Senior Manager, Member Services & Ops

Partners in Digital Health; Richmond (VA); On-site; USD 68,000 - 199,000; Full time

Benefits offered by this job

Bonus program

Comprehensive benefits

Equity award program

Job summary

CVS Health is seeking a Senior Manager, Operations to lead non-clinical Behavioral Health Member Services and related operations. You will shape the vision, drive improvements, and partner with Finance, Product, and Analytics to deliver excellent service.

You will balance strategic thinking with hands-on execution in a fast-paced environment, building a strong culture and scalable processes across departments.

Qualifications

• 7+ years of experience in healthcare operations, strategy, analytics, technology, or related field.
• Proven success leading cross-functional teams.
• Strong analytical and quantitative skills; advanced Excel; SQL/BI tools a plus.
• Experience building business cases, ROI analyses, financial models, and exec-level recommendations.
• Ability to synthesize data into clear insights, decisions and action plans.
• Excellent communication and stakeholder management skills.
• Balance strategic thinking with operational execution.
• Strong project/program management with risk & delivery oversight.

Responsibilities

• Define KPIs and performance frameworks for service and employees.
• Analyze data to identify trends, opportunities, and improvements.
• Establish reporting and governance to monitor performance.
• Manage call center expectations, inventory, quality, and project management.
• Identify opportunities to improve performance, experience, scalability and efficiency via process changes, technology and AI.
• Provide data-driven insights and ROI-focused recommendations to leadership.
• Develop executive-ready business cases with ROI analyses.
• Collaborate with Operations, Product, Tech, Finance, Strategy, Clinical, and Analytics to implement change.

Skills

Strategic leadership

Analytical skills

Executive communication

Stakeholder management

Program management

Ambiguity navigation

Ownership & accountability

Education

Bachelor's degree

Master's degree preferred

Tools

SQL

Tableau

Power BI

Looker

Job description

CVS Health is seeking a Senior Manager, Operations to lead non-clinical Behavioral Health Member Services and related operations. You will shape the vision, drive improvements, and partner with Finance, Product, and Analytics to deliver excellent service.

You will balance strategic thinking with hands-on execution in a fast-paced environment, building a strong culture and scalable processes across departments.