Senior Manager, Project & Program Management – COE Strategic Programs

CVS Health; Hartford Township (OH); On-site; USD 83,000 - 183,000; Full time

Benefits offered by this job

Bonus eligibility

Equity incentive program

Comprehensive benefits package

Paid time off

Job summary

CVS Health is seeking a Senior Manager to lead complex project and program initiatives within the Contact Center of Excellence. You will guide cross-functional teams from concept to implementation, ensuring measurable operational, financial, and customer outcomes.

The role requires 7+ years of experience with at least 5 years in leadership of multi-workstream initiatives, strong governance, and executive communication skills. A Bachelor’s degree and PMP/Agile training are preferred.

Qualifications

• 7+ years of relevant professional experience, including 5+ years leading cross-functional projects or programs.
• Strong project management discipline with practical delivery plans and executive communications.
• Experience partnering across business and technology teams in a fast-paced, matrixed environment.
• Knowledge of Medicare, Medicaid, Commercial, or Provider Operations is a plus.
• Project management certification or formal training (PMP, Agile, Scrum, SAFe) is desirable.

Responsibilities

• Lead multiple cross-functional projects from discovery through launch and post-implementation review.
• Define scope, objectives, milestones, risks, and success measures.
• Maintain integrated project plans, governance routines, RAID logs, and executive updates.
• Drive accountability and resolve issues affecting scope, timing, or budget.
• Plan pilots, readiness, change adoption, and transition to operations.

Skills

Cross-functional leadership

Project management

Stakeholder management

Written communication

Verbal communication

Facilitation

Problem solving

Delivery planning

Education

Bachelor's degree

Tools

IRIS

Sierra

Call summarization

Call intelligence capabilities

Workforce management platforms

Power BI

Dataiku

QuickBase

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 Summary

The Senior Manager, Project & Program Management leads complex, cross-functional initiatives for the Contact Center of Excellence from initial concept through implementation and value realization. The role provides disciplined project leadership, establishes governance, and partners with business and technology teams to deliver measurable operational, financial, and customer outcomes.

Key Responsibilities

Project & Program Leadership

• Lead multiple concurrent projects and workstreams from discovery through launch and post-implementation review.
• Define scope, objectives, deliverables, milestones, dependencies, risks, decision points, and success measures.
• Build and maintain integrated project plans, governance routines, status reporting, RAID logs, and executive-ready updates.
• Drive accountability across cross-functional teams and resolve issues that threaten scope, timing, cost, quality, or adoption.
• Plan and manage pilots, implementation readiness, change adoption, and transition to ongoing operations.

Contact COE Technology & Business Partnership

• Translate contact center business needs into clear requirements, use cases, process designs, and implementation plans for analytics- and technology-enabled solutions.
• Partner with DDAT, BTSS, Digital, Operations, Analytics, Training, Compliance, HR, and Finance to align priorities and execute solutions.
• Apply knowledge of the Contact COE technology environment to accelerate planning, identify dependencies, and support adoption of existing and emerging capabilities.

Measurement, Communication & Change

• Establish outcome measures and use data to assess effectiveness, identify trends, and guide decisions.
• Communicate program status, financial performance, risks, decisions, and recommendations to senior leaders.
• Lead stakeholder engagement and change activities that promote understanding, adoption, and sustained results.

Required Qualifications

• 7+ years of relevant professional experience, including 5+ years leading cross-functional projects or programs.
• Demonstrated success managing complex, multi-workstream initiatives with ownership for scope, schedule, risks, dependencies, governance, and outcomes.
• Strong project management discipline and ability to create practical delivery plans, status reporting, and executive communications.
• Experience partnering across business and technology teams in a fast-paced, matrixed environment.
• Strong written, verbal, facilitation, problem-solving, and stakeholder-management skills.
• Intermediate to advanced proficiency with Microsoft Word, Excel, and PowerPoint.

Preferred Qualifications

• Experience developing business cases, including problem definition, solution options, financial impacts, ROI, risks, and success measures.
• Experience with Contact COE operations, workflows, performance measures, workforce management, or member and provider service environments.
• Working knowledge of existing Contact COE technologies and data tools, such as IRIS, Sierra, call summarization or call intelligence capabilities, workforce management platforms, QuickBase, Power BI, and Dataiku.
• Experience with capital planning, investment governance, benefits realization, or financial tracking.
• Experience delivering analytics-, automation-, AI-, or digital-enabled contact center solutions in partnership with DDAT, BTSS, or Digital teams.
• Project management certification or formal training, such as PMP, Agile, Scrum, or SAFe, and experience with change management and facilitation.
• Knowledge of Medicare, Medicaid, Commercial, or Provider Operations.

Education

Bachelor's degree or equivalent work experience

Pay Range

The typical pay range for this role is: $82,940.00 - $182,549.00. 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. This position also includes an award target in the company’s equity award program.

Benefits

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.

Application Period

We anticipate the application window for this opening will close on: 10/24/2026

Legal

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

Culture

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.