Continuous Improvement Manager

Job DescriptionDo you want to make an impact on a team and become a health care innovator? As the Continuous Improvement Manager, you will be part of our Prescription Benefit Management (PBM) Customer Care Continuous Improvement team. This team is focused on transforming service experience for members and improving operational efficiency. You will have the opportunity to ideate and drive new strategic and operational initiatives, which will have a profound impact on the future direction of the this role you will work with cross functional partners to drive decisions regarding the migration strategy and change management of a Customer Relationship Management (CRM) Implementation that is focused to radically transform the customer care experience. You will help connect the dots across various functions of operational readiness, build credibility with stakeholders across all levels, define and streamline processes and execute the efforts to deliver a seamless transition.Primary Duties and Responsibilities: Build partnerships, facilitate conversations, and support the development and execution of CRM go-to market strategy Partner with product development and operational readiness functions to coordinate on product release and ensure flawless deployments and user migration Lead efforts to create and deliver timely communications to internal and external stakeholders including clients on product updates, program timelines and release goals. Be a change agent, share learnings and join hands with corporate change management and operations to drive engagement and adoption Actively engage with operations to gather and analyze user feedback and organize efforts to resolve issues as appropriate Synthesize and report KPIs and metrics on operational readiness and user engagement to monitor program milestones and adoption trendsThis is a work from home opportunity.Pay RangeThe typical pay range for this role is:Minimum: 60,300Maximum: 126,600Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications 4+ years of professional business experience required Experience in change management Proven success in creating and delivering executive presentations Demonstrated success using interpersonal, organizational and project management skillsCOVID 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 2+ years of contact center operational experience Working knowledge of large-scale technology transformations Proven ability managing multiple projects under aggressive timelines with attention to detailsEducationBachelor's Degree or equivalent work experienceBusiness 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: 2025-09-06