Inbound Communications and Channel Operations Manager
CVS Health
full-time
Posted on:
Location Type: Remote
Location: Rhode Island • United States
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Salary
💰 $66,330 - $145,860 per year
About the role
- Develop and execute communication strategies for new enhancements, including field and store communications, job aids, FAQs, and leadership materials
- Gather and implement colleague and patient feedback to inform IT enhancements, reporting, and workflow prioritization
- Provide quarterly workload submissions for upcoming field and store communications and training
- Partner with key stakeholders to align strategies and ensure successful deployment of initiatives
- Monitor and report on program metrics, providing bi-weekly leadership updates
- Investigate and respond to executive complaints, Board of Pharmacy inquiries, and Attorney General investigations
- Monitor communication channels, identify emerging themes, and ensure knowledge resources remain current
- Maintain and update product feature documentation and related program materials on a regular cadence
- Partner on initiatives that enhance program alignment and improve calculation or reporting processes
- Provide updated content for workforce planning and participate in periodic operational reviews
- Advance a scalable, actionable, and customizable data insights product leveraging inbound patient communication channels (MTP, Voicemail, IVR, 2-way SMS) to provide Voice of the Customer data
- Lead the presentation of insights and potential solutions to stakeholders across Operations, Product Development, and Trade to influence prioritization of downstream work
- Collaborate with cross-functional teams to identify and implement improvements that enhance patient and colleague experiences
- Drive change agility and foster collaboration across departments to achieve organizational goals
- Promote a culture of inclusion and well-being, ensuring alignment with CVS values
- Encourage continuous development through enterprise tools such as DevelopU and LearningHUB
- Act on feedback from development sessions and prioritize growth beyond current role.
Requirements
- 3+ years of total business/healthcare experience
- 1+ years of experience leading cross-functional teams and initiatives with a high degree of complexity
- 1+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions
- 1+ years leveraging data to support strategic plans and return on investment
- Previous experience working in a CVS store or within the field strongly preferred
- Bachelor’s degree or equivalent experience preferred
- Strong executive presence and ability to influence without authority
- Excellent verbal and written communication skills, including presenting to senior leaders
- Ability to manage multiple priorities and navigate ambiguity to achieve goals
- Travel requirements – up to 25% travel expected.
Benefits
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data insightscommunication strategiesprogram metricsworkforce planningreporting processesfeedback implementationstrategic planningchange agilitycollaborationpresentation skills
Soft skills
executive presenceinfluence without authorityverbal communicationwritten communicationmulti-priority managementnavigating ambiguitycollaborationcontinuous developmentfostering inclusionleadership