Executive Director, Client Experience Engineering

CVS Health • Woonsocket, RI

24d

About The Position

The Executive Director, Client Experience Engineering oversees the myPBM platform in CVS Health’s Pharmacy Services Segment. The role aligns technology solutions with strategic goals by working with business stakeholders, technology teams, vendors, and external partners. It leads a cross-functional technology team supporting portfolio assets and large data workloads using Angular, Java, Azure, and Google Cloud, and applies cloud technologies to develop modern data domain solutions.

The position develops and executes a platform strategy and modernization vision, including establishing single sources of truth within domain contexts, adopting AI in business processes and software engineering, and reducing the cost of change through automation, faster delivery, improved technology relevance, scalability, and serviceability. It partners in leading the solution engineering discipline and guides and mentors talent across technology platforms. It also establishes application development standards that modularize Client Experience functions and create domain services for consistent client and member experiences.

The Executive Director manages delivery quality, design, schedules, budgets, resources, vendors, and alignment with OKRs and KPIs. The role maintains stakeholder and partner relationships, resolves issues and escalations, ensures compliance with company policies, standards, regulations, and controls, and addresses organic growth, system performance, and end-of-life technology challenges. It fosters innovation, strategic thinking, talent development, and continuous improvement, with extensive exposure to company operations and interaction with senior business leaders.

Requirements

• 15+ years of experience in IT, including 4 years at Director+ level leading teams in application/system architecture and development on cloud technologies.
• 10+ years managing client-facing systems in development, operational and production support, cross-functional resolution, executive reporting, and SLA adherence.
• Ability to manage cross-functional issues and lead diverse teams without direct authority.
• 5+ years leading and scaling support operations.
• Experience with AI technologies.
• Proficiency in cloud engineering and designing scalable, secure cloud infrastructure.
• Experience with strategic planning for enterprise applications, focusing on growth, performance tuning, and optimization.
• Experience analyzing enterprise platforms to identify deficiencies and recommend improvements.
• Experience in budgets, strategic planning, process enhancement, technical leadership, HR management, and staff development.
• Bachelor’s degree in computer science, information systems, or a related field, or equivalent work experience.
• Strong work ethic, proactive initiative, and high productivity in a dynamic, collaborative environment.

Nice To Haves

• Experience in modern full-stack development and API- and cloud-first technology implementations.
• Strong knowledge and experience in IT vendor management and IT service management methodologies and frameworks.
• Demonstrated leadership through transformation initiatives.
• Proven experience in product-led transformation and mature operations.
• Ability to build a high-performing team through formal training, diverse assignments, coaching, mentoring, and other techniques.
• Strong communication, collaboration, and stakeholder management skills, with the ability to influence and negotiate.

Responsibilities

• Oversee the myPBM platform in the Pharmacy Services Segment.
• Align technology solutions with strategic goals and objectives in partnership with business stakeholders, technology teams, vendors, and external partners.
• Lead a cross-functional team supporting portfolio assets and large data workloads on Angular, Java, Azure, and Google Cloud.
• Develop and implement modern data domain solutions using cloud technologies.
• Analyze use cases and create solutions that meet business needs.
• Partner in leading the solution engineering discipline and guide and mentor talent implementing solutions across technology platforms.
• Translate business processes, challenges, and objectives into effective implementation plans.
• Assess issue risks and develop mitigation strategies to minimize impact on clients.
• Build and execute a platform strategy to deliver a best-in-class PBM solution.
• Provide strategic direction for the modernization vision, including creating single sources of truth within domain contexts.
• Adopt and implement AI in business processes and software engineering.
• Reduce the cost of change, deploy automation, increase speed to market, enhance technology relevance, and ensure platform scalability and serviceability.
• Establish and implement application development standards that promote modular Client Experience functions and domain services for consistent client and member experiences.
• Manage overall delivery, ensuring quality, design, timeliness, budget adherence, and alignment with OKRs and KPIs.
• Oversee IT budgets, resources, and vendors delivering IT projects and services in alignment with OKRs.
• Communicate and collaborate with business stakeholders, vendors, and external partners; meet requirements and expectations and resolve issues or escalations.
• Ensure systems and applications comply with company policies, standards, and regulations; identify, assess, and mitigate risks and controls.
• Promote innovation and strategic thinking, encouraging new ideas and continuous improvement in business and technical processes.
• Develop talent and foster acquisition of new skills and continuous improvement.
• Address challenges involving organic growth, system performance, and end-of-life software or hardware while ensuring regulatory compliance.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources supporting colleagues’ physical, emotional, and financial well-being, based on eligibility
• CVS Health bonus, commission, or short-term incentive program eligibility
• Target award in the company’s equity award program

What This Job Offers

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