Project Manager/Product Owner Contact Center
Bring your heart to CVS Health. Every 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.
Project Manager/Product Owner Retail Customer Care Contact Center
Position Summary
This is a remote Manager Individual Contributor (IC) position on the Retail Customer Care-Ops Support, Process, Innovation and Technology team. As Project Manager/Product Owner, you will be responsible for providing program/project oversight, day-to-day management, leadership, direction, and administration across the full project lifecycle (team formation, planning, requirements, design, build, test, deployment, and warranty support). This candidate, requiring minimal supervision, will be responsible for effectively managing team/stakeholder expectations and engagement through clear communication of roles and responsibilities and regular status updates.
The successful candidate with have strong contact center business acumen, channel expertise and a willingness to pivot quickly when needed while thriving in a fast-paced, dynamic environment.
In this role you will be responsible for:
Preparing and maintaining project plans, status reports, decision, and issue logs
Bringing thought leadership in 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 our three business pillars of Customer, Colleague and Cost to Serve
Serving in the role of resource manager and representing the Process, Innovation and Technology team during demand management resource scheduling activities.
Working with peers and internal customers to prioritize and work backlog
Identifying opportunities, providing recommendations and driving to optimize performance to achieve goals and operational objectives
Occasionally contributing as a working team member or SME (Subject Matter Expert) on projects lead by others
Working with business users and owners to understand their needs and translate into final project deliverables
Creating, auditing, and editing procedure documents
Required Qualification
1+ year of experience with Five9 or comparable CCaaS platform
1+ year of experience in working in a 100% virtual environment
3+ years of demonstrated experience in formulating and driving enhancement strategies spanning across multiple contact center capabilities (calls, SMS, Chat, Dialer).
3+ years of successfully demonstrating the functional responsibilities of a Product Owner and/or Project Manager
5+ years of successfully leading process improvement efforts
Preferred Qualifications
Proven experience with Agile, Waterfall, and Six/Lean Sigma
Expert ability to communicate (verbal and written) with and influence others
Excellent application of change management principles
Experience developing, maintaining and reporting on projects and programs
Resourceful and independent with proven ability to flex style to be both strategic and hands-on when required
Solid business acumen and/or demonstrated learning agility to quickly increase business knowledge
Strong collaboration with active listening skills
Basic business acumen and ability to maneuver and scale to a changing environment
Experience with Wrike or similar demand management tools
PMP (Project Management Professional) Certification
CSPO (Certified Scrum Product Owner) Certification
Education
Bachelor's Degree or equivalent work experience required.
Pay Range
The typical pay range for this role is:
$54,300.00 - $145,860.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Companys 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit Benefits | CVS Health
We anticipate the application window for this opening will close on: 10/02/2024
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws
Apply Now
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.
Project Manager/Product Owner Retail Customer Care Contact Center
Position Summary
This is a remote Manager Individual Contributor (IC) position on the Retail Customer Care-Ops Support, Process, Innovation and Technology team. As Project Manager/Product Owner, you will be responsible for providing program/project oversight, day-to-day management, leadership, direction, and administration across the full project lifecycle (team formation, planning, requirements, design, build, test, deployment, and warranty support). This candidate, requiring minimal supervision, will be responsible for effectively managing team/stakeholder expectations and engagement through clear communication of roles and responsibilities and regular status updates.
The successful candidate with have strong contact center business acumen, channel expertise and a willingness to pivot quickly when needed while thriving in a fast-paced, dynamic environment.
In this role you will be responsible for:
Preparing and maintaining project plans, status reports, decision, and issue logs
Bringing thought leadership in 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 our three business pillars of Customer, Colleague and Cost to Serve
Serving in the role of resource manager and representing the Process, Innovation and Technology team during demand management resource scheduling activities.
Working with peers and internal customers to prioritize and work backlog
Identifying opportunities, providing recommendations and driving to optimize performance to achieve goals and operational objectives
Occasionally contributing as a working team member or SME (Subject Matter Expert) on projects lead by others
Working with business users and owners to understand their needs and translate into final project deliverables
Creating, auditing, and editing procedure documents
Required Qualification
1+ year of experience with Five9 or comparable CCaaS platform
1+ year of experience in working in a 100% virtual environment
3+ years of demonstrated experience in formulating and driving enhancement strategies spanning across multiple contact center capabilities (calls, SMS, Chat, Dialer).
3+ years of successfully demonstrating the functional responsibilities of a Product Owner and/or Project Manager
5+ years of successfully leading process improvement efforts
Preferred Qualifications
Proven experience with Agile, Waterfall, and Six/Lean Sigma
Expert ability to communicate (verbal and written) with and influence others
Excellent application of change management principles
Experience developing, maintaining and reporting on projects and programs
Resourceful and independent with proven ability to flex style to be both strategic and hands-on when required
Solid business acumen and/or demonstrated learning agility to quickly increase business knowledge
Strong collaboration with active listening skills
Basic business acumen and ability to maneuver and scale to a changing environment
Experience with Wrike or similar demand management tools
PMP (Project Management Professional) Certification
CSPO (Certified Scrum Product Owner) Certification
Education
Bachelor's Degree or equivalent work experience required.
Pay Range
The typical pay range for this role is:
$54,300.00 - $145,860.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Companys 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit Benefits | CVS Health
We anticipate the application window for this opening will close on: 10/02/2024
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws
Apply Now