Manager, Digital Operations – GPS & Plug In Applications

CVS Health • Hartford, CT

18d • $54,300 - $145,860

About The Position

The Manager of Digital Operations supports day-to-day operational execution for GPS and associated plug-in capabilities. With a strong working knowledge of Medicaid, the role focuses on ticket execution, intake governance, incident communications, testing support, and experience observations to ensure frontline operational needs are met efficiently and consistently. This is a hands-on, execution-focused role that is critical to maintaining platform stability and responsiveness.

Requirements

• At least 5 years of demonstrated problem-solving skills.
• At least 5 years of experience in application operations, production support, or digital platform support roles.
• At least 5 years of organizational skills, including the ability to manage intake, priorities, risks, and dependencies.
• At least 5 years of demonstrated strong verbal and written communication skills.
• At least 5 years of experience managing cross-functional work and competing priorities.
• Bachelor’s degree or equivalent work experience.

Nice To Haves

• Exposure to enterprise incident management models.
• Experience participating in Agile delivery teams.
• Operational experience with Medicaid.
• Familiarity with digital experience analytics tools such as Quantum Metric or similar.

Responsibilities

• Provide ticket and break-fix story support, working with Product and IT teams to ensure timely resolution.
• Manage operational intake as a gatekeeper for queues, service requests, and escalation routing, aligning prioritization with business impact and regulatory needs.
• Oversee tickets and analyze trends across GPS and integrated applications; identify systemic issues and drive root-cause remediation with Product and IT.
• Support IRT communications and the IRT lead by providing accurate updates, documentation, and stakeholder awareness during incidents.
• Partner with the Senior Manager and broader teams to ensure incident remediation actions are completed.
• Execute and support UAT, regression, and system testing for releases and enhancements.
• Validate solutions against documented use cases, operational flows, and Medicaid-specific needs.
• Review Quantum Metric data and provide observations on trends, defects, and experience friction.
• Escalate insights and opportunities to senior leaders and Product partners for action.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources supporting colleagues and their families, based on eligibility
• Eligible for a CVS Health bonus, commission, or short-term incentive program

What This Job Offers

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