives by attending business and IT calls, speaking on behalf of the IT organization, and making sure all tickets are resolved in the applicable SLAs. Provide and maintain on-call support plans for the team.
• Follow internal CVS Health processes around testing, release, and change management.
• Other duties as requested.

Portfolio & Risk Management

• Manage initiativ