Senior Manager, Program Escalations & Defect Management

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.

Position Summary

As a Senior Manager, Program Escalations & Defect Management for CVS Health, you will be a collaborative and results-oriented leader who will partner across the organization to triage and resolve the Payor solutions portfolio’s complex technological and operational challenges. You’ll need to be a strategic individual who can navigate complex technological and operational challenges with agility and precision in a fast-paced and dynamic corporate environment. This role requires strong partnership and engagement across all aspects of the Product Enablement team, as well as coordination with the partners within the larger Payor Solutions & Life Sciences Organization.   

As an ideal candidate you’ll be a skilled communicator, capable of translating technical issues into clear, actionable insights for diverse audiences, including business stakeholders, product teams, and technical partners. You will lead cross-functional coordination efforts, ensuring timely and effective issue intake, prioritization, and resolution. You’ll provide strategic leadership and direction to a team of managers, fostering a collaborative environment that drives performance and achieves organizational goals.

Success in this role requires deep experience working across product, technical, and account management functions, as well as a strong ability to assess issues at both strategic and tactical levels.

Specific workstreams this individual is responsible for include:

Production defects intake and triage 

• Designing and implementing a scalable, end-to-end defect management process that enables efficient intake, triage, evaluation, analysis, and resolution of production defects. Individual should have experience building solutions for internal audiences that are able to scale.
• Developing a thorough prioritization framework to handle a myriad of intakes but provide sound and strategic direction on rank order of production defects submitted.  
• Development of SLAs for defect intake, triage, and resolution and ensuring the team adheres to SLAs.  

Production defect resolution 

• Act as the point person for Payor Solutions to advocate on behalf of products, members, and clients for resolution when defects are identified.  
• Accountable for identifying the right partner to work with, the right processes to follow, with and ultimately accountable for driving issues to resolution as well as communicating impact, root cause, and remediation strategies to a Business audience.
• Partner with, and advocate to, Product team leads when additional support or processes are needed to resolve issues, meet client commitments, and retain product integrity.  
• Partner with Product team leads to obtain deep subject matter knowledge on all products in the portfolio to be able to navigate all defects submitted.  

Required Qualifications

• 7+ years of experience in Program or Product Management within the Healthcare field. 
• 4+ years of experience leading a team, either directly or indirectly.
• 1 year of experience working with a geographically diverse team of primarily Work-from-Home colleagues. 

Preferred Qualifications

• Experience working with varying levels of stakeholders, including senior leadership, department leadership, and technical partners. 
• Experience with product management and/or technical product management.
• Experience with payor agnostic products, payers, and operations with the ability to solve complex problems through people in other functional organizations. 
• Extensive experience leading cross-functional initiatives and driving innovation. 
• Experience facilitating buy-in and engagement across diverse stakeholder groups. 
• Ability to anticipate risks and mitigate effectively. 
• Ability to develop and execute strategic and tactical business plans. 
• Ability to exercise sound business judgment to achieve proper balance between objectives and stakeholder engagement. 
• Excellent interpersonal communication skills, including active listening, self-management and awareness, emotional intelligence, and ability to flex interpers