Senior Manager, Project & Program Management – COE Strategic Programs

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, governance, and ongoing optimization of strategic programs supporting the Contact Center of Excellence (Contact COE). This role partners across business, technology, analytics, digital, and training teams to deliver complex, multi‑stream initiatives that improve performance, engagement, and operational outcomes while aligning enterprise strategic priorities. This position serves as a content expert in performance improvement, quality management, financial rigor, and change enablement, with a deep understanding of Contact COE workflows, policies, and operational priorities impacting members and providers. The role is accountable for business case development, value realization, and return‑on‑investment (ROI) tracking initiatives requiring capital and operating investments.

Requirements

7+ years of relevant professional experience
5+ years of cross‑functional project or program management experience
Proven experience leading complex, multi‑stream initiatives with financial accountability
Strong project management and governance skills
Advanced verbal and written communication skills, including executive‑level presentations and business cases
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 and workforce management
Experience with Medicare, Medicaid or Provider Operations fundamentals
Experience with strategic planning, capital planning, business case development, and ROI analysis
Strong change‑management and facilitation skills
Experience partnering with DDAT, BTSS, and Digital teams on analytics‑ and technology‑enabled solutions
Data‑driven mindset with the ability to use metrics and financial outcomes to guide decisions and strategy

Responsibilities

Lead end‑to‑end program strategy, including engagement and performance initiatives grounded in business goals, CSR feedback, performance data, enterprise strategy, and cultural needs.
Set strategic direction for complex projects and programs, identifying opportunities to realign value, improve performance, enhance experience, and optimize operational efficiency.
Develop business cases that clearly articulate problem statements, solution options, financial impacts, ROI, risks, and success measures.
Translate business and operational needs into structured program designs, use cases, and analytics‑ and technology‑ready requirements.
Ensure all initiatives align to enterprise strategic initiatives and investment priorities.
Assume full accountability for initiatives from concept discovery through implementation and post‑launch analysis, including financial, regulatory, marketing, capital, and SG&A impacts.
Manage CAPEX‑ and OPEX‑funded initiatives, including capital planning, forecast accuracy, and ongoing value tracking.
Drive CAP‑X submissions, investment intake, and governance processes in partnership with finance and enterprise stakeholders.
Manage multiple concurrent workstreams, ensuring accurate prioritization, milestone tracking, dependency management, and timely delivery.
Coordinate pilots, manage iteration cycles, and incorporate structured feedback to drive adoption, scalability, and continuous improvement.
Track realized benefits versus planned value and recommend adjustments to maximize outcomes.
Partner closely with DDAT, BTSS, and Digital teams on system integrations, technology roadmaps and business case development/review
Collaborate with Training to ensure programs, tools, and behaviors are introduced early and reinforced across learning journeys and operational rhythms.
Ensure policies, controls, and performance guardrails align with HR, compliance, finance, and enterprise standards.
Establish and maintain strong governance models covering scope, funding, risks, dependencies, and value realization.
Determine and track ROI, payback periods, and value realization throughout the lifecycle of initiatives.
Analyze trends and outcomes to isolate drivers of success, cost optimization opportunities, and areas requiring course correction.
Present insights, recommendations, financial outcomes, and executive‑level updates to Contact COE leadership and senior enterprise stakeholders.
Positively influence stakeholders toward successful change adoption across operational, technical, and leadership audiences.
Identify process, technology, or organizational gaps and challenge self and others to develop and implement solutions grounded in data and value.
Serve as a trusted advisor to leadership on program performance, enterprise alignment, investment decisions, and improvement opportunities.