Senior Manager, Mental Well-Being Ops & Strategy

ISHE; Boise, Northern (ID, KY); Hybrid; USD 68,000 - 199,000; Full time

Benefits offered by this job

Bonus program

Equity awards

Comprehensive benefits

Job summary

CVS Health is seeking a Senior Manager of Operations for the Mental Well-being and Service Operations portfolio. This leader will shape the vision for non-clinical member services, oversee call center and digital operations, and drive performance through data-driven strategies and ROI-focused business cases.

The role requires hands-on execution, strategic thinking, and the ability to partner across functions including Ops, Product, Technology, Finance, and Clinical teams to deliver scalable

Qualifications

• 7+ years of healthcare operations, strategy, analytics, technology, or a related field.
• Proven success leading complex, cross-functional teams.
• Advanced Excel; experience with SQL, Tableau, Power BI, Looker, or similar tools.
• Experience developing business cases, ROI analyses, financial models, and executive-level recommendations.
• Ability to synthesize complex data into clear insights, decisions, and action plans.
• Exceptional communication, executive presentation, and stakeholder management skills.
• Proven ability to balance strategic thinking with operational execution.
• Strong project and program management capabilities, including risk management, prioritization, and delivery oversight.
• Ability to navigate ambiguity, influence without authority, and drive results in fast-paced environments.
• Strong ownership, accountability, attention to detail, and bias for action.

Responsibilities

• Define KPIs and performance frameworks to measure service and employees.
• Analyze business, workforce, operational, and member data to identify trends, opportunities, and improvement actions.
• Establish reporting and governance processes to monitor and optimize performance.
• Manage contact center expectations, inventory management expectations, quality expectations, and project management expectations.
• Identify opportunities to improve operational performance, member experience, scalability, and efficiency through process change, technology, automation, and AI.
• Serve as a strategic partner to Mental Well-being Operations leadership by providing structured problem-solving, data-driven insights, and clear, decision-oriented recommendations.
• Develop executive-ready business cases with ROI analyses
• Partner across Operations, Product, Technology, Finance, Strategy, Clinical, and Analytics teams to implement change.

Skills

Strategic leadership

Data analysis

Cross-functional collaboration

Executive communication

Problem solving

Project management

Education

Bachelor's degree

Master's degree preferred

Tools

SQL

Tableau

Power BI

Looker

Excel

Job description

CVS Health is seeking a Senior Manager of Operations for the Mental Well-being and Service Operations portfolio. This leader will shape the vision for non-clinical member services, oversee call center and digital operations, and drive performance through data-driven strategies and ROI-focused business cases.

The role requires hands-on execution, strategic thinking, and the ability to partner across functions including Ops, Product, Technology, Finance, and Clinical teams to deliver scalable