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CVS Health · 11 hours ago

Lead Director, Operations Support - Retail Customer Care

Woonsocket, RI

Full-time

Onsite

Director/Executive

$100K/yr - $232K/yr

10+ years exp

CVS Health is the nation’s leading health solutions company, dedicated to transforming health care. The Lead Director, Operations Support for the Retail Customer Care Team will be responsible for leading the execution and optimization of strategic operational plans, overseeing a team of leaders, and driving process improvements to enhance customer experience and operational efficiency.

Health CareMedicalPharmaceuticalRetailSales

Responsibilities

Collaborating and solutioning with cross functional stakeholders to deliver results to meet business needs

Leads the team to diagnose and resolve complex business challenges, while recognizing and capitalizing on new and emerging technologies

Develops departmental budgets, identifies priorities and allocates resources

Sees new and future activities and translates them into action

Optimize resource allocation by driving performance, searching for cross training opportunities, collaborating with ops support to actively seek new ways to grow and improve the enterprise

Partnering with Vendor Leadership to ensure consistency and add value

Develops a high performing team of Sr Managers and Managers, who lead through agent level, that applies Contact Center tactics to best serve our colleagues and customers

Interacts with and influences Senior Leadership across the Enterprise

Provides opportunity, guidance, and feedback to develop colleagues and ensure a pipeline of talent for the future

Qualification

Customer service operationsWorkforce managementLeadershipProcess improvementData-driven solutionsBudget managementCall center experienceTeam developmentCollaborationProblem-solving

Required

10+ years of exceptional leadership & collaboration skills

10+ years' experience in customer service operations

7+ years' experience in workforce management/operations support, knowledge and quality management, or strategic partner resourcing and planning

5+ years of demonstrated leadership experience in managing large, complex teams

10+ years of experience managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies

Not on the DEA Excluded Parties List

Free of pending felony charges or convictions for criminal offenses involving controlled substances

Preferred

Prior call center experience

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.