Sr Mgr, Diagnostic and Preventative Service Program Delivery

CVS Health; United States; Remote; USD 68,000 - 199,000; Full time

Job summary

CVS Health is seeking a DPS Operations leader to drive performance improvements across the provider network for the Diagnostics and Preventative Service line. You will lead a team of associates delivering daily operations, develop KPIs, and partner with Product, Analytics and Client Success to optimize outcomes.

The role emphasizes operational execution, cross-functional collaboration, and a strong focus on provider experience, with travel up to 25% for field engagement where required.

Qualifications

• 7 to 10 years of leadership experience in healthcare or related field.
• 7 to 10 years stakeholder management experience- articulate value to executives with data and KPIs.
• Prior performance improvement or project management experience.
• On-call escalation point for provider issues, including holidays and weekends.
• Travel up to 25% if not located in DFW Metro.
• Excellent verbal and written communication skills.
• Ability to solve complex problems and translate to actionable insights.
• Advanced MS Excel and MS Word skills.
• Strong ability to prioritize and align cross-team priorities.

Responsibilities

• Manage a team of associates responsible for daily operations and provider engagement for DPS products.
• Establish KPI metrics and ensure accountability across team members.
• Collaborate with leaders to develop and execute process improvements to optimize performance.
• Document critical processes accurately and in detail.
• Coordinate plans for steady-state transition of new products and services; model staffing needs.
• Contribute to Operations roadmap and participate in planning with VP of DPS Operations.
• Foster strong stakeholder relationships across Operations, Product and Client Success.
• Review metrics trends and work with Analytics for visibility.
• Build a high-performing team through analytics, process improvement and customer service.
• Monitor direct report performance and promote two-way communication and engagement.
• Support staff in monitoring provider completion rates and address underperformance.
• Ensure execution and compliance with strategic initiatives.

Skills

Leadership

Stakeholder management

Project management

Operational analytics

Communication

Problem solving

Travel readiness

MS Excel

MS Word

Team building

Education

Bachelor's degree in business, health care, operations management, or related field

Tools

Power BI

Salesforce

CRM systems

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.

Requisition Job Description

Position Introduction & Overview

This position is a leadership role focused on operationalizing critical initiatives to achieve both near- and long-term results for the (DPS) Diagnostic and Preventative Service line. This individual will lead a team of operational support associates who perform ongoing analysis, monitor performance, provide exceptional provider support, and drive the implementation of operational improvements. This leader will maintain responsibility for the performance of the provider network, specifically as it relates to DPS, and will be the primary driver of steady state operational delivery for all DPS products. The role will be integral in shaping the organization's performance focused culture and building trust across diverse teams and internal stakeholders, while continuously prioritizing a superior provider experience. The position will serve as a primary point contact for Product, Operations and other business partners focused on the DPS service line.

Roles & Responsibilities:

• Manage a team of associates responsible for daily operations and provider engagement as it relates to DPS products and services
• Establish success and productivity metrics, including clearly defined and documented KPIs; hold all team members accountable to performance expectations
• Work with leaders across the company to develop and execute process improvements required to optimize performance
• Develop and maintain accurate and detailed documentation of all critical processes
• Act as a centralized point for Operations in the coordination and development of plans for the steady state transition of new products and services; create staffing models to ensure adequate resourcing
• Contribute to Operations roadmap for all Operations teams involved in supporting DPS services and participate in the quarterly and annual planning process alongside the VP of DPS Operations
• Ensure exceptional working relationships with key stakeholders at all levels across Operations, Product and Client Success
• Review and monitor operating metrics trends and results; partner with Analytics to obtain new or updated visibility into data when necessary
• Development of a high-performing team based on analytical, process improvement and customer service skill sets
• Monitor and evaluate performance of direct reports on a timely and consistent basis
• Promote a high-performing, engaging culture of two-way communications and create opportunities for staff participation
• Support direct reports in monitoring Provider completion rates and conduct appropriate follow up for low performance.
• Ensure execution and compliance with strategic initiatives

The DPS Products Performance leader will focus on:

• Non-completion analysis: Monitoring trends across DPS product offerings and identifying opportunities for improvement.
• Cross-functional execution: Leading and tracking initiatives across CXO, Product, Clinical Success, and Vendor teams to reduce non-completion rates.
• Technical troubleshooting: Partnering with Product teams to resolve complex operational and technical device issues.

Required Qualifications:

• 7 to 10 years of relevant experience
• 7 to 10 years of accomplished leadership experience, preferably within a healthcare organization

• 5 to 7 years stakeholder management experience- Ability to articulate the organizational value delivered to all levels of the company to executives. More importantly, you can tell the story of the value that is currently in your backlog or roadmap using data, KPIs, or expected financial results.

• Prior performance improvement or project management experience
• Ability to be an on-call escalation point for provider issues, should the call go unanswered by Tier 1 support, including on holidays and weekends.
• Ability to travel up to 25% if not located in the DFW Metro
• Excellent verbal and written communication skills
• Ability to recognize, evaluate and solve complex problems, including internal and external escalations
• Understanding of key metrics and best practices for reporting / metric development
• Proven ability to prioritize with a team and advocate for priorities with other teams
• Advanced skills in MS Office; specifically, MS Excel and MS Word. Adept with technology.
• Visible, results oriented and nimble leader with a reputation of doing what it takes to get the job done while ensuring strong interpersonal relationships
• Ability to balance strong business capabilities and high business ethics with a commitment to clinical and service excellence

Preferred Qualifications:

• Certified in Project Management
• Familiarity with AI agent technologies and their application in analyzing data, identifying insights, and efficiently answering complex questions
• Prior Power BI experience
• Prior Salesforce experience
• Strong commitment to exceeding role expectations and consistently delivering an exceptional client experience

Education

• Bachelor's degree in business, health care, operations management, or related field. An equivalent combination of experience and training may be considered instead of a formal degree.

Pay Range

The typical pay range for this role is:

• $67,900.00 - $199,144.00

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.

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: 12/27/2026

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