Lead Director, Operations Support - Retail Customer Care

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

The Lead Director, Operations Support, Retail Customer Care Team will be responsible for leading the execution, optimization, and development of CVS’s strategic and operational plans for key Customer Care Programs via Process and Technology, Knowledge and Quality, and resource optimization. The Lead Director will oversee a team of leaders, comprised of Sr. Managers, Managers and Supervisors serving and supporting the Operations teams.

The Lead Director will also interact with various near shore and offshore Strategic partners, ensuring consistency across all workstreams and agents as well as negotiating contracts which will directly impact the cost to serve and budget. Additionally, the Director of the Customer Care Operations support team will be responsible for achieving budget and positioning the operations team to achieve service metrics.

The Lead Director will guide the Process and Innovation Team, driving the exploration and implementation of cutting-edge process improvements and technology initiatives that deliver a best-in-class customer experience while optimizing operational efficiency. You will lead a team that will develop data-driven solutions that support multiple business owners across CVS Health's portfolio. You will provide strategic oversight for technology enhancements and continuous improvement functions that ensure regulatory compliance while incorporating workforce management best practices. Working with geographically distributed teams, you will partner across functions to drive strategic initiatives that advance our contact center capabilities to cloud-based platforms and enable advanced AI solutions for our customer service colleagues.

The Lead Director will guide the Knowledge and Quality Team to evolve with the Process and Innovation Teams tools to improve the customer and colleague experience. Guiding the team to build better processes using new technology to equip colleagues to better support our customers, patients, and caregivers. This will ensure that our Clinical teams are supported to work at the top of their license and that our agents are informed and pointed to the right opportunities for customers.

The Lead Director will ensure the Analytics team provides insights and a perspective that steers various teams, both internal and external to the RCC, toward insights that improve the cost to serve and the colleague/customer experience. The Leader will ensure that the analytics team is equipped to play a large role in the continuous evolution of the RCC.

The Lead Director has the responsibility for driving consistencies in process, well as driving colleague engagement, customer experience, quality, and performance throughout the Call Center operation. The Lead Director will build and enhance leadership development and succession planning for the Contact Center to ensure we have the appropriate depth of exceptional talent to support current and future needs of an agile organization.

The Director is accountable for the performance and the results of the team and will adapt plans and priorities to address resource and operational challenges. You will contribute to department budgets, identify priorities, and allocate resources appropriately. The Director will apply in-depth understanding of how the team can serve the Enterprise and collaborate well with multiple levels of colleagues and types of work.

You will be responsible for growing the culture, engagement, performance, and reputation of the team you oversee. Creating a culture centered on inclusion and well-being will be a key responsibility in this role. You will create an environment where all colleagues see and feel the connection between their work and the customer experience. Caring for our colleagues is a top priority, which translates to caring for our customers. As Lead Director you will build and manage a cohesive unit, driving the success of the Contact Centers, ensuring the team feel a sense of pride, ownership, and excitement for the work they do. You will create an environment where all colleagues see and feel the connection between their work and the customer.

PRIMARY DUTIES AND RESPONSIBILITIES:

· Collaborating and solutioning with cross functional stakeholders to deliver results to meet business needs. Leads