Inbound Communications and Channel Operations Manager

CVS Health

4d

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 The Manager on the Inbound Communications & Channel Operations will play a critical role in shaping and executing communication strategies that support operational excellence and enhance patient and colleague experiences. This role will lead initiatives that broadcast Conversational AI insights and capabilities to patients, colleagues, and third parties. Key responsibilities include managing field communications, supporting executive complaint investigations, driving data insights, and collaborating with cross-functional partners to deliver scalable solutions. The colleague will ensure alignment with leadership, maintain program documentation, and influence prioritization of enhancements that improve workflow and customer satisfaction.

Requirements

• 3+ years of total business/healthcare experience.
• 1+ years of experience leading cross-functional teams and initiatives with a high degree of complexity.
• 1+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions.
• 1+ years leveraging data to support strategic plans and return on investment.
• Previous experience working in a CVS store or within the field strongly preferred.
• Bachelor's degree or equivalent experience preferred.
• Strong executive presence and ability to influence without authority.
• Excellent verbal and written communication skills, including presenting to senior leaders.
• Ability to manage multiple priorities and navigate ambiguity to achieve goals.
• Travel requirements - up to 25% travel expected.

Nice To Haves

• 5+ years of total business/healthcare experience.
• 3+ years of experience leading cross-functional teams and initiatives.
• Advanced knowledge of retail business operations, including in-store pharmacy experience.
• Expertise in MS Office Suite, including advanced Excel and PowerPoint capabilities.
• Proven track record of high performance and ability to lead by example.
• Basic familiarity with SQL.

Responsibilities

• Strategic Planning - 20%
• Develop and execute communication strategies for new enhancements, including field and store communications, job aids, FAQs, and leadership materials.
• Gather and implement colleague and patient feedback to inform IT enhancements, reporting, and workflow prioritization.
• Provide quarterly workload submissions for upcoming field and store communications and training.
• Partner with key stakeholders to align strategies and ensure successful deployment of initiatives.
• Monitor and report on program metrics, providing bi-weekly leadership updates.
• Evolution and Maintenance of Program - 50%
• Investigate and respond to executive complaints, Board of Pharmacy inquiries, and Attorney General investigations.
• Monitor communication channels, identify emerging themes, and ensure knowledge resources remain current.
• Maintain and update product feature documentation and related program materials on a regular cadence.
• Partner on initiatives that enhance program alignment and improve calculation or reporting processes.
• Provide updated content for workforce planning and participate in periodic operational reviews.
• Stakeholder Influence and Data Insights - 20%
• Advance a scalable, actionable, and customizable data insights product leveraging inbound patient communication channels (MTP, Voicemail, IVR, 2-way SMS) to provide Voice of the Customer data.
• Lead the presentation of insights and potential solutions to stakeholders across Operations, Product Development, and Trade to influence prioritization of downstream work.
• Collaborate with cross-functional teams to identify and implement improvements that enhance patient and colleague experiences.
• Drive change agility and foster collaboration across departments to achieve organizational goals.
• Culture of Self Development - 10%
• Promote a culture of inclusion and well-being, ensuring alignment with CVS values.
• Encourage continuous development through enterprise tools such as DevelopU and LearningHUB.
• Act on feedback from development sessions and prioritize growth beyond current role.

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