Manager,Project Mgt (IC)

CVS Health•Work At Home-Connecticut, MI

4d•$66,330 - $145,860

About The Position

The Manager, Project Program Management is a strategic leader responsible for driving complex, cross-functional initiatives that improve operational performance, customer experience, quality outcomes, and business results. This role serves as a catalyst for transformation by challenging the status quo, identifying opportunities for sustainable improvement, and leading the design and implementation of scalable solutions across multiple business programs and operational functions. This position requires a forward-thinking leader who can look beyond immediate fixes to create long-term, sustainable processes and workflows that deliver measurable value. The successful candidate will serve as an agent for change, leveraging project and program management expertise, structured problem-solving, and continuous improvement methodologies to influence stakeholders, drive adoption, and achieve meaningful outcomes. The role manages a portfolio of initiatives spanning process improvement, customer experience, operational quality, issue remediation, readiness planning, and high-volume seasonal business support. The individual must possess strong business acumen, Commercial or Medicare Service Operations knowledge, and the ability to lead organizational change across diverse stakeholder groups.

Requirements

5+ years of experience in healthcare, managed care, health insurance, operations, or related industries
3+ years of experience leading complex projects, programs, or business transformation initiatives
Demonstrated experience utilizing project management methodologies to deliver measurable business outcomes
Experience applying structured continuous improvement methodologies such as DMAIC, Lean, Six Sigma, or similar frameworks
Strong knowledge of Commercial or Medicare service operations
Proven ability to identify root causes, challenge existing processes, and implement sustainable solutions
Experience leading cross-functional initiatives with multiple stakeholders and competing priorities
Strong analytical, problem-solving, and critical-thinking skills
Strong written, verbal, and presentation communication skills
Ability to manage ambiguity and navigate complex organizational environments
Proficiency with reporting, analytics, and data visualization tools
Advanced Microsoft Office skills, including PowerPoint, Excel, Visio, QuickBase, and collaboration tools such as Teams

Nice To Haves

PMP (Project Management Professional) certification
Lean Six Sigma Green Belt, Black Belt, or equivalent continuous improvement certification
Experience managing enterprise-wide or highly complex business transformation initiatives and operational performance improvement
Strong knowledge of Commercial, Medicare and Medicaid healthcare operations, claims processing, customer service operations, quality, or other related business functions.
Experience supporting work involving customer interaction review, service issue remediation, operational quality analysis, and readiness planning
Experience conducting root cause analyses, process redesign activities, and workflow mapping
Experience supporting high-volume or seasonal operational initiatives requiring extensive planning, coordination, stakeholder alignment, and execution readiness
Strong business acumen with the ability to connect operational improvements to strategic business objectives
Experience with QuickBase development, workflow automation, business reporting, or project portfolio management tools

Responsibilities

Lead multiple complex programs and projects simultaneously from ideation through implementation and value realization
Evaluate current processes, workflows, and operating models to identify opportunities for sustainable improvement, simplification, automation, and risk reduction
Challenge existing practices and drive innovative solutions that improve operational performance and customer outcomes
Apply DMAIC, Lean, Six Sigma, and project management methodologies to solve complex business problems and improve process effectiveness
Develop future-state processes, governance models, and operating frameworks that support long-term scalability and business growth
Develop and maintain comprehensive project and program plans, including scope, milestones, dependencies, risks, resource requirements, and success metrics
Ensure alignment of initiatives with organizational goals, strategic priorities, and operational objectives
Manage business cases, resource planning, timelines, and financial tracking activities
Monitor performance against goals and proactively address roadblocks to ensure successful delivery
Establish and maintain governance structures, reporting frameworks, and leadership communications
Lead change efforts that support successful adoption of process, technology, and operational improvements
Influence stakeholders across multiple levels of the organization, including operations, quality, compliance, training, technology, and other business partners
Drive stakeholder engagement through effective communication, training strategies, and change readiness activities
Facilitate root cause analyses, and solution design sessions to accelerate decision-making and execution
Analyze operational, quality, and customer experience data to identify trends, risks, opportunities, and improvement recommendations
Develop dashboards, reports, and performance metrics to measure program success and business impact
Translate complex data into meaningful insights and actionable recommendations for leadership
Monitor KPIs and ensure programs achieve targeted outcomes
Strengthen operational quality by identifying execution gaps, process breakdowns, and areas where greater standardization is needed
Partner with business teams to implement corrective actions that improve consistency, reduce rework, and support sustainable operational performance
Support operational readiness activities for new processes, tools, or business changes to ensure smooth implementation and adoption
Coordinate across functions to address time-sensitive operational needs and maintain continuity during high-volume periods
Promote a culture of accountability, continuous improvement, and operational excellence
Mentor project leads and business partners while fostering a culture of continuous improvement
Share best practices and strengthen project and program management standards across teams
Lead cross-functional teams without direct authority while driving accountability and results
Build strong partnerships across business, operations, technology, compliance, quality, and customer experience functions