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Lead Manager, Customer Support Operations

2 months ago

WilkesBarre, Pennsylvania, United States CVS Health Full time

Join CVS Health in our mission to enhance health care experiences. At CVS Health, we are dedicated to providing compassionate and personalized health care solutions. Our commitment to human-centric care is at the core of our operations, ensuring that every interaction reflects our values.

Position Overview

As a Lead Manager of Customer Support Operations, you will play a pivotal role in fostering cross-functional collaboration to identify and analyze opportunities for improvement. Your focus will be on implementing solutions that encompass personnel, processes, and technology, driving continuous enhancements in service delivery and operational efficiency.

Key Responsibilities

  • Collaborate effectively to execute business initiatives and identify opportunities for cross-departmental solutions.
  • Lead corporate initiatives aimed at enhancing employee engagement, community relations, and performance metrics to achieve optimal outcomes.
  • Oversee compliance and regulatory protocols, managing inquiries and investigations from relevant organizations.
  • Develop and facilitate professional development opportunities, including training programs for cross-functional teams.

Essential Skills

  • Strong organizational and prioritization abilities, managing multiple tasks with precision.
  • Exceptional verbal and written communication skills, fostering positive interpersonal relationships.
  • Commitment to delivering outstanding customer service both internally and externally.
  • Adaptability to change and proactive problem-solving capabilities.
  • Self-driven with meticulous attention to detail, thriving in fast-paced environments.
  • Proficient in Microsoft Office Suite and other relevant software applications.

Qualifications

Required: A minimum of 7 years of experience in a customer support environment, including leadership roles managing exempt management or leader-level positions.

Preferred: Experience within the Pharmacy Benefit Management (PBM) sector.

Education: High School Diploma or equivalent work experience; Bachelor's Degree preferred.

Compensation and Benefits

The typical pay range for this role is between $75,000 and $166,000 annually. This range reflects the base salary for all positions within this job grade. Actual compensation will be influenced by various factors including experience, education, and geographic location. In addition to base pay, this position is eligible for bonuses, commissions, and participation in equity award programs.

CVS Health offers a comprehensive benefits package, including medical, dental, and vision coverage, a 401(k) retirement savings plan, and an Employee Stock Purchase Plan. Additional benefits include fully-paid life insurance, short-term and long-term disability coverage, and numerous wellness programs. Employees also enjoy paid time off and holidays, consistent with state laws and company policies.

CVS Health is an equal opportunity employer, committed to diversity and inclusion in the workplace. We do not discriminate based on race, ethnicity, gender, sexual orientation, disability, or any other characteristic protected by law.