Senior Manager, AI Process Innovation and Technology

CVS Health • Island, KY

4d

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 the Senior Manager of AI Process Innovation and Technology (PIT), you will provide strategic leadership in the exploration, development, and implementation of advanced technology solutions that transform our contact center operations. You will drive the strategic vision for integrating innovative technologies such as, but not limited to the following (IVA, AI Agents, etc.) to deliver exceptional customer experiences while optimizing operational efficiency. In this role, you will oversee critical contact center systems, lead technology maintenance initiatives, and implement process improvements that enhance agent productivity, streamline workflows, and enable intelligent self-service capabilities across CVS Health's portfolio. You will serve as the strategic voice for technology transformation initiatives, implementing organizational methodologies such as Agile/Lean Six Sigma while effectively communicating technology-driven insights through executive-level presentations. Working with geographically distributed teams, you will partner across functions to drive strategic initiatives that advance our contact center capabilities to cloud-based platforms and ensure the stability, reliability, and continuous improvement of our technology infrastructure.

Requirements

• Demonstrated experience building and administration of AI Agents in a large-scale environment
• 5+ years in a strategic Technology, Business Intelligence, or Process Innovation leadership role
• 5+ years leading cross-functional technology implementation teams
• 3+ years demonstrated experience with contact center technologies such as Five9, IEX, etc.
• Strong understanding of contact center infrastructure, including telephony systems, IVA, CRM, AI developed automation, and workforce management tools
• Demonstrated experience developing technology strategies and roadmaps for large organization
• Demonstrated Change Readiness expertise with focus on AI Literacy

Nice To Haves

• Experience designing and implementing technology governance frameworks and system maintenance practices
• Demonstrated experience utilizing AI agents to drive improved customer experience
• Experience with AI and Machine Learning applications in contact center environments
• Agile Scrum or Lean Six Sigma certification
• Strong organizational skills with demonstrated ability to manage multiple technology initiatives simultaneously
• Excellent communication skills with ability to present complex technical concepts to executive audiences
• Experience with CCaaS platforms and cloud migration strategies
• Experience in BCP incident management and root cause analysis for operational technology issues

Responsibilities

• Develop and execute the enterprise technology strategy for Contact Center operations across Retail Customer Care, ensuring alignment with broader organizational goals and technology roadmaps
• Provide strategic oversight for critical contact center systems including IVR, CRM, Telephony platforms, AI Innovation, Workforce Management tools, and Quality Monitoring Systems
• Lead system maintenance planning, upgrade initiatives, and technology refresh cycles to ensure optimal performance and reliability of contact center infrastructure
• Oversee and balance resource allocation across product owners to ensure optimal productivity and alignment with strategic technology initiatives
• Provide executive-level thought leadership in identifying technology-driven continuous improvement opportunities, operational efficiencies, and cost reduction initiatives
• Collaborate with executive-level Operations, Client Success, Strategy, Product, & Technology leaders to drive AI-powered Innovation in customer and colleague experiences
• Partner with enterprise AI innovation teams to identify, evaluate, and implement AI solutions that enhance contact center operations and customer experience
• Develop and execute an AI adoption strategy for contact center operations, including change management, training, and performance measurement
• Lead cross-functional initiatives to integrate AI capabilities with existing contact center systems, ensuring seamless operation and maximum business value
• Establish governance frameworks for technology deployment, including system documentation, change management protocols, and disaster recovery planning
• Contribute to the strategic evaluation and selection of contact center technologies, platforms, and partners to build a robust technology ecosystem for operations
• Oversee the development, execution, and performance monitoring of outreach programs managed through the dialer system to ensure effective engagement and operational efficiency
• Manage Tier 2 and Tier 3 incident response for critical contact center systems, ensuring minimal disruption to operations and implementing preventative measures
• Oversee adherence to Scrum methodologies across multiple CRM desktop application teams, ensuring consistent agile practices and delivery standards
• Build productive relationships with technology partners and hold them accountable to established expectations
• Develop and analyze ROI for technology initiatives and process improvements
• Maintain ownership of executive-level presentation development and data storytelling
• Create a culture centered on innovation, inclusion, well-being, and continuous improvement
• Foster an environment where colleagues understand how technology enhances their work and improves customer experiences

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