Project Manager/Product Owner Contact Center

$54,300 - $145,860/Yr

CVS Health - Austin, TX

Full-time - Mid Level

Austin, TX

Health and Personal Care Retailers

About the position

The Project Manager/Product Owner for the Retail Customer Care Contact Center at CVS Health is responsible for overseeing the full project lifecycle, including planning, execution, and delivery of projects aimed at enhancing operational efficiencies and customer service. This role requires strong leadership and communication skills to manage stakeholder expectations and drive continuous improvement initiatives within a fast-paced, virtual environment.

Responsibilities

• Preparing and maintaining project plans, status reports, decision, and issue logs
• Overseeing continuous improvement opportunities, operational efficiencies, technology enhancements, and cost reduction initiatives
• Collaborating with Retail Customer Care business unit Lead Directors to drive improvements across customer, colleague, and cost to serve pillars
• Serving as resource manager during demand management resource scheduling activities
• Prioritizing and managing backlog with peers and internal customers
• Identifying opportunities and providing recommendations to optimize performance
• Contributing as a working team member or Subject Matter Expert on projects led by others
• Understanding business user needs and translating them into project deliverables
• Creating, auditing, and editing procedure documents

Requirements

• 1+ year of experience with Five9 or comparable CCaaS platform
• 1+ year of experience in a 100% virtual environment
• 3+ years of experience in formulating and driving enhancement strategies across multiple contact center capabilities
• 3+ years of experience demonstrating the responsibilities of a Product Owner and/or Project Manager
• 5+ years of experience leading process improvement efforts

Nice-to-haves

• Proven experience with Agile, Waterfall, and Six/Lean Sigma
• Expert communication skills with the ability to influence others
• Excellent application of change management principles
• Experience in developing, maintaining, and reporting on projects and programs
• Resourceful and independent with a strategic and hands-on approach
• Solid business acumen and learning agility
• Strong collaboration and active listening skills
• Experience with Wrike or similar demand management tools
• PMP Certification
• CSPO Certification

Benefits

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Employee Stock Purchase Plan
• Fully-paid term life insurance
• Short-term and long-term disability benefits
• Well-being programs
• Education assistance
• Free development courses
• CVS store discount
• Paid Time Off (PTO)
• Paid holidays