Executive Director, Client Experience Engineering

CVS Health•Woonsocket, RI

1d•$175,100 - $334,750

About The Position

The Executive Director, Client Experience Engineering oversees the myPBM platform in CVS Health’s Pharmacy Services Segment. The role partners with business stakeholders, technology teams, vendors, and external partners to align technology solutions with strategic goals and objectives. It leads a cross-functional technology team supporting portfolio assets and large data workloads across Angular and Java, Azure, and Google Cloud. The executive sets and executes platform and modernization strategies, including establishing domain-based single sources of truth, adopting AI in business processes and software engineering, and reducing the cost of change through automation, faster delivery, scalability, and serviceability. The role establishes application development standards to modularize Client Experience functions and create domain services that support consistent client and member experiences. The position manages delivery quality, design, timelines, budgets, resources, vendors, and alignment with OKRs and KPIs. It also oversees client-facing systems and support operations, manages risk and regulatory compliance, resolves stakeholder issues and escalations, and develops talent while fostering innovation and continuous improvement. The role addresses organic growth, performance, and end-of-life technology challenges. It provides exposure to company operations and significant interaction with senior business leaders. The position requires a bachelor's degree in computer science, information systems, or a related field, or equivalent work experience. The stated base pay range is $175,100 to $334,750, with eligibility for a CVS Health bonus, commission or short-term incentive program and an equity award target. The full-time role is eligible for benefits including medical, dental, and vision coverage, paid time off, retirement savings options, and wellness programs, subject to eligibility.

Requirements

15 or more years of IT experience, including 4 years at Director level or above leading teams in application/system architecture and development on cloud technologies.
10 or more years managing client-facing systems across development, operational and production support, cross-functional resolution, executive reporting, and SLA adherence.
Skill in managing cross-functional issues and leading diverse teams without direct authority.
5 or more years leading and scaling support operations.
Experience with AI technologies.
Proficiency in cloud engineering and designing scalable, secure cloud infrastructure.
Strategic planning for enterprise applications focused on growth, performance tuning, and optimization.
Experience analyzing enterprise platforms to identify deficiencies and recommend improvements.
Experience with 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.

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.
Lead cross-functional technology professionals supporting portfolio assets and large data workloads on Angular and Java, Azure, and Google Cloud.
Partner with and co-lead the solution engineering discipline, guiding and mentoring talent in implementing solutions across technology platforms.
Collaborate with stakeholders to understand business processes, challenges, and objectives and translate these into implementation plans.
Assess issue risks and develop mitigation strategies to minimize client impact.
Build and execute the platform strategy for a best-in-class PBM solution.
Set strategic direction for modernization, 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 to modularize Client Experience functions and create domain services for consistent client and member experiences.
Manage delivery 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 business 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 and mobilize talent, fostering new skills and continuous improvement.
Address organic growth, system performance, and end-of-life software and hardware challenges while ensuring regulatory compliance.