Senior Manager, Project & Program Management – COE Gamification

CVS Health•Hartford, CT

1d•$82,940 - $182,549

About The Position

The Senior Manager, Project & Program Management is an individual contributor responsible for leading the design, implementation, and ongoing optimization of strategic programs supporting the Contact Center of Excellence (Contact COE). This role partners across business, technology, analytics, and training teams to deliver complex, multi‑stream initiatives that improve performance, engagement, and operational outcomes. This position serves as a content expert in performance improvement, quality management, and change enablement, with deep understanding of Contact COE workflows, policies, and operational priorities impacting members and providers.

Requirements

7+ years of relevant professional experience
5+ years of cross‑functional project or program management experience
Highly technically savvy with the ability to collaborate effectively with technology teams and ensuring seamless communication between technical and non-technical stakeholders.
Strong project management skills with the ability to manage complex, multi‑stream initiatives
Advanced verbal and written communication skills, including executive‑level presentations and reports
Intermediate to advanced proficiency with Microsoft Office (Word, Excel, PowerPoint)
Ability to operate effectively in a fast‑paced environment with shifting priorities

Nice To Haves

Experience in contact center environments, workforce management, or employee engagement programs
Strong change‑management and facilitation skills
Experience translating operational needs into analytics‑ and technology‑ready requirements
Data‑driven mindset with the ability to use metrics to guide decisions and outcomes

Responsibilities

Program Strategy & Design: Lead end‑to‑end program strategy, including engagement and gamification initiatives, grounded in business goals, CSR feedback, performance data, and cultural needs. Set strategic direction for complex projects and programs, identifying opportunities to improve performance, experience, and operational efficiency. Translate business and operational needs into structured program designs, use cases and requirements for analytics and technology partners.
Program & Project Execution: Assume full accountability for initiatives from concept discovery through implementation and post‑launch analysis, including financial, regulatory, marketing, and SG&A impacts. Manage multiple concurrent workstreams, ensuring accurate prioritization, milestone tracking, and timely delivery. Coordinate pilots, manage iteration cycles, and incorporate structured feedback to drive adoption and continuous improvement.
Cross‑Functional Leadership & Governance: Partner closely with IT/DDAT on system integration, data feeds, SSO, and technical readiness. Collaborate with Training to ensure programs and tools are introduced early and reinforced across learning journeys. Ensure policies, rules of play, incentives, and performance guardrails align with HR, compliance, and enterprise standards.
Measurement, Analytics & Reporting: Develop and maintain dashboards to track adoption, engagement, retention impacts, KPI movement, and overall program effectiveness. Analyze trends and outcomes to isolate drivers of success and areas of opportunity. Present insights, recommendations, and executive‑level updates to Contact COE leadership and senior stakeholders.
Change Leadership & Influence: Positively influence stakeholders toward successful change adoption. Identify process or organizational gaps and challenge self and others to develop and implement solutions. Serve as a trusted advisor to leadership on program performance and improvement opportunities.