Senior Manager, Client Operations

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.

Summary

The Client Operations team manages operations to meet client expectations.  The primary focus is on client communication, complex problem management and creating efficiency. The Senior Manager of Client Operations leads a team of analysts who support the relationships with our health plan partners and key internal stakeholders across Client Success and Go-to-Market.  The Sr. Manager is one of the contact points for all key stakeholders that the team interacts with including the Data, Production, Print/Mail Operations teams among others.

Roles & Responsibilities

• Lead conversations with clients about operational objectives and results - including production, reporting, member journey.

• Have critical conversations with clients about timing and expectations for problem resolution and what requests we are not able to meet.

• Track and report to clients on deliverables, action items, blockers.

• Builds and maintains strong relationships with key stakeholders to ensure alignment of efforts and coordination to drive outcomes and effective client communication

• Lead cross-functional problem management to drive resolution to meet client expectations.

• Partner with senior account management leaders and regional leadership to maintain client priorities.

• Prioritize client issues to maximize business success balanced with client and member satisfaction.

• Break ties for prioritization when there are multiple demands for work to maintain client satisfaction.

• Drive new client and program implementations.

• Contribute to the strategic vision of the client operations team including budget planning, forecasting, headcount and development of departmental objectives 

• Lead cross-functional team across business functions - inspiring teamwork, accountability, client obsession.

• Successfully coach teams, manage performance and develop teams

• Responsibilities for the team that the will have oversight for include:

  • Reconciliation efforts to ensure all client deliverables meet or exceed SOW requirements

  • Oversee client meeting documentation: data entry, meeting minutes, action items in support of Client Success Managers and Executives

  • Oversight of the client direct mail campaigns

  • Monitor success and serve our clients through managing and the completion of several ad-hoc reporting projects

  • Quality assurance for reports and deliverables; report manipulation based on client requirements

  • Forecast and communicate updates and escalations with internal stakeholders in support of client programs

  • Ticket submission and tracking for client requests directly related to the success of the program

  • Manage process for internal tracking, documentation, and client response formulation for member grievances

  • Backup support and account coverage in the absence of the Client Success Executive or Manager to ensure an internal resource is available at all times

Basic Qualifications:

• Bachelor’s degree in business, economics, operations management or related field

• 10+ years of relevant work experience

• Experience leading teams in a cross-functional setting 

• 7+ years of experience being client facing experience managing multiple clients and their needs

• Proven track record of reviewing and organizing data and ability to convey information leveraging data.

• Experience using Google Suite (Gmail, Sheets, Slides)

• Ability to clearly articulate via verbal and written communication

• Self-starter and able to work independently in a fast-paced environment

• Experience managing tight timelines, de