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 Manager, Client Operations will be one of the contact points for all key stakeholders that the team interacts with including the Data, Production, Print/Mail Operations and Client Success Manager teams among others.
 

Roles and Responsibilities:

• In partnership with account managers and Region Client Operations Leads, have critical conversations with clients about timing and expectations for problem resolution and what requests we are not able to meet.

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

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

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

• Support new client and program implementations.

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

Responsibilities for the team that you 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

• 4+ years of relevant work experience - people leadership experience is highly preferred

• Proven track record of reviewing and organizing data in Excel 

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

• Ability to clearly articulate via verbal and written communication

• Experience managing tight timelines, deliverable schedules and a diverse set of internal stakeholders to meet expectations even without explicit control of all inputs needed

Preferred Qualifications:

• National / Premier Client facing experience is preferred but not required

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

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$60,300.00 - $132,600.00

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 relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong