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Director, Service Excellence Portfolio Strategy

Company: CVS Pharmacy
Location: Woonsocket
Posted on: September 13, 2020

Job Description:

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Job ID:

1345505BR

Location:

RI - Woonsocket|FL - WORK FROM HOME|DC - WORK FROM HOME|CO - WORK FROM HOME|CT - WORK FROM HOME|DE - WORK FROM HOME|IL - WORK FROM HOME|MA - WORK FROM HOME|NH - WORK FROM HOME|NJ - WORK FROM HOME|NY - WORK FROM HOME|PA - WORK FROM HOME|TX - WORK FROM HOME|VA - WORK FROM HOME|TN - WORK FROM HOME

Street Address:

1 CVS Drive

Category:

Management|Project Management|Product Management|Program Management|Strategy|Process Innovation

Job Description

The Director, Portfolio Strategy for Service Excellence is a critical thought leader on the Enterprise Modernization team, responsible for developing strategic and operational initiatives across the Service Excellence portfolio with a dual mandate - improve customer & colleague experience while improving efficiency/reducing operating costs.

Lead the business cadence (planning and business reviews), analyze key strategic business priorities and decisions, and drive operational excellence for the contact centers across the enterprise. This role requires someone who excels at combining exceptional strategic thinking, superior executive communication skills, bias to action, knowledge of industry trends and quantitative skills. It is important for this role to actively be a fast and creative problem solver who demonstrates an ability to build effective partnerships across functions, driving enterprise-wide impact.

This role will be responsible for the following portfolios (and others): Artificial Intelligence enabled contact center through smarter CSR tools and voice bots, call obviation by driving digital adoption and reducing upstream complexity, business model analysis, new initiative ideation, and other technology focused solutions to advance our contact centers.

Key Responsibilities

• Lead key strategy projects and orchestrate work streams across the Service Excellence team; own portfolio roadmap and value targets >$100M and identify any new portfolio opportunities that may deliver long-term value for Service Excellence

• Act as a thought leader in identifying new enterprise contact center strategies, be the lead on implementation and a trusted advisor to VPs+; a domain expert in select areas over time

• Develops Service Excellence monitoring plan and/or reporting guidelines in collaboration with the internal Enterprise Modernization team and CVS business units

• Utilize hypothesis-driven, problem-solving orientation to create structured quantitative and qualitative analyses

• Develop deep business knowledge, experiences, and subject matter expertise from internal and industry sources to develop rich insights; be perceived as a thought leader/contributor within CVS Health on specific topics

• Frequently interact with and present to senior leaders across the enterprise, providing regular updates, gain input and provide recommendations; build consensus and effectively influence senior-level stakeholders to gain alignment on portfolio management strategy and direction.

• Develop a comprehensive understanding of the entire portfolio of CVS Health businesses in order to propose and analyze strategic decisions impacting multiple divisions

• Understand and stay current on tech and contact center industry trends, competitive landscape and internal product development efforts

• Hires, assigns, develops, supervises and retains employees under supervision.

Required Qualifications

• 8+ years of experience in strategic consulting, corporate strategy, investment banking, economics, finance, business planning, and/or equivalent experience (e.g., scaling a business, driving change in a large company)

• 3+ years of experience in management consulting, building complex business cases for large, matrixed enterprises

• Excellent relationship-building skills and proven ability to work collaboratively through various business units and functional areas, promoting a culture of proactive teamwork

• Demonstrated hypothesis-driven problem-solving orientation with exceptional ability to create structured quantitative and qualitative analyses

• Strong oral and written communication skills and ability to formulate and deliver insights around complex business problems in a thoughtful and persuasive manner

• Bachelor’s degree or equivalent experience

Preferred Qualifications

• MBA or related graduate degree

• Experience in contact center operations and/or technology

• Knowledge of business, technology and management principles involved in strategic planning and organizational change management

Education

Bachelor's degree or equivalent experience is required; MBA preferred.

Business Overview

At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

We are committed to a workplace that supports diversity, inclusion and belonging. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT.

Please note that we only accept applications for employment via this site. We provide reasonable accommodations to individuals with disabilities. To request an accommodation, including a qualified interpreter, written information in other formats, translation or other services, please email AdviceandCounsel@cvshealth.com or call 877-805-9511.If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or cvshealthsupport@us.ibm.com . For technical issues with the Virtual Job Tryout, contact the Modern Hire Help Desk at 1-877-451-1695 or cvs_support@modernhire.com .The health and safety of our employees, patients, customers, and members is our top priority as we face the impact of COVID-19 together. We encourage you to visit our COVID-19 resource center at  https://cvshealth.com/covid-19  to learn more. Please be aware that CVS Health does not will never solicit money or offer payment for job applications, nor do we ask candidates to email or submit any personal information over unsecured channels. To learn more, please visit  https://jobs.cvshealth.com/FAQ .

Changing the future of health care at CVS Health

It's a New Day in Health Care at CVS Health

About CVS Health At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status.

Keywords: CVS Pharmacy, Woonsocket , Director, Service Excellence Portfolio Strategy, Other , Woonsocket, Rhode Island

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