Lead Director, Operations Support – Retail Customer Care

Job Description: • Leading the execution, optimization, and development of CVS’s strategic and operational plans for key Customer Care Programs via Process and Technology. • Overseeing a team of leaders, comprised of Sr. Managers, Managers and Supervisors serving and supporting the Operations teams. • Interacting with various near shore and offshore Strategic partners, ensuring consistency across all workstreams and agents. • Negotiating contracts which will directly impact the cost to serve and budget. • Achieving budget and positioning the operations team to achieve service metrics. • Guiding the Process and Innovation Team, driving the exploration and implementation of cutting-edge process improvements and technology initiatives. • Developing data-driven solutions that support multiple business owners across CVS Health's portfolio. • Providing strategic oversight for technology enhancements and continuous improvement functions that ensure regulatory compliance. • Collaborating across functions to drive strategic initiatives that advance contact center capabilities to cloud-based platforms and enable advanced AI solutions for customer service colleagues. • Guiding the Knowledge and Quality Team to evolve tools to improve the customer and colleague experience. • Ensuring the Analytics team provides insights to improve the cost to serve and the colleague/customer experience. • Adapting plans and priorities to address resource and operational challenges. Requirements: • 10+ years of exceptional leadership & collaboration skills • 10+ years’ experience in customer service operations • 7+ years' experience in workforce management/operations support, knowledge and quality management, or strategic partner resourcing and planning • 5+ years of demonstrated leadership experience in managing large, complex teams • 10+ years of experience managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies • Not on the DEA Excluded Parties List • Free of pending felony charges or convictions for criminal offenses involving controlled substances. 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. Apply tot his job