Sr. Mgr, Outreach Technology Support and Planning

CVS Health•Work At Home-Texas, TX

1d•$75,400 - $165,954

About The Position

The Sr. Manager of Outreach Technology Support and Planning will ensure the stability, performance, and continuous improvement of the platforms and operational infrastructure that power our member outreach capabilities. Sitting at the intersection of technology, operations, and planning, this role serves as the primary bridge between our Member Engagement and Production teams and our Technology and Product partners, while overseeing the forecasting and capacity planning function that drives outreach staffing decisions. This leader will manage a team of operational production support analysts as well as a Manager of Planning, with integrated ownership across day-to-day execution and longer-horizon workforce planning. This role reports to the Executive Director, Digital Product.

Requirements

7–10 years of relevant experience in operations, technology support, or a related field with exposure to production or outreach environments
Demonstrated experience leading and developing teams, including managing through other managers, with a track record of building talent depth and team capability
Strong cross-functional leadership skills — able to partner effectively across technical and non-technical teams and communicate clearly at all levels of the organization
Experience in workforce planning, capacity modeling, or operational forecasting; comfortable working alongside a dedicated analytics or planning function
Proficiency with data and analytics tools; SQL and/or Snowflake experience a plus, along with Power BI, Tableau, or comparable platforms
Familiarity with dialer, telephony, or other operational platforms and/or experience with outreach performance metrics a plus
Demonstrated ability to build operational process and structure — including documentation, standard work, and quality controls — in a fast-paced environment
Excellent communication and presentation skills; able to synthesize complex information for senior leadership audiences

Responsibilities

Serve as the primary liaison between operational and technology teams, ensuring outreach infrastructure — including the dialer/telephony platform and related vendor systems — is stable, issues are escalated appropriately, and partners are aligned on system performance and recommendations
Build deep platform expertise across core outreach systems; lead troubleshooting, escalation, and follow-up for platform issues and serve as a super user and subject matter expert
Partner with Product and Technology to track and prioritize system backlog, coordinate pilots and testing, and manage a team of operational support analysts including hiring, performance management, and career development
Oversee the team's execution of core dialer operations, including campaign configuration, ANI inventory management, and platform activities that keep outreach running reliably day to day
Establish audit and quality control processes across dialer configurations and platform operations; lead the development of comprehensive process documentation and standard work, and identify opportunities to eliminate or automate low-value work
Own the team's ticket and request management process — defining response protocols, escalation paths, and SLAs — and evolve the team's scope over time toward coordination and project management of outreach pilots, including planning, execution, and reporting on results
Provide oversight and direction to the planning function, ensuring the development and maintenance of robust forecasting models that incorporate dialer performance, reach rates, call center performance, schedule rates, and partner channel inputs
Evaluate operational trends that impact production volume and translate insights into actionable capacity and staffing recommendations for senior leadership
Partner cross-functionally with Analytics, Finance, and Operations to gather and interpret data inputs that drive production forecasts
Act as a strategic partner across Production, Member Engagement, Technology, Product, Analytics, and Finance — aligning teams on operational priorities, platform capabilities, and capacity constraints
Communicate effectively with senior leadership on system status, planning assumptions, and forecast accuracy; consolidate complex analyses into clear, consumable content
Lead root cause analyses when results diverge from expectations; deliver timely reports and dashboards that surface actionable insights; support business case development for key pilots and initiatives