Senior Manager, Project & Program Management – COE Strategic Programs

CVS Health•Hartford, MA

3d•$82,940 - $182,549

About The Position

The Senior Manager, Project & Program Management leads complex, cross-functional initiatives for the Contact Center of Excellence (Contact COE) from initial concept through implementation and value realization. The role provides disciplined project leadership, establishes governance, and partners with business and technology teams to deliver measurable operational, financial, and customer outcomes. The position leads concurrent projects and workstreams, defining scope, objectives, deliverables, milestones, dependencies, risks, decision points, and success measures. It develops and maintains integrated plans, governance routines, status reporting, RAID logs, and executive updates; drives accountability; resolves delivery issues; and manages pilots, implementation readiness, change adoption, and transition to ongoing operations. The role translates contact center business needs into requirements, use cases, process designs, and implementation plans for analytics- and technology-enabled solutions. It partners with business and technology groups to align priorities and execute solutions, using knowledge of the Contact COE technology environment to support planning, identify dependencies, and promote adoption. It also establishes outcome measures, analyzes data to assess effectiveness and guide decisions, communicates program and financial performance to senior leaders, and leads stakeholder engagement and change activities.

Requirements

7+ years of relevant professional experience, including 5+ years leading cross-functional projects or programs.
Demonstrated success managing complex, multi-workstream initiatives with ownership for scope, schedule, risks, dependencies, governance, and outcomes.
Strong project management discipline and ability to create practical delivery plans, status reporting, and executive communications.
Experience partnering across business and technology teams in a fast-paced, matrixed environment.
Strong written, verbal, facilitation, problem-solving, and stakeholder-management skills.
Intermediate to advanced proficiency with Microsoft Word, Excel, and PowerPoint.
Bachelor's degree or equivalent work experience.

Nice To Haves

Experience developing business cases, including problem definition, solution options, financial impacts, ROI, risks, and success measures.
Experience with Contact COE operations, workflows, performance measures, workforce management, or member and provider service environments.
Working knowledge of existing Contact COE technologies and data tools, such as IRIS, Sierra, call summarization or call intelligence capabilities, workforce management platforms, QuickBase, Power BI, and Dataiku.
Experience with capital planning, investment governance, benefits realization, or financial tracking.
Experience delivering analytics-, automation-, AI-, or digital-enabled contact center solutions in partnership with DDAT, BTSS, or Digital teams.
Project management certification or formal training, such as PMP, Agile, Scrum, or SAFe, and experience with change management and facilitation.
Knowledge of Medicare, Medicaid, Commercial, or Provider Operations.

Responsibilities

Lead multiple concurrent projects and workstreams from discovery through launch and post-implementation review.
Define project scope, objectives, deliverables, milestones, dependencies, risks, decision points, and success measures.
Build and maintain integrated project plans, governance routines, status reporting, RAID logs, and executive-ready updates.
Drive accountability across cross-functional teams and resolve issues that threaten scope, timing, cost, quality, or adoption.
Plan and manage pilots, implementation readiness, change adoption, and transition to ongoing operations.
Translate contact center business needs into requirements, use cases, process designs, and implementation plans for analytics- and technology-enabled solutions.
Partner with DDAT, BTSS, Digital, Operations, Analytics, Training, Compliance, HR, and Finance to align priorities and execute solutions.
Apply knowledge of the Contact COE technology environment to accelerate planning, identify dependencies, and support adoption of existing and emerging capabilities.
Establish outcome measures and use data to assess effectiveness, identify trends, and guide decisions.
Communicate program status, financial performance, risks, decisions, and recommendations to senior leaders.
Lead stakeholder engagement and change activities that promote understanding, adoption, and sustained results.