CVS Health · 1 month ago
AI Process Innovation Manager
United States
Full-time
Remote
Mid, Senior Level
$54K/yr - $146K/yr
1+ years expCVS Health is the nation’s leading health solutions company, committed to transforming health care. The AI Process Innovation Manager will serve as the AI Subject Matter Expert and Business Product Owner, responsible for designing and deploying AI-powered applications to enhance contact center operations and improve customer experience.
Health CareMedicalPharmaceuticalRetailSales
Responsibilities
Serve as the AI SME and Business Product Owner for contact center technologies, ensuring alignment between business goals and application capabilities
Design, develop, and deploy AI agents—including prompt-response agents, task-oriented agents, and autonomous agents—to automate workflows and enhance operational efficiency
Collaborate with IT and business stakeholders to define requirements, AI use cases, and deliver AI-enabled solutions for operational challenges
Lead the deployment, testing, and optimization of generative AI models to support agent-assist, customer self-service, and operational analytics
Build and maintain prompt libraries and documentation to support scalable and effective AI deployment
Evaluate and pilot emerging contact center technologies—including AI-driven customer support and intelligent self-service
Stay current with AI trends, tools, and regulatory developments
Mentor cross-functional teams on AI capabilities and best practices
Oversee the intake, prioritization, and execution of technology changes—including, but not limited to application releases, upgrades, and Tier 2 incident management—ensuring scalable, sustainable improvements across the contact center environment
Identify opportunities for improvement and address breakdowns in contact center processes and technologies by leading remediation efforts and driving performance optimization across systems, workflows, and agent tools
Develop and present executive-level insights, recommendations, and performance updates with clarity and impact
Foster a culture of innovation, inclusion, and continuous improvement through transparent communication and cross-functional collaboration
Position may require up to 15% travel
Perform other duties as assigned to support the needs of the team and organization
Qualification
Required
A minimum of 1 year of demonstrated experience with generative AI, agentic AI, and emerging technologies in customer service or operational environments
A minimum of 1 year of demonstrated experience with prompt engineering, including designing and optimizing prompts for LLMs and deploying AI Agents
A minimum of 1 year of proven experience serving as a Business Product Owner or similar role, with a demonstrated ability to lead cross-functional initiatives, define and prioritize technology requirements, and deliver scalable solutions
Preferred
Experience with cloud-based contact center platforms and migration strategies, with knowledge of how core technologies and emerging tools like AI and automation support key contact center functions
Strong understanding of core contact center capabilities—such as omni channel customer support, workforce management, quality assurance, and performance tracking—and how technology enables and optimizes these functions
Proven track record of leading the successful deployment of technology solutions across contact center teams, ensuring adoption and measurable impact
Strong organizational, change and project management skills with attention to detail and follow-through
Demonstrated ability to communicate effectively with both technical and non-technical stakeholders
Ability to analyze data and performance trends to drive decisions and continuous improvement
Excellent communication and stakeholder management skills
Agile Scrum or Lean Six Sigma certification
Experience managing technology change intake, prioritization, and execution in a cross-functional environment
Experience in incident management and root cause analysis for operational technology issues
Benefits
Affordable medical plan options
401(k) plan (including matching company contributions)
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
Company
CVS Health
CVS Health is a health solutions company that provides an integrated healthcare services to its members.
10001+ employees
H1B Sponsorship
CVS Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
Funding
Current Stage
Public CompanyTotal Funding
$4BKey Investors
Michigan Economic Development CorporationStarboard Value
2025-08-15Post Ipo Debt· $4B
2025-07-17Grant· $1.5M
2019-11-25Post Ipo Equity
Leadership Team
David Joyner
President and CEO
Chandra McMahon
SVP & CISO
Recent News
Digital Commerce 360
2026-01-07
2026-01-07
2026-01-07
Company data provided by crunchbase