Manager, Client Operations

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About the role

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. Requisition Job Description Position Introduction and Overview: In this role you will be the main operational contact point for clients and internal stakeholders to deliver results and solve problems for clients. You will be a leader of a matrix of roles to align client success strategy with projects and resources. Roles & Responsibilities:  • Partner with senior account management leaders and enterprise client leadership to maintain visibility for client priorities. • In partnership with account managers, have critical conversations with clients about timing and expectations for problem resolution and what requests we cannot meet. • Break ties for prioritization when there are multiple demands for work to maintain client satisfaction.  Communicate and describe priorities and handoffs to internal teams and clients. • Lead program implementations across member outreach, data ingestion, reporting, network activation. • Build and maintain strong relationships with key stakeholders • Reconcile client deliverables meet or exceed SOW requirements • Understand and clearly document client requirements for program success • Oversee client meeting documentation: data entry, meeting minutes, action items in support of Client Success Executives • Oversight of the client direct mail and email campaigns • Monitor success and serve our clients through managing the completion of ad-hoc reporting projects • Forecast and communicate updates and escalations with internal stakeholders in support of client programs • Submit and track tickets for client requests directly related to the success of the program • Manage process for internal tracking, documentation, and client response formulation for member grievances • Backup support and account coverage in the absence of the Client Success Executive to ensure an internal resource is always available • Manage team utilization across a matrix of teams and roles – aligning projects and resource allocation to meet critical goals. • Communicate complex concepts to clients through strong data presentation skills, clear speaking, and writing. • Oversee delivery of client-facing deliverables, custom data and reporting requirements, and program metrics using automated operational systems. Basic Qualifications:  • 4 to 6 years of healthcare account operation experience, managing complex programs with high executive visibility. • 2 to 4 years of experience planning, resourcing, and executing client-visible projects that cross product, technical and delivery teams • 2 to 4 years of stakeholder management experience • 1 to 4 years of experience motivating across teams to achieve a goal – demonstrated ability to build and mentor colleagues to develop skill sets needed to achieve goals • Strong client communication skills – demonstrated experience delivering bad news to a client while maintaining a strong working relationship • Prior experience using Power BI and Asana • Demonstrated ability to learn details quickly to coach others or solve complex problems • 1+ years of experience tying operational solution to client or process problems. • Ability to travel 3-4 days up to 6 times a year • Demonstrated experience being primary facilitator and presenter to clients and matrixed team several times a week over a sustained period of 2+ years. • Proven track

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