Sr. Manager, Project Management

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Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

We are currently recruiting top talent for our Sr. Manager, Project Management role in our Medicare Member Advocacy Center (MAC Team), within the Stars Member Experience team. The Member Advocacy Center (MAC Team) is an elite team in Medicare Stars that conducts various high-touch omnichannel campaigns to deliver a differentiated member experience that closes gaps in care, provides a human connection with the member and proactively assist in navigating their health plan benefits. We are the knowledgeable and trusted advocates for our members. The key to our success is our talent.

This position will be accountable and responsible for executing on the Stars mission for improving member experience, encompassing CAHPS, member retention, and star ratings. This position may require the management of a team, and they will also be responsible for member retention initiatives, member engagement oversight, omnichannel management, continuous improvement planning, and data analytics. The Sr. manager work results in initiatives that significantly impact organizational strategy, enabling the organization to be competitive in the marketplace and effectively serve its customers; to include profitable growth, retention, and improved organizational effectiveness.  This position requires a high degree of empathy, strategy, desire for process improvement, organization, analytics, and innovation.

A Sr. Manager, Project Management is/will:

• Proactively leads a program and/or complex projects by setting strategic direction for member engagement experience during the full member journey; onboarding, ongoing support, and retention.

• Direct the day-to-day complex business operations to support the organization's goals and objectives by administering processes and assignments for member engagement omnichannel outreaches.

• Develops reports for the organization regarding current business trends and best practices preparing analysis for senior management, stakeholders, and clients.

• Collaborates internally and externally with clients and senior management regarding the organization's goals and objectives. Advises the internal and external department point of contact ensuring concise communication with employees, stakeholders, and members of the senior management.

• Identify gaps and issues and recommend enhancements related to new and/or existing products, services and workflows based on broad view of the organization. Develops recommendations based on complex data and root cause analysis.

• Develops, provides input, and implements strategic business plan to achieve business goals designed to enhance the member experience.

• Handles and manages files, reports, and financial records, and department record retention.

• Authorizes processes for performance appraisals within the business consulting department ensuring compliance and continuous improvement.

• Responsible for overall supervision and leadership of a team that attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together.

• Evaluates performance through regular, timely feedback to ensure delivery of exceptional services and engagement, motivation, and team development.

• Serve as a Subject Matter Expert.

Required Qualifications:

• 3-5 years of Medicare knowledge

• 3-5 years of leadership experience

• 1-3 years of data analytics experience

• Adept at problem solving and decision making skills

• Skilled at collaboration and teamwork

• Growth mindset (agility and developing yourself and others)

• Expert at execution and delivery (planning, delivering, and supporting) skills

• Excellent verbal and written communication skills

• Strong Microsoft Office Suite knowledge

Preferred Qualifications:

• 3-5 years related work experie