We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

R0909144 / Senior Manager, Project & Program Management – COE Gamification

Position Summary

The Senior Manager, Project & Program Management is an individual contributor responsible for leading the design, implementation, and ongoing optimization of strategic programs supporting the Contact Center of Excellence (Contact COE). This role partners across business, technology, analytics, and training teams to deliver complex, multi‑stream initiatives that improve performance, engagement, and operational outcomes.

This position serves as a content expert in performance improvement, quality management, and change enablement, with deep understanding of Contact COE workflows, policies, and operational priorities impacting members and providers.

Key Responsibilities

Program Strategy & Design

• Lead end‑to‑end program strategy, including engagement and gamification initiatives, grounded in business goals, CSR feedback, performance data, and cultural needs.
• Set strategic direction for complex projects and programs, identifying opportunities to improve performance, experience, and operational efficiency.
• Translate business and operational needs into structured program designs, use cases and requirements for analytics and technology partners.

Program & Project Execution

• Assume full accountability for initiatives from concept discovery through implementation and post‑launch analysis, including financial, regulatory, marketing, and SG&A impacts.
• Manage multiple concurrent workstreams, ensuring accurate prioritization, milestone tracking, and timely delivery.
• Coordinate pilots, manage iteration cycles, and incorporate structured feedback to drive adoption and continuous improvement.

Cross‑Functional Leadership & Governance

• Partner closely with IT/DDAT on system integration, data feeds, SSO, and technical readiness.
• Collaborate with Training to ensure programs and tools are introduced early and reinforced across learning journeys.
• Ensure policies, rules of play, incentives, and performance guardrails align with HR, compliance, and enterprise standards.

Measurement, Analytics & Reporting

• Develop and maintain dashboards to track adoption, engagement, retention impacts, KPI movement, and overall program effectiveness.
• Analyze trends and outcomes to isolate drivers of success and areas of opportunity.
• Present insights, recommendations, and executive‑level updates to Contact COE leadership and senior stakeholders.

Change Leadership & Influence

• Positively influence stakeholders toward successful change adoption.
• Identify process or organizational gaps and challenge self and others to develop and implement solutions.
• Serve as a trusted advisor to leadership on program performance and improvement opportunities.

Required Qualifications

• 7+ years of relevant professional experience
• 5+ years of cross‑functional project or program management experience
• Highly technically savvy with the ability to collaborate effectively with technology teams and ensuring seamless communication between technical and non-technical stakeholders.
• Strong project management skills with the ability to manage complex, multi‑stream initiatives
• Advanced verbal and written communication skills, including executive‑level presentations and reports
• Intermediate to advanced proficiency with Microsoft Office (Word, Excel, PowerPoint)
• Ability to operate effectively in a fast‑paced environment with shifting priorities

Preferred Qualifications

• Experience in contact center environments, workforce management, or employee engagement programs
• Strong change‑management and facilitation skills
• Experience translating operational needs into analytics‑ and technology‑ready requirements
• Data‑driven mindset with the ability to use metrics to guide decisions and outcomes

Pay Range

The typical pay range for this role is:

$82,940.00 - $182,549.00

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.  This position also includes an award target in the company’s equity award program. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 06/01/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.