Manager, Production Support Services

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.Position SummaryThis position is a member of the broader Medicare/IFP NextGen Production Support Team, focusing on IFP Open Enrollment activities. This individual will partner with other technology teams and business teams to gain knowledge of the IFP OE domains and partner with these teams to build and execute runbooks that can be leveraged year over year. They must have the ability to work across teams and applications to lead these critical Open Enrollment activities. This individual must have strong communication skills, both written and verbal, as well as strong organizational skills. Additional responsibilities will include managing production processes. This individual will interact with business partners, delivery, infrastructure and software vendor partners to maintain concierge level support. They must have the ability to work across teams and applications to lead efforts to monitor/manage processes, as well as troubleshoot and resolve production issues. They must be able to work in a fast-paced environment with critical thinking skills and a mindset for continuous improvement. This individual must be a quick learner who is not afraid to ask questions.In this role, responsibilities include, but not limited to:- Collaborate with multiple teams to build a repeatable runbook for several IFP Open Enrollment domains, as well as maintain documentation over time- Lead teams in the execution of the runbook activities, to include scheduling and leading meeting with all involved individuals- Track key milestones as most of those would be time sensitive and related to compliance- Coordinating issue resolution to ensure problems are worked and tracked timely- Risk identification, management, mitigation and reporting- Track lessons learned, improve the runbook and process periodically- Monitor systems, applications, processes to meet the availability goals and to ensure highest levels of customer satisfaction.- Required to be on call support 24x7 as needed on a rotation basis.- Participate in infrastructure maintenance and application releases.- Maintain system support documentation.- Responsible for various aspects of event, incident, problem and change management.- Maintain and monitor daily / weekly processes and programs in production environment.- Adhere to all established methodologies, standards, and guidelines.- Foster a positive environment and demonstrate successful relationship building with cross-functional teams and business partners.- Organizational skills, to work in a fast-paced environment, on multiple projects and tasks concurrently- Competent, self-starter with ability to identify and bring forward ideas to improve the overall support of Medicare platformRequired Qualifications- 5+ years of business analysis experience or equivalent IT experience.- 1+ year of SAFE/AGILE methodologies or similar.Preferred Qualifications- Business Analysis experience in healthcare Industry.- Experience working in and/or leading dynamic cross-competency teams using a structured project methodology is strongly preferred.- Excellent written and verbal skills with attention to detail, to communicate information effectively to leaders, managers, and technical staff; ability to communicate with all levels of organization.- Strong analytical, critical thinking, negotiation, problem resolution and decision-making skills.- Possess business acumen including understanding of business flows from enrollment to claims processing through to downstream workflows.- Competent, self-starter with ability to identify and bring forward ideas to improve the overall support of Medicare NextGen.- A willingness to learn vendor applications.- Be a confident member of an evolving team that is willing to work hard to make a difference for peers, business and other IT professionals.EducationBachelor’s degree or equivalent experience (HS diploma + 4 years relevant experience)Pay RangeThe typical pay range for this role is:$54,300.00 - $119,340.00This 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.In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefitsWe anticipate the application window for this opening will close on: 08/13/2024Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.