Senior Manager - Client Services

Job DescriptionCaremark CSX Problem Management Business Architect will be responsible for customer issues analysis, root cause analysis, trends and patterns analysis, capabilities and process gap analysis, solution discovery, durable solution recommendation in collaboration with business and IT teams, and reporting metrics and effectiveness to the executive leadership. The Problem Manager will utilize Business Architecture tools, techniques, and best practices to conduct Problem analysis and Solution recommendation:- Develop end-to-end customer journey maps describing customer interactions and experiences with the organization across all touchpoints.- Use a breadth of business knowledge across the domains PBM Benefits, Claim Adjudication, Specialty Pharmacy, Prior Authorization, Customer Care etc., in tracing customer journeys to identify pain points and opportunities for improvements.- Use Business Architecture frameworks and tools such as Capability Modeling, Value Stream Mapping, Process Mapping etc., to effectively manage and clarify problems and define solutions.- Provide insight into the effectiveness of coordination between various stakeholders engaged in complex multi-functional Caremark process flows.- Align Caremark Business Solutions with IT (and other Enterprise functions) to ensure end-to-end coordination of problem and solution management.- Perform heatmapping of Capabilities to articulate problem areas, improvement needs, funding needs etc.- Facilitate solution discovery sessions- Align solution to core Capabilities supporting the execution of Strategy.- Articulate and clarify problems and solutions in a manner that is easy to comprehend for the IT teams in implementing solutions.- Report status, issues/risks and metrics to senior leadership.- The Senior Manager Caremark Business Architecture will be responsible for driving an integrated view of Caremark using repeatable approach, cohesive framework, and available industry standard techniques.Required QualificationsFive years of PBM experience with a broad, enterprise-wide view of the PBM business and varying degrees of appreciation for strategy, processes, and capabilities, enabling technologies, and governance.2 years of experience in customer issue analysis with the ability to recognize structural issues within the organization, functional interdependencies, and opportunities for addressing cross-functional inefficiencies.Exceptional communication skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualizations.COVID 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 QualificationsThe ability to apply architectural principles to solving business problems.Experience in Capability Modeling, Capability Mapping, Value Stream Mapping (VSM), Customer Journey Mapping, Process Mapping.The ability to identify and articulate Capability gaps and opportunities in enabling strategy execution.The ability to assimilate and correlate disconnected documentation and drawings and articulate their collective relevance to the organization and to high-priority business issues.The ability to visualize and create high-level models that can be used in future analysis to extend and mature the business architecture. Exceptional communication skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualizations.EducationBachelors degreeBusiness 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: 2026-03-07