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At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

We are seeking a strategic and highly experienced Customer Relations Operations Manager to lead a large, complex, virtual call center organization. In this role, you will oversee 10+ frontline supervisors and 200+ customer-facing and offline specialist colleagues supporting multi‑skill inbound operations including escalations, pharmacy support, fraud prevention, payment transactions, and blended offline work such as plan grievances, Medicare/Medicaid inquiries, email support, and customer insights. You will play a critical role in driving operational excellence, leveraging analytics and AI‑powered insights, strengthening frontline leadership capability, and improving the overall customer experience across multiple channels.

What You’ll Do

+ Lead, coach, and develop a large operational organization including 10+ frontline supervisors and 200+ colleagues supporting inbound customer service, escalations, pharmacy inquiries, fraud prevention, payment transactions, and blended offline workstreams (grievances, Medicare/Medicaid, email operations, customer insights, etc.) in a virtual, omnichannel setting.

+ Oversee daily operations and performance across multiple customer contact channels including phone, email, escalations, pharmacy support, fraud, payments, and regulated healthcare workflows.

+ Use advanced analytics, dashboards, and AI-driven insights to guide decisions, improve efficiency, reduce customer friction, and ensure service reliability.

+ Partner cross-functionally with Workforce Management, Quality, Analytics, IT, Pharmacy Ops, Compliance, and vendor partners to optimize performance and drive continuous improvement.

+ Present actionable insights and recommendations to senior leaders and stakeholders.

+ Lead strategic operational initiatives to streamline processes, enhance agent experience, and elevate customer outcomes through automation, policy refinement, and collaboration with IT, Workforce Management, Analytics, and Compliance teams.

+ Build leadership bench strength by coaching supervisors on performance management, analytics literacy, change leadership, and operational excellence.

+ Drive achievement of key performance indicators (KPIs), partnering with vendor support teams and championing process improvements.

+ Foster a collaborative, high-performing environment that values diversity, career development and professional growth.

Required Qualifications

+ 5+ years of leadership experience in a call center environment.

+ Demonstrated sense of urgency, energy, and enthusiasm.

+ Advanced skills in Microsoft Office Suite (PowerPoint, Excel, Word, Access).

+ Proven ability to lead diverse teams, assess and develop talent, and balance competing priorities.

Preferred Qualifications

+ 2+ years of experience in healthcare or the retail pharmacy industry.

+ Experience leading large multisite or virtual contact center operations.

+ Experience with AI‑driven QA tools, speech analytics, or workflow automation platforms

+ Familiarity with Lean/Six Sigma or continuous improvement methodology

+ Experience partnering with WFM, Quality, Compliance, and Product teams

Education

Bachelor’s Degree or equivalent work experience required. Master's Degree preferred.

Anticipated Weekly Hours

40

Time Type

Full time

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.

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: 01/22/2026

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

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.