Senior Manager - Client Operations (IC)

CVS Health

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 a Senior Manager of Client Operations within the Pharmacy Services (PS) Digital, Data, Analytics & Technology (DDAT) organization, you will lead a high-performing team that bridges client needs with enterprise technology solutions. This role is pivotal in ensuring operational excellence across all Lines of Business—Commercial, Medicare, Medicaid, and affiliated clients—by acting as a strategic liaison between Technology, Account Management, and Product teams. You will serve as the voice of the client, championing their needs internally while driving innovation, issue resolution, and service delivery. Your leadership will directly impact member satisfaction, client retention, and the successful execution of complex digital initiatives. You will have the opportunity to use your management, organizational skills, and logic to lead various efforts for the client team, which will have a profound impact on the company.

Requirements

• 7+ years of professional experience, demonstrating increasing leadership responsibility with roles in IT, Production Support, Account Management, Engineering, Consulting, or similar experience
• 6+ years working in a client-facing leadership role, supporting custom interactions and client management.
• 5+ years of experience building a network of connections across multiple functions/silos in a complex matrixed environment for navigating internally to meet the client's needs
• 5+ years defining and documenting custom IT solutions.
• 5+ years of project/portfolio management or SDLC, preferably in IT
• 4+ years of digital technology project management experience
• 4+ years leading multiple cross-functional teams in a fast-paced, complex working environment while demonstrating a high level of independent judgment and proactivity
• 4+ years of demonstrated success in driving change in a large, cross-functional organization
• Willingness and ability to travel up to 30% for client support, as well as to provide occasional after-hours support for client implementations validation and incident management as needed.

Nice To Haves

• 6+ years of PBM systems or health care organization work experience
• Substantial background in client operations, technology consulting, and IT application engineering or infrastructure processes
• Excellent communication, negotiation, and presentation skills
• Strong customer service orientation and systems thinking
• Recognized ability to lead in a matrixed, fast-paced environment
• Proven critical thinking skills leveraging data-driven decision making and quantitative analysis
• Experience with contract and service-level agreement (SLA) management
• Deep understanding of risk and issue management frameworks
• Familiarity with tools such as ServiceNow, Salesforce, and Tableau

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