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Senior Manager, Outreach Technology Support and Planning
CVS HealthCVS Health leader overseeing dialer technology support, outreach operations, and workforce forecasting. Managing teams and aligning Product, Technology, Analytics, Finance, and Production stakeholders.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing operational support teams and overseeing outreach infrastructure, with a strong focus on capacity planning, performance metrics, and cross-functional collaboration. Proficient in utilizing data analytics tools to drive decision-making and improve operational processes.
Highest-signal resume keywords
Operational Support ManagementCross-Functional LeadershipCapacity PlanningData Analytics ProficiencyDialer Operations Oversight
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operations ManagementCapacity ModelingWorkforce PlanningProcess DocumentationQuality ControlPerformance MetricsSQLSnowflakePower BITableau
Soft Skills
Excellent CommunicationPresentation SkillsTeam DevelopmentProblem-SolvingStakeholder Engagement
Tools & Technologies
Dialer PlatformsTelephony SystemsData Analytics ToolsForecasting ModelsOperational Platforms
Industry Keywords
Outreach EnvironmentsOperational TrendsSenior Leadership CommunicationRoot-Cause AnalysisAudit Processes
Tech Stack
Tools & technologiesSQLTableau
About the role
Key responsibilities & impact- Serve as the primary liaison between operational and technology teams for outreach infrastructure and vendor systems
- Ensure dialer/telephony platforms are stable, escalate issues, and align partners on system performance
- Build platform expertise and lead troubleshooting, escalation, and follow-up for platform issues
- Partner with Product and Technology to track and prioritize system backlog, coordinate pilots and testing
- Manage operational support analysts, including hiring, performance management, and career development
- Oversee dialer operations, including campaign configuration, ANI inventory management, and platform activities
- Establish audit and quality-control processes and develop process documentation and standard work
- Own ticket and request management processes, including response protocols, escalation paths, and SLAs
- Coordinate and report on outreach pilots and initiatives
- Oversee forecasting models and capacity planning for outreach staffing decisions
- Evaluate operational trends and provide capacity and staffing recommendations to senior leadership
- Partner with Analytics, Finance, and Operations on production forecasts
- Align Production, Member Engagement, Technology, Product, Analytics, and Finance teams on priorities and constraints
- Communicate system status, planning assumptions, and forecast accuracy to senior leadership
- Lead root-cause analyses and deliver reports and dashboards with actionable insights
- Support business case development for pilots and initiatives
- Report to the Executive Director, Digital Product
Requirements
What you’ll need- 7–10 years of relevant experience in operations, technology support, or a related field
- Experience with production or outreach environments
- Experience leading and developing teams, including managing through other managers
- Track record of building talent depth and team capability
- Strong cross-functional leadership across technical and non-technical teams
- Experience in workforce planning, capacity modeling, or operational forecasting
- Proficiency with data and analytics tools
- SQL and/or Snowflake experience a plus
- Power BI, Tableau, or comparable platform experience
- Familiarity with dialer, telephony, or other operational platforms a plus
- Experience with outreach performance metrics a plus
- Ability to build operational processes, documentation, standard work, and quality controls
- Excellent communication and presentation skills
- Ability to synthesize complex information for senior leadership audiences
Benefits
Comp & perks- CVS Health bonus, commission or short-term incentive program
- Award target in the company’s equity award program
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources supporting physical, emotional, and financial well-being