Ld Director, Customer Experience Strategy Program Operations Lead

$100,000 - $231,540/Yr

CVS Health - Hartford, CT

Full-time - Senior

Hybrid - Hartford, CT

10,001+ employees

Health and Personal Care Retailers

About the position

The Lead Director, Customer Experience Strategy Program Operations Lead at CVS Health plays a pivotal role in enhancing the member experience through effective program management and stakeholder engagement. This position is responsible for overseeing portfolio operations, ensuring consistent tracking of initiatives, and driving collaboration across various teams to improve efficiency and member satisfaction. The role requires strong leadership skills, the ability to influence senior stakeholders, and a commitment to delivering innovative solutions in a consumer-centric health environment.

Responsibilities

• Support the execution of monthly NPS portfolio management processes to track NPS improvement initiatives.
• Coordinate tracking and documentation of initiative updates and escalate risks as necessary.
• Design and implement collaboration models across teams to optimize reporting for initiatives.
• Develop and deliver a communications strategy to highlight efforts to improve experience and efficiency.
• Partner with peers to maintain and improve tools and practices for high-impact program delivery.

Requirements

• 8-10 years of related experience in program management, strategy, or management consulting.
• Demonstrated program management experience with coordination across multiple executive stakeholders.
• Strong analytical and written/oral communication skills.
• Advanced MS Office skills, particularly in PowerPoint and Excel.

Nice-to-haves

• Project or Program Management certification (e.g., PMP, PgMP).
• QuickBase experience preferred, but not required.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Employee discount
• Employee stock purchase plan
• Health insurance
• Life insurance
• Paid Time Off (PTO)
• Paid holidays
• Short-term and long-term disability benefits
• Well-being programs
• Education assistance
• Free development courses