Insights & Reporting Manager, Service Ops (Remote)

CVS Health Corporation

Northern (KY)

Hybrid

USD 66,000 - 146,000

Full time

3 days ago

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Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health Corporation is seeking a Manager, Reporting & Insights for Service Operations. This role centers on reliable contact center reporting, data quality, and actionable insights that guide leadership decisions.

You will build Power BI dashboards, manage data models, and collaborate with platform teams. Ideal candidates have advanced Power BI and SQL skills, experience with ETL/SSIS, and a track record in high-volume analytics.

Qualifications

3+ years of experience in reporting, analytics, or production data support.
Advanced Power BI expertise with data modeling and storytelling.
Strong SQL skills with SSMS and SSAS; experience in data reconciliation.
Experience with ETL and reporting infrastructure (SQL Agent, SSIS).
Ability to translate business requirements into actionable reporting.

Responsibilities

Produce and maintain recurring contact center performance reporting with data quality.
Develop, maintain, and optimize Power BI dashboards, reports, and data models.
Perform data integrity testing and root-cause troubleshooting.
Monitor trends and anomalies and translate into actionable insights.
Support scorecards and operating cadences; ensure definitions documented.
Validate metrics used in incentive programs and coordinate recovery steps.
Collaborate with Technology/DBA on pipelines and job monitoring.
Provide end-user support and training for reporting access.
Support strategic initiatives, including gamification for performance.