Customer Care Lead Director

Job DescriptionJoin a company named by Fortune Magazine as one of the "World's Most Admired Companies." The Customer Care Lead Director is responsible for leading and delivering on the Member Experience team's business and organizational strategy to achieve continued operational excellence. This includes driving improvement in customer satisfaction, employee development and retention, client program delivery, and operational productivity for front and back-office work teams. You will drive the site and team culture, engagement, performance, and build a strong partnership with key internal and external stakeholders. As a senior leader of the operation, you will be responsible for executing operational strategies for Member Services, PBM and Enterprise program initiatives through collaborative partnerships within Care, Operations, and Centers of Excellence (COEs) such as Human Resources, Finance, IT and Quality. You will interface with senior levels of the organization and a large, highly regulated, external client. You will also be responsible for building and maintaining an operational team for this visible client eliminating risk of a potential $60M in Performance Guarantees across the Member Experience team. The successful candidate will have the ability to manage large, dispersed teams. It is crucial that you have critical thinking skills to problem solve or root cause complex operational priorities and propose possible enterprise solutions. You also must be able to travel up to 25% if needed.Required QualificationsMinimum of 8 years of leadership experience in a Health Care or PBM environmentCOVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred Qualifications Call Center experience Demonstrated success managing and prioritizing multiple tasks on a regular basis with a high level of detail Proven ability using oral and written communication skills to present information Computer Knowledge including Microsoft office products, Windows based operations, data entry and clinical systemsEducation Bachelor's Degree required Master's Degree preferredBusiness OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Created: 2025-11-15