Client Operations Manager

CVS Health

22h

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Requisition Job Description Overview: In this role you will be one of the main 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 the Manager 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

Requirements

• Bachelor’s degree in business, economics, operations management or related field. An equivalent combination of experience and training may be considered instead of a formal degree.
• 4+ years of relevant work experience with people leadership experience 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

Nice To Haves

• Client facing experience preferred but not required
• Self-starter and able to work independently in a fast-paced environment

Responsibilities

• 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

Benefits

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level