Senior Manager, Client Operations

CVS Health; United States; Remote; USD 75,000 - 166,000; Full time

Job summary

CVS Health is seeking a Senior Manager of Client Operations to manage a team focused on client communication and problem management. The role involves collaborating with health plan partners and internal stakeholders to ensure operational excellence, drive client satisfaction, and contribute to strategic goals across the organization.

Benefits

Affordable medical plan options

401(k) plan with matching contributions

Employee stock purchase plan

Wellness screenings and confidential counseling

Flexible work schedules

Qualifications

• 10+ years of relevant work experience.
• 7+ years of client-facing experience managing multiple clients.
• Experience in a fast-paced environment and managing tight timelines.

Responsibilities

• Lead conversations with clients about operational objectives.
• Track and report to clients on deliverables and action items.
• Manage process for internal tracking and client responses.

Skills

Leadership

Client Management

Data Analysis

Communication

Problem Solving

Education

Bachelor’s degree in business, economics, operations management or related field

Tools

Google Suite

Job description

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Summary

The Client Operations team manages operations to meet client expectations. The primary focus is on client communication, complex problem management and creating efficiency. The Senior Manager of Client Operations leads a team of analysts who support the relationships with our health plan partners and key internal stakeholders across Client Success and Go-to-Market. The Sr. Manager is one of the contact points for all key stakeholders that the team interacts with including the Data, Production, Print/Mail Operations teams among others.

Roles & Responsibilities

Lead conversations with clients about operational objectives and results - including production, reporting, member journey.

Have critical conversations with clients about timing and expectations for problem resolution and what requests we are not able to meet.

Track and report to clients on deliverables, action items, blockers.

Builds and maintains strong relationships with key stakeholders to ensure alignment of efforts and coordination to drive outcomes and effective client communication

Lead cross-functional problem management to drive resolution to meet client expectations.

Partner with senior account management leaders and regional leadership to maintain client priorities.

Prioritize client issues to maximize business success balanced with client and member satisfaction.

Break ties for prioritization when there are multiple demands for work to maintain client satisfaction.

Drive new client and program implementations.

Contribute to the strategic vision of the client operations team including budget planning, forecasting, headcount and development of departmental objectives

Lead cross-functional team across business functions - inspiring teamwork, accountability, client obsession.

Successfully coach teams, manage performance and develop teams

Responsibilities for the team that the will have oversight for include:

Reconciliation efforts to ensure all client deliverables meet or exceed SOW requirements

Oversee client meeting documentation: data entry, meeting minutes, action items in support of Client Success Managers and Executives

Oversight of the client direct mail campaigns

Monitor success and serve our clients through managing and the completion of several ad-hoc reporting projects

Quality assurance for reports and deliverables; report manipulation based on client requirements

Forecast and communicate updates and escalations with internal stakeholders in support of client programs

Ticket submission and tracking 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 or Manager to ensure an internal resource is available at all times

Basic Qualifications:

Bachelor’s degree in business, economics, operations management or related field

10+ years of relevant work experience

Experience leading teams in a cross-functional setting

7+ years of experience being client facing experience managing multiple clients and their needs

Proven track record of reviewing and organizing data and ability to convey information leveraging data.

Experience using Google Suite (Gmail, Sheets, Slides)

Ability to clearly articulate via verbal and written communication

Self-starter and able to work independently in a fast-paced environment

Experience managing tight timelines, deliverable schedules and a diverse set of internal stakeholders to meet expectations even without explicit control of all inputs needed

Preferred Qualifications:

• Proven track record of influencing internal stakeholders to prioritize client deliverables, even when challenging.
• Direct and matrixed people management
• Proven track record of creating an an accountable and collaborative team environment
• Experience with healthcare data
• Experience with Medicare or Medicaid risk management

Anticipated Weekly Hours

40

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Summary

The Client Operations team manages operations to meet client expectations. The primary focus is on client communication, complex problem management and creating efficiency. The Senior Manager of Client Operations leads a team of analysts who support the relationships with our health plan partners and key internal stakeholders across Client Success and Go-to-Market. The Sr. Manager is one of the contact points for all key stakeholders that the team interacts with including the Data, Production, Print/Mail Operations teams among others.

Roles & Responsibilities

• Lead conversations with clients about operational objectives and results - including production, reporting, member journey.

• Have critical conversations with clients about timing and expectations for problem resolution and what requests we are not able to meet.

• Track and report to clients on deliverables, action items, blockers.

• Builds and maintains strong relationships with key stakeholders to ensure alignment of efforts and coordination to drive outcomes and effective client communication

• Lead cross-functional problem management to drive resolution to meet client expectations.

• Partner with senior account management leaders and regional leadership to maintain client priorities.

• Prioritize client issues to maximize business success balanced with client and member satisfaction.

• Break ties for prioritization when there are multiple demands for work to maintain client satisfaction.

• Drive new client and program implementations.

• Contribute to the strategic vision of the client operations team including budget planning, forecasting, headcount and development of departmental objectives

• Lead cross-functional team across business functions - inspiring teamwork, accountability, client obsession.

• Successfully coach teams, manage performance and develop teams

• Responsibilities for the team that the will have oversight for include:

  • Reconciliation efforts to ensure all client deliverables meet or exceed SOW requirements

  • Oversee client meeting documentation: data entry, meeting minutes, action items in support of Client Success Managers and Executives

  • Oversight of the client direct mail campaigns

  • Monitor success and serve our clients through managing and the completion of several ad-hoc reporting projects

  • Quality assurance for reports and deliverables; report manipulation based on client requirements

  • Forecast and communicate updates and escalations with internal stakeholders in support of client programs

  • Ticket submission and tracking 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 or Manager to ensure an internal resource is available at all times

Basic Qualifications:

• Bachelor’s degree in business, economics, operations management or related field

• 10+ years of relevant work experience

• Experience leading teams in a cross-functional setting

• 7+ years of experience being client facing experience managing multiple clients and their needs

• Proven track record of reviewing and organizing data and ability to convey information leveraging data.

• Experience using Google Suite (Gmail, Sheets, Slides)

• Ability to clearly articulate via verbal and written communication

• Self-starter and able to work independently in a fast-paced environment

• Experience managing tight timelines, deliverable schedules and a diverse set of internal stakeholders to meet expectations even without explicit control of all inputs needed

Preferred Qualifications:

• Proven track record of influencing internal stakeholders to prioritize client deliverables, even when challenging.
• Direct and matrixed people management
• Proven track record of creating an an accountable and collaborative team environment
• Experience with healthcare data
• Experience with Medicare or Medicaid risk management

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$75,400.00 - $165,954.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 06/10/2025

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

About the company

At CVS Health, we share a clear purpose: helping people on their path to better health. Through our health services, plans and community pharmacists, we’re pioneering a bold new approach to total health. Making quality care more affordable, accessible, simple and seamless, to not only help people get well, but help them stay well in body, mind and spirit.

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