At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
Position Summary
As the Senior Manager of Process Innovation and Technology (PIT), you will provide strategic leadership in the exploration, development, and implementation of advanced technology solutions that transform our contact center operations. You will drive the strategic vision for integrating innovative technologies such as, but not limited to the following (IVA, AI Agents, etc.) to deliver exceptional customer experiences while optimizing operational efficiency. In this role, you will oversee critical contact center systems, lead technology maintenance initiatives, and implement process improvements that enhance agent productivity, streamline workflows, and enable intelligent self-service capabilities across CVS Health's portfolio.
You will serve as the strategic voice for technology transformation initiatives, implementing organizational methodologies such as Agile/Lean Six Sigma while effectively communicating technology-driven insights through executive-level presentations. Working with geographically distributed teams, you will partner across functions to drive strategic initiatives that advance our contact center capabilities to cloud-based platforms and ensure the stability, reliability, and continuous improvement of our technology infrastructure.
Key Responsibilities Include:
Develop and execute the enterprise technology strategy for Contact Center operations across Retail Customer Care, ensuring alignment with broader organizational goals and technology roadmaps
Provide strategic oversight for critical contact center systems including IVR, CRM, Telephony platforms, AI Innovation, Workforce Management tools, and Quality Monitoring Systems
Lead system maintenance planning, upgrade initiatives, and technology refresh cycles to ensure optimal performance and reliability of contact center infrastructure
Oversee and balance resource allocation across product owners to ensure optimal productivity and alignment with strategic technology initiatives
Provide executive-level thought leadership in identifying technology-driven continuous improvement opportunities, operational efficiencies, and cost reduction initiatives
Collaborate with executive-level Operations, Client Success, Strategy, Product, & Technology leaders to drive AI-powered Innovation in customer and colleague experiences
Partner with enterprise AI innovation teams to identify, evaluate, and implement AI solutions that enhance contact center operations and customer experience
Develop and execute an AI adoption strategy for contact center operations, including change management, training, and performance measurement
Lead cross-functional initiatives to integrate AI capabilities with existing contact center systems, ensuring seamless operation and maximum business value
Establish governance frameworks for technology deployment, including system documentation, change management protocols, and disaster recovery planning
Contribute to the strategic evaluation and selection of contact center technologies, platforms, and partners to build a robust technology ecosystem for operations
Oversee the development, execution, and performance monitoring of outreach programs managed through the dialer system to ensure effective engagement and operational efficiency
Manage Tier 2 and Tier 3 incident response for critical contact center systems, ensuring minimal disruption to operations and implementing preventative measures
Oversee adherence to Scrum methodologies across multiple CRM desktop application teams, ensuring consistent agile practices and delivery standards
Build productive relationships with technology partners and hold them accountable to established expectations
Develop and analyze ROI for technology initiatives and process improvements
Maintain ownership of executive-level presentation development and data storytelling
Create a culture centered on innovation, inclusion, well-being, and continuous improvement
Foster an environment where colleagues understand how technology enhances their work and improves customer experiences
Required Qualifications
Demonstrated experience building and administration of AI Agents in a large-scale environment
5+ years in a strategic Technology, Business Intelligence, or Process Innovation leadership role
5+ years leading cross-functional technology implementation teams
3+ years demonstrated experience with contact center technologies such as Five9, IEX, etc.
Strong understanding of contact center infrastructure, including telephony systems, IVA, CRM, AI developed automation, and workforce management tools
Demonstrated experience developing technology strategies and roadmaps for large organization
Demonstrated Change Readiness expertise with focus on AI Literacy
Approximately 20% travel
Preferred Qualifications
Experience designing and implementing technology governance frameworks and system maintenance practices
Demonstrated experience utilizing AI agents to drive improved customer experience
Experience with AI and Machine Learning applications in contact center environments
Agile Scrum or Lean Six Sigma certification
Strong organizational skills with demonstrated ability to manage multiple technology initiatives simultaneously
Excellent communication skills with ability to present complex technical concepts to executive audiences
Experience with CCaaS platforms and cloud migration strategies
Experience in BCP incident management and root cause analysis for operational technology issues
Education
Bachelor's degree in Business, Computer Science, related field, or equivalent work experience required.
Master's degree preferred.
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.
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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit https://jobs.cvshealth.com/us/en/benefits
We anticipate the application window for this opening will close on: 12/17/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.