Senior Manager, Client Operations, Web Support

About the position

As a key member of the Digital, Data, Analytics and Technology ('DDAT') team, this role will join a dynamic organization committed to the acceleration of business growth, enhancement of the customer experiences, and enablement of operational efficiencies by powering CVS Health to be a 'digital first, technology forward and data driven' company. The Senior Manager, Business Operations PS DDAT reports directly to the Executive Director, Business Operations role reports to the VP, Client and Member Experience and Operations and will support the Client Services and Operations team. The Business Operations lead will manage the day-to-day client operations and will provide strategic leadership and overall direction for digital and technology client operations for all clients in the Caremark book of business. This person is accountable for supporting all implementation services, including standard and custom configurations and client onboarding. They will lead client account management and operations, ensuring that cases are managed in a timely manner. They will ensure that all contractual obligations are understood and fulfilled, including but not limited to adherence to Performance Guarantees. They will monitor execution on priorities and serve as an escalation path to assist with removal of barriers. Finally, they will engage in highly escalated issues to ensure consistent, data-driven communications and sustainable resolution.

Responsibilities
? Lead and manage the web support team, ensuring efficient handling of web error forms and IT tickets.
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? Oversee the escalation process, ensuring timely and effective resolution of escalated issues.
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? Monitor and analyze trends in web errors and IT tickets to identify areas for improvement.
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? Develop and implement strategies to streamline web support processes and reduce backlog.
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? Collaborate with cross-functional teams to ensure seamless communication and coordination.
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? Provide regular reports on web support and escalation activities to senior management.
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? Ensure compliance with company policies and procedures.
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? Collaborate with various departments and external clients to triage and resolve escalated issues for members and/or clients.
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? Facilitate timelines, RCA, Alerts, Updates and Final communications for Escalations through to completion of system fix or enhancement.

Requirements
? Bachelor's degree in Information Technology, Business Administration, or a related field.
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? Minimum of 5 years of experience in web support, IT support, or a related field.
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? Proven experience in managing and leading a team.
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? Strong analytical and problem-solving skills.
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? Excellent communication and interpersonal skills.
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? Ability to work in a fast-paced environment and handle multiple priorities.
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? Ability to work independently and efficiently with minimal supervision, with proven analytical and critical thinking skills.
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? High energy level; comfortable performing multi-faceted projects in conjunction with day-to-day activities.
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? Approaches challenges with a sense of urgency, ability to work well under pressure and take direction.

Nice-to-haves

Benefits
? Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
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? No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
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? 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.

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