Executive Director, Client Product Service Management

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Position Summary
The Executive Director, Client Product Services is responsible for providing service management to clients of CVS Caremark who make use of (or are planning to make use of) various products supported by PBM Operations.  These products are distinct from CVS Caremark products that provide Prescription Benefit Plan offerings to members.  The products provide clients (or their delegates) with functionality to build and manage their plan set-ups, ensure the appropriate flow of Prior Authorizations and monitor the effectiveness of the benefit plans through the reporting of actual claims and rejections.  The Executive Director will be responsible for ensuring that all Clients are provided appropriate support and education to make the most effective use of these products as well as ensuring that the roadmaps and future plans for these products are presented to clients so that they can make the necessary decisions and plans to deploy them.  Additionally, the Executive Director will provide direct support to key clients who ‘self serve’ on the Prior Authorization platforms, liaising directly with senior management at the client to ensure that their needs are being met and that the service provided by PBM Operations meets all expectations. 
 

You'll make an impact by:

• The Executive Director, Client Product Services will lead a team responsible for ensuring that all PBM Products (i.e. those products that support the PBM clients during implementation and maintenance of business (distinct from Caremark Products which primarily service the members of PBM clients) are represented appropriately to clients
• The role requires the Executive Director to manage the PBM Ops relationship with senior management of several ‘key’ clients who make extensive use of the Prior Authorization platforms to manage their benefit processing.  The Executive Director will be the single-point-of-contact and escalation for these clients and will ensure that the service provided (by the products and the associated support) exceeds the clients’ expectations.
• The Executive Director will work directly with the Product Owners of the various PBM Ops Products to ensure that client feedback informs the on-going development of those products and also that the roadmaps for each accurately reflects the direction and expectations being set with the clients
• For the MyPBM product specifically, the Executive Director will ensure that all existing client set-ups are transitioned appropriately to automation and subsequently that the clients are supported as they use the MyPBM platform to specify their plan requirements and details
• The Executive Director will work directly with the leadership of the Account Management (for Maintenance of Business clients) teams and the New Client Implementation (for new business) teams to ensure that appropriate support is being provided to clients during initial and subsequent plan design processes
• Travel as required to CVS and Client locations

Required Qualifications

• 10 years of progressive leadership experience, leading leaders, and driving team to successful completion of goals and metrics
• 10 years of experience building effective relationships with Clients’ senior management
• 12 years of experience creating, and overseeing, a disciplined and standard approach to defining and socializing Product Roadmaps
• Driving demanding schedules for the automation of client plan set up
• Influence clients to adopt PBM Ops Products effectively
• Build robust processes that guarantee consistent service management
• Ability to work Hybrid Model (in office Tuesday / Wednesday / Thursday)
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Preferred Qualifications

• Plan Set Up process used to configure Caremark systems to effect client plan intentions
• Knowledge of the various ways clients use the PBM Ops products – especially those that ‘self serve’
• The Product Management Lifecycle