AVP – Customer Care
| Company | CVS Health |
|---|---|
| Location | Texas, USA, Waterbury, CT, USA, Arizona, USA, Rhode Island, USA, New York, NY, USA, Massachusetts, USA, Illinois, USA |
| Salary | $157800 – $363936 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- 15+ years of experience in customer service operations
- 7+ years of demonstrated leadership experience in managing Contact Center operations, or similar type organization, on a large scale in a highly competitive multi-unit environment. 10+ years preferred
- Ability to effectively communicate and influence at all levels of the organization. Ability to collaborate effectively across different business functions, different perspectives, and distinctive styles of leadership
- Experience managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies across Care Operations
- Communication and leadership skills in leading and motivating a growing and changing service operation
- Experience building high-performing teams is required and the ideal leader must have a proven track record of building a robust talent pipeline and a ready-now succession slate.
- Address areas of opportunity head to ensure we are creating an optimal colleague, customer and patient experience
- Demonstrate grit, perseverance and resilience in a fast-paced environment and leading their team to do the same.
- Ability to pivot quickly and come up with innovative solutions when faced with challenges that inspired and engages the team along the journey.
Responsibilities
- Responsible for overseeing all P&L deliverables and leading the execution of operational plans for customer support across the Contact Center
- Responsible for developing and implementing strategies that will enhance the efficiency and effectiveness of Contact Center Operations
- Responsible for bringing thought leadership in overseeing continuous improvement opportunities, operational efficiencies, technology enhancements, and cost reduction initiatives
- Responsible for overseeing staffing operations and employee development & retention initiatives, including employee selection, onboarding, and training
- Responsible for ensuring quality relationships with other departments such as WFM, Quality, Safety, IT, HR, Finance, and across programs related to Contact Center
- Responsible for overseeing Contact Center operations, establishing Contact Center-specific best practices, and ensuring alignment with industry-established best practices
- Responsible for ensuring that compliance, regulatory & legal requirements are being followed by the Contact Center teams
- Responsible for creating an environment of inclusion, a culture of caring, open communication, and ensuring the wellbeing of the teams you oversee
- Responsible for ensuring operational excellence in all facets of running a large organization with multiple cross functional partners in a matrixed environment
- Responsible for leadership development, succession planning, and driving engagement programs for the teams you oversee. Ensure development and mentorship of next generation of leadership talent
- Responsible for providing accessible leadership that encourages innovation, ownership, and professionalism in alignment with CVSH’s values and vision.
Preferred Qualifications
- Healthcare, Medicare & Pharmacy experience is preferred