Project Manager/Product Owner – Contact Center

at  CVS Health

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.
Project Manager/Product Owner – Retail Customer Care Contact Center

POSITION SUMMARY

This is a remote Manager Individual Contributor (IC) position on the Retail Customer Care-Ops Support, Process, Innovation and Technology team. As Project Manager/Product Owner, you will be responsible for providing program/project oversight, day-to-day management, leadership, direction, and administration across the full project lifecycle (team formation, planning, requirements, design, build, test, deployment, and warranty support). This candidate, requiring minimal supervision, will be responsible for effectively managing team/stakeholder expectations and engagement through clear communication of roles and responsibilities and regular status updates.
The successful candidate with have strong contact center business acumen, channel expertise and a willingness to pivot quickly when needed while thriving in a fast-paced, dynamic environment.

In this role you will be responsible for:

• Preparing and maintaining project plans, status reports, decision, and issue logs
• Bringing thought leadership in overseeing continuous improvement opportunities, operational efficiencies, technology enhancements and cost reduction initiatives
• Collaborating with Retail Customer Care business unit Lead Directors to drive improvements across our three business pillars of Customer, Colleague and Cost to Serve
• Serving in the role of resource manager and representing the Process, Innovation and Technology team during demand management resource scheduling activities.
• Working with peers and internal customers to prioritize and work backlog
• Identifying opportunities, providing recommendations and driving to optimize performance to achieve goals and operational objectives
• Occasionally contributing as a working team member or SME (Subject Matter Expert) on projects lead by others
• Working with business users and owners to understand their needs and translate into final project deliverables
• Creating, auditing, and editing procedure documents

Required Qualification

• 1+ year of experience with Five9 or comparable CCaaS platform
• 1+ year of experience in working in a 100% virtual environment
• 3+ years of demonstrated experience in formulating and driving enhancement strategies spanning across multiple contact center capabilities (calls, SMS, Chat, Dialer).
• 3+ years of successfully demonstrating the functional responsibilities of a Product Owner and/or Project Manager
• 5+ years of successfully leading process improvement efforts

PREFERRED QUALIFICATIONS

• Proven experience with Agile, Waterfall, and Six/Lean Sigma
• Expert ability to communicate (verbal and written) with and influence others
• Excellent application of change management principles
• Experience developing, maintaining and reporting on projects and programs
• Resourceful and independent with proven ability to flex style to be both strategic and hands-on when required
• Solid business acumen and/or demonstrated learning agility to quickly increase business knowledge
• Strong collaboration with active listening skills
• Basic business acumen and ability to maneuver and scale to a changing environment
• Experience with Wrike or similar demand management tools
• PMP (Project Management Professional) Certification
• CSPO (Certified Scrum Product Owner) Certification

EDUCATION

Bachelor’s Degree or equivalent work experience required.

• Preparing and maintaining project plans, status reports, decision, and issue logs
• Bringing thought leadership in overseeing continuous improvement opportunities, operational efficiencies, technology enhancements and cost reduction initiatives
• Collaborating with Retail Customer Care business unit Lead Directors to drive improvements across our three business pillars of Customer, Colleague and Cost to Serve
• Serving in the role of resource manager and representing the Process, Innovation and Technology team during demand management resource scheduling activities.
• Working with peers and internal customers to prioritize and work backlog
• Identifying opportunities, providing recommendations and driving to optimize performance to achieve goals and operational objectives
• Occasionally contributing as a working team member or SME (Subject Matter Expert) on projects lead by others
• Working with business users and owners to understand their needs and translate into final project deliverables
• Creating, auditing, and editing procedure document