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.

Position Summary

A brief overview

The Lead Director, Business Technology & Shared Services team leads a diverse team that is accountable for the strategy, oversight, execution, and value realization of all technology initiatives that impact the CCVS Caremark’s Customer Relationship Manager (CRM) to deliver improved customer experience and operational efficiencies.

What you will do

Set strategic direction:

• Lead and oversee the strategy and value realization of initiatives focused enhancing member experience, operational efficiencies, and representative satisfaction.
• Prioritization and execution of features and future state functionalities that meet budget commitments in terms of spend and committed values
• Balance strategic ideas against the member experience to ensure a member and client focus in our initiatives
• Guide and influence the CRM direction to ensure the appropriate operational requirements, processes, and data are accounted for to ensure outcomes and end user acceptance.

Ensure Outcomes:

• Must think and act strategically to drive transformative changes
• Align and manage objective and key results (OKRs) for strategic initiatives, oversee a cadence of tracking relevant metrics in an objective and efficient way to measure the status of delivery
• Business case development, sourcing the backlog, problem statements, partner with operational stakeholders to gather requirements and value propositions
• Balancing capital allocations against operational, client, and OKR’s

Partner Across Boundaries: 

• Works collaboratively with a diverse group of business partners and objectives across the PBM.
• Serves as the central point of contact for the CRM/Compass platform to partner across business and technology partners to ensure alignment, manage deliverables, and partner in thought leadership
• Drive member and agent satisfaction targets through thoughtful and purposeful selection of best in class platform features and functionality

The Lead director will have 5-7 direct reports, driving strategic solutions. This leader must have excellent communication skills, critical thinking skills and problem-solving capabilities to determine root cause and effectively assess business impact. This leader will operate with a high level of flexibility to meet the highly complex demands of a production environment, in support of clients and member base. This leader will frequently collaborate with enterprise business partners in Operations, Information Technology (IT), IT Product, Health Care Benefits (HCB – Aetna), Account Management, Finance, Regulatory Affairs, and other partners to drive successful outcomes.

Required Qualifications

7 + years’ work experience in operations leadership and/or strategic program delivery (preferably experience in contact centers)

5 + years of strong execution and delivery (planning, delivering, and supporting) skills

Preferred Qualifications

Leadership experience in a Pharmacy Benefit Management and/or Healthcare environment

Excellent organizational, analytical and problem solving skills

The ability to manage multiple projects under aggressive timelines and budget to details

Strong understanding of CRM products, features and capabilities in a contact center application

Proven ability to clearly define a set of requirements that pinpoint business challenges

Strong people management skills

Strong collaboration and partnering abilities

Education

Bachelor's degree preferred; may consider comparable work experience

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 02/28/2026

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