Executive Director, Client Quality

CVS Health • Buffalo Grove, IL

14d

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. As a key member of the Digital, Data, Analytics and Technology (“DDAT”) team, this role will join a dynamic organization committed to the acceleration of business growth, enhancement of the customer experiences, and enablement of operational efficiencies by powering CVS Health to be a ‘digital first, technology forward and data driven’ company. With a commitment to a ‘Startup within a large company’ culture, DDAT is at the center of CVS Health transformation. CVS Health is recruiting for an Executive Director, Client Quality. This role reports to the AVP, Client Services and will support the Client Quality team. The Executive Director, Client Quality will provide strategic leadership and overall direction for the Client Quality team, including setting the client quality strategy, defining goals and Objectives and Key Results (OKRs) and optimizing the organizational model to deliver on our commitments to client quality. This person is accountable for creating and enhancing Pharmacy Solutions(PS) DDAT test environment monitoring, governance and issue management. This includes policies and procedures, execution of key projects and programs, as well as test data delivery across test environments. They will ensure that all test-related contractual obligations are understood and fulfilled, including but not limited to adherence to Performance Guarantees. They will support project teams and the pharmacy operations testing team with test environment support including test data delivery. A successful candidate in this role will have a strong engineering and quality background and will work in a cross functional team in a large matrix organization. This candidate will need to build relationships within the organization to understand needs and deliver results.

Requirements

• 15+ years of overall work experience with a concentration in quality assurance and engineering role(s)
• 5+ years of experience in leading organizational change and quality improvements, with a focus on metric driven decision making and monitoring
• Strong track record of effective communication; Excellent written and verbal communication skills, particularly the ability to convey information in an accessible, concise, and clear manner
• Customer centric, creative and strategic; prior customer facing experience is preferred
• Ability to navigate complex, multi-stakeholder client environment
• Highly collaborative and communicative leader with experience working in fast-paced, multi-functional team environments
• Experience developing and maintaining excellent relations with executives, customers, operations, and staff at all levels
• Ability to work independently and efficiently with minimal supervision, with proven decision making, analytical and critical thinking skills
• High energy level; comfortable performing multi-faceted projects in conjunction with day-to-day activities
• Approaches challenges with a sense of urgency, ability to work well under pressure and take direction
• Bachelor's Degree Required

Responsibilities

• Setting the strategy and goals for the Client Quality team, including OKRs and key performance indicators
• Set the strategic direction for test environment management and expansion to meet client and PS DDAT testing needs
• Set the strategy and establish the client quality test execution framework for PS DDAT teams, focusing on test environment stability and availability
• Oversee test environment governance and issue management, driving best practices and holding engineering and infrastructure teams accountable for maintaining test environment stability
• Develop tools and processes to provide real time visibility to client testing activities – which clients are executing testing in the test environments and what are they testing
• Lead the planning and execution of test data delivery improvements, including integrating AI and automation capabilities
• Partner across DDAT to ensure the successful planning and execution of Welcome Season testing
• Ensure that the Voice of the Customer direct feedback is incorporated into ongoing operational process improvements and development opportunities
• Partner with PS DDAT leadership to develop and deliver strategy updates on test environment programs

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: Executive
• Number of Employees: 5,001-10,000 employees