Experienced Remote Project Manager and Product Owner – Contact Center Technology and Operations Leadership

Introduction to CVS Health and Our Mission

At CVS Health, we are driven by a clear and compelling purpose: to bring our heart to every moment of your health. This purpose is the foundation of our commitment to delivering human-centric healthcare in a rapidly changing world. Our brand, with heart at its center, sends a personal message that how we deliver our services is just as important as what we deliver. We are looking for a talented and experienced Project Manager and Product Owner to join our Retail Customer Care-Ops Support, Process, Innovation, and Technology team, where you will play a critical role in driving our mission forward.

About the Role

This is a remote Manager Individual Contributor (IC) position that offers the opportunity to work from home and be part of a dynamic team that is transforming the way we deliver healthcare. As a Project Manager and Product Owner, you will be responsible for providing program and project oversight, day-to-day management, leadership, direction, and administration across the full project lifecycle. Your expertise in contact center business acumen, channel expertise, and ability to pivot quickly in a fast-paced environment will be essential in driving our business forward.

Key Responsibilities

• Preparing and maintaining project plans, status reports, decision, and issue logs to ensure seamless project execution
• Bringing thought leadership in overseeing continuous improvement opportunities, operational efficiencies, technology enhancements, and cost reduction initiatives to drive business growth
• Collaborating with Retail Customer Care business unit Lead Directors to drive improvements across our three business pillars of Customer, Colleague, and Cost to Serve
• Serving in the role of resource manager and representing the Process, Innovation, and Technology team during demand management resource scheduling activities
• Working with peers and internal customers to prioritize and work backlog to ensure alignment with business objectives
• Identifying opportunities, providing recommendations, and driving to optimize performance to achieve goals and operational objectives
• Occasionally contributing as a working team member or SME (Subject Matter Expert) on projects led by others to share expertise and knowledge
• Working with business users and owners to understand their needs and translate into final project deliverables to ensure customer satisfaction
• Creating, auditing, and editing procedure documents to maintain high standards of quality and compliance

Essential Qualifications

• 1+ year of experience with Five9 or comparable CCaaS platform to leverage technology for business growth
• 1+ year of experience in working in a 100% virtual environment to ensure seamless remote collaboration
• 3+ years of demonstrated experience in formulating and driving enhancement strategies spanning across multiple contact center capabilities (calls, SMS, Chat, Dialer) to drive business excellence
• 3+ years of successfully demonstrating the functional responsibilities of a Product Owner and/or Project Manager to lead projects and teams
• 5+ years of successfully leading process improvement efforts to drive operational efficiencies and cost savings

Preferred Qualifications

• Proven experience with Agile, Waterfall, and Six/Lean Sigma to drive project delivery and process improvement
• Expert ability to communicate (verbal and written) with and influence others to build strong relationships and stakeholder engagement
• Excellent application of change management principles to drive business transformation and growth
• Experience developing, maintaining, and reporting on projects and programs to ensure transparency and accountability
• Resourceful and independent with proven ability to flex style to be both strategic and hands-on when required to drive business results
• Solid business acumen and/or demonstrated learning agility to quickly increase business knowledge and drive growth
• Strong collaboration with active listening skills to build strong relationships and drive team performance
• Basic business acumen and ability to maneuver and scale to a changing environment to drive business agility
• Experience with Wrike or similar demand management tools to drive project delivery and resource allocation
• PMP (Project Management Professional) Certification to demonstrate project management expertise
• CSPO (Certified Scrum Product Owner) Certification to demonstrate product ownership expertise

Education and Career Development

A Bachelor's Degree or equivalent work experience is required for this role. We offer a range of career development opportunities, including free development courses, education assistance, and a CVS store discount, to help you grow your career and achieve your professional goals.

Compensation and Benefits

The typical pay range for this role is $54,300.00 - $145,860.00, depending on experience, education, geography, and other relevant factors. We offer a range of benefits, including medical, dental, and vision benefits, a 401(k) retirement savings plan, an Employee Stock Purchase Plan, and numerous well-being programs. We also offer Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

Our Culture and Work Environment

At CVS Health, we are committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We believe that our employees are our greatest asset, and we are committed to supporting their well-being and career development. Our culture is built on our Heart At Work Behaviors, which include empathy, compassion, and a commitment to delivering exceptional customer experiences.

How to Apply

If you are a motivated and experienced Project Manager and Product Owner looking for a new challenge, please submit your application today. We anticipate the application window for this opening will close on 10/02/2024, so don't miss out on this opportunity to join our team and grow your career.

Join Our Team!

This is a fantastic opportunity to grow your career with a leading healthcare company. If you have the skills and passion we're looking for, please submit your application today and take the first step towards a rewarding and challenging career with CVS Health.