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CVS Health Sr. Director of Care Operations in Scottsdale, Arizona

Job Description

The Senior Director, Customer Care will be responsible for the Customer Care operations. This will include leadership of Customer Care leaders across the network. The Senior Director is responsible for financial results, performance delivery, technology optimization, and key initiative delivery. The Senior Director, Customer Care advises the strategic and operational planning efforts for Med D Customer Care. This position will be responsible for planning, developing, establishing policies and executing on Care Operational objectives. The Senior Director, Customer Care will also have the responsibility for driving consistencies in process as well as driving colleague engagement, customer experience and performance at their locations. The Senior Director, Customer Care is a key liaison to many cross functional departments including partner to the Government Services’ organization where he/she will work closely with the Government Services leadership team and supporting business units related to plan compliance, reporting and adherence requirements. This position also interacts closely with HR, Training, Digital and IT as these functions are key partners.

Required Qualifications

  • Ability to build strong business relationships within own business unit and expand into other business units to achieve business goals and continue to drive operational performance improvements.

  • Consistent track record of handling to KPI’s and delivering strong performance outcomes is required. Demonstrates the ability to get results while motivating, selecting and retaining high performance team members.

  • Multifaceted public speaking skills; strong communication and interpersonal skills with all levels of an organization (frontline colleagues to Executive leadership).

  • Experience designing, communicating and leading operational budgets required.

  • Creative and innovative thinking via proven skills in planning, executing, and managing complex initiatives and functions.

  • Ability to identify processes, functions, and procedures requiring improvement, then develop and execute appropriate solutions.

  • Strong Leadership Competencies in the areas of Inspiring Trust, Open Communication, People Development, Strategic Focus.

  • Ability to attract highly skilled people, develop and build a high performance culture.

Preferred Qualifications

  • Experience managing an operation of 2500+ employees span of control with a focus on large scale change leadership. Experience in a high transaction regulatory environment is preferred. Healthcare experience a plus.

  • Ability to build strong business relationships within own business unit and expand into other business units to achieve business goals and continue to drive operational performance improvements.

  • Must be proficient utilizing Microsoft software packages.

  • Prior experience leading management level teams.

  • Advanced business leadership skills including: operations, forecasting, finance, accounting, QA/QC, statistical analysis and reporting.

  • Must be able to travel >/= to 50%. Travel may require but is not limited to flights, overnight stays, local travel, travel on short notice and other travel deemed necessary by the Company. Also able to lead, engage and monitor work from home team as under current environment, not allowing travel.


Bachelor degree required; Master's degree preferred

Business Overview

At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.