Customer Relations Call Center Manager

CVS Health

4d • Remote

About The Position

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 We are seeking a strategic and highly experienced Customer Relations Operations Manager to lead a large, complex, virtual call center organization. In this role, you will oversee 10+ frontline supervisors and 200+ customer-facing and offline specialist colleagues supporting multi‑skill inbound operations including escalations, pharmacy support, fraud prevention, payment transactions, and blended offline work such as plan grievances, Medicare/Medicaid inquiries, email support, and customer insights. You will play a critical role in driving operational excellence, leveraging analytics and AI‑powered insights, strengthening frontline leadership capability, and improving the overall customer experience across multiple channels.

Requirements

• 5+ years of leadership experience in a call center environment.
• Demonstrated sense of urgency, energy, and enthusiasm.
• Advanced skills in Microsoft Office Suite (PowerPoint, Excel, Word, Access).
• Proven ability to lead diverse teams, assess and develop talent, and balance competing priorities.

Nice To Haves

• 2+ years of experience in healthcare or the retail pharmacy industry.
• Experience leading large multisite or virtual contact center operations.
• Experience with AI‑driven QA tools, speech analytics, or workflow automation platforms
• Familiarity with Lean/Six Sigma or continuous improvement methodology
• Experience partnering with WFM, Quality, Compliance, and Product teams
• Master's Degree preferred.

Responsibilities

• Lead, coach, and develop a large operational organization including 10+ frontline supervisors and 200+ colleagues supporting inbound customer service, escalations, pharmacy inquiries, fraud prevention, payment transactions, and blended offline workstreams (grievances, Medicare/Medicaid, email operations, customer insights, etc.) in a virtual, omnichannel setting.
• Oversee daily operations and performance across multiple customer contact channels including phone, email, escalations, pharmacy support, fraud, payments, and regulated healthcare workflows.
• Use advanced analytics, dashboards, and AI-driven insights to guide decisions, improve efficiency, reduce customer friction, and ensure service reliability.
• Partner cross-functionally with Workforce Management, Quality, Analytics, IT, Pharmacy Ops, Compliance, and vendor partners to optimize performance and drive continuous improvement.
• Present actionable insights and recommendations to senior leaders and stakeholders.
• Lead strategic operational initiatives to streamline processes, enhance agent experience, and elevate customer outcomes through automation, policy refinement, and collaboration with IT, Workforce Management, Analytics, and Compliance teams.
• Build leadership bench strength by coaching supervisors on performance management, analytics literacy, change leadership, and operational excellence.
• Drive achievement of key performance indicators (KPIs), partnering with vendor support teams and championing process improvements.
• Foster a collaborative, high-performing environment that values diversity, career development and professional growth.

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.
• For more information, visit https://jobs.cvshealth.com/us/en/benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees