Manager, Process

CVS Health

1d

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary As a member of the CSX Flagship Forums, you will play a critical role in driving Service Excellence meetings that bring together colleagues from across the PBM and the broader CVS Health organization. These cross-functional sessions are designed to identify root causes of client and member challenges, foster meaningful dialogue, and move beyond issue mitigation to develop durable, long-term solutions for our colleagues. In this role, you will help shape the effectiveness of these forums by determining appropriate topics and timing, supporting business partners with data gathering and session readiness, and ensuring high-quality, outcome-driven conversations. You will also be responsible for capturing clear, durable commitments resulting from each meeting, helping ensure accountability and sustained improvements in client service and operational performance. Candidates must be able to manage timelines, agendas, and action items to ensure appropriate attendees, materials, and follow-up items are prepared and delivered in a timely manner.

Requirements

• Adept at execution and delivery (planning, delivering, and supporting) skills.
• Adept at collaboration and teamwork.
• Adept at problem solving and decision-making skills.
• Adept at growth mindset (agility and developing yourself and others) skills.
• Adept at business intelligence.
• 5+ years of PBM operations and client service process management
• 3+ Facilitating cross-functional meetings and workshops.

Nice To Haves

• Proven working knowledge of root cause analysis and continuous improvement methodologies.
• Experience collaborating with multiple stakeholders to execute priorities.
• Experience moving between functions, lines of business, or industries.

Responsibilities

• Driving Service Excellence meetings
• Identify root causes of client and member challenges
• Foster meaningful dialogue
• Move beyond issue mitigation to develop durable, long-term solutions
• Determine appropriate topics and timing
• Supporting business partners with data gathering and session readiness
• Ensuring high-quality, outcome-driven conversations
• Capturing clear, durable commitments resulting from each meeting
• Helping ensure accountability and sustained improvements in client service and operational performance.
• Manage timelines, agendas, and action items

Benefits

• This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.
• The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees