Operational Readiness Program Manager

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.

Job Summary:

The Operational Readiness Program Manager is a project/product management role. The mission of this role is to ensure preparation for Your Aetna Virtual Assistant to be activated. Your Aetna Virtual Assistant (YAVA) is a conversational AI bot that is the strategic replacement for the traditional IVR that is in place today. This position is responsible for defining the roll out plan with our business and product teams while considering the features that are needed and ensuring it aligns with overall strategy and execution in the following areas:

Operational Readiness – fostering preparedness of operational standards and practices

• Promote a readiness plan related to operations and continuity.

• Formulate documents and processes to support readiness.

• Facilitate communication plans to achieve preparedness.

• Enforce standards to maintain business continuity.

Continuous Improvement – Finding new opportunities that foster process improvement and growth

• Facilitate improved coordination between affected partners.

• Conduct internal assessments and gap analysis.

• Champion change management with additional communication assets.

KEY RESPONSIBILITIES

• Operational readiness for YAVA supporting over 1,800 toll free numbers

• Continuous improvement opportunities for YAVA related to >30M calls per year

• Liaison to Account Manager teams, Legal, Compliance, WFM, etc.

• Marketing artifact support and creation for YAVA

• Discover and articulate key uses cases and requirements to Product team to inform SAFe Agile features.

• Assures product strategy is followed from internal pilots to external launch.

• Propose features that offer alignment across platform priorities.

• Maintain strong relationships across key stakeholders and constituents.

• Escalate risks and issues to program backlog to stakeholder along with providing recommendations on tradeoffs and solutions.

• Collaborate with Product team on feature acceptance criteria.

• Responsible for release definition as well as works with release management, where applicable, to decide when enough value has been accrued to warrant a release to the customer.

• Attend various program ceremonies, e.g. demos

• Set goals in the assessment of Metrics, including evaluation of business value achieved versus plan. 

• Provide subject matter expertise on rollout plans and implementation to stakeholders and scrum teams.

Required Qualifications

• Healthcare experience

• Project Management experience

• 2+ years' marketing experience

• Ability to deliver convincing business case recommendations to senior management.

• Success meeting the needs of a diverse set of internal business stakeholders.

• Intermediate Power Point deck creation and presentation experience

• Intermediate Excel knowledge

Preferred Qualifications

• AI experience

• Call Center leadership

• Plan sponsor experience

CRITICAL SKILLS/COMPETENCIES

• Strong critical thinker who makes balanced, insightful decisions.

• Outstanding verbal and written communication skills.

• Demonstrated collaborative style, with ability to find solutions

• Ability to work independently and self-organize. 

Education

• Bachelor's Degree or Equivalent Work Experience

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$83,430.00 - $222,480.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other