Manager, Digital Operations - GPS & Plug In Applications

CVS Health; Arizona; Hybrid; USD 54,000 - 146,000; Full time

Job summary

CVS Health is seeking a Manager of Digital Operations to oversee day-to-day GPS operational execution, ticketing, intake governance, incident communications, and testing support for Medicaid-related needs. This hands-on role focuses on stability and responsiveness across the platform and requires strong cross-functional collaboration.

The ideal candidate will bring 5+ years in application operations or digital platform support, superb communication skills, and experience with telemetry/analytics

Qualifications

• 5+ years of demonstrated problem-solving skills.
• 5+ years of experience working in application operations, production support, or digital platform support roles.
• 5+ years of organizational skills with the ability to manage intake, priorities, risks, and dependencies.
• 5+ years demonstrated strong verbal and written communication skills.
• 5+ years of experience managing cross-functional work and competing priorities.

Responsibilities

• Provide ticket support and break fix for GPS with Product and IT teams.
• Gatekeep intake: queues, SRs, escalation routing by business impact.
• Own ticket oversight and trend analysis, drive root-cause remediation with Product/IT.
• Support IRT communications and updates during incidents.
• Partner with Sr. Manager to ensure remediation actions follow through.
• Execute UAT, regression and system testing for releases.
• Validate solutions against use cases, flows, Medicaid needs.
• Conduct Quantum Metric reviews and report trends and friction.
• Escalate insights to senior leaders and Product for action.

Skills

Problem-solving

Application operations

Organizational skills

Verbal and written communication

Cross-functional collaboration

Education

Bachelor's degree

Tools

Quantum Metric

Job description

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.

Position Overview

The Manager of Digital Operations supports day-to-day operational execution for GPS and associated plug in capabilities. With a strong working knowledge of Medicaid, this role focuses on ticket execution, intake governance, incident communications, testing support, and experience observations, ensuring frontline operational needs are met efficiently and consistently.

This role is hands on, execution focused, and critical to maintaining stability and responsiveness across the platform.

Key Responsibilities

Ticket Execution & Intake Management

• Provide ticket support and break fix story support, working closely with Product and IT teams to ensure timely resolution.
• Act as gatekeeper for operational intake, including queues, service requests (SRs), and escalation routing, ensuring prioritization aligns to business impact and regulatory needs.
• Own ticket oversight and trend analysis across GPS and integrated applications, identifying systemic issues and driving root-cause remediation in partnership with Product and IT.

Incident Support & Communications

• Support IRT communications and IRT lead, ensuring accurate updates, documentation, and stakeholder awareness during incidents.
• Partner with Sr. Manager and broader teams to ensure follow through on incident remediation actions.

Testing Support

• Execute and support testing activities including UAT, regression, and system testing for releases and enhancements.
• Validate solutions against documented use cases, operational flows, and Medicaid specific needs.

Experience Analytics & Observations

• Conduct Quantum Metric reviews and provide observations on trends, defects, and experience friction.
• Escalate insights and opportunities to senior leaders and Product partners for action.

Required Qualifications

• 5+ years of demonstrated problem-solving skills
• 5+ years of experience working in application operations, production support, or digital platform support roles.
• 5+ years of organizational skills with the ability to manage intake, priorities, risks, and dependencies.
• 5+ years demonstrated strong verbal and written communication skills
• 5+ years of experience managing cross-functional work and competing priorities.

Preferred Qualifications

• Exposure to enterprise incident management models.
• Experience participating in Agile delivery teams.
• Operational experience with Medicaid.
• Familiarity with digital experience analytics tools (Quantum Metric or similar).

Education:

Bachelor's degree or equivalent work experience

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

$54,300.00 - $145,860.00

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 11/21/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.