Manager, Conversational AI Strategy

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

At CVS Health, we're reinventing our front store and pharmacy to be the front door to healthcare. For millions of Americans, that journey begins with one of our 9,700 retail stores, and we want to make sure our stores are ready to help each of our customers take the right first or next step in their healthcare journey. If you are passionate about making a difference in the work you do, being recognized for your talent and expertise in solving complex and challenging analytical/data problems while contributing to the success of key strategic initiatives, consider growing your career with a Fortune 5 healthcare leader

As a member of the Retail Pharmacy Product Development Omnichannel organization, you will be responsible for the ideation, development, and launch of AI-driven Digital and IT solutions to improve, personalize and deepen engagement with patients at key moments in their retail pharmacy journeys. You will have to opportunity to lead and influence AI-driven strategies that will elevate customer experiences across the retail pharmacy patient journey, as well as implement and operationalize work in flight. Reporting to a Senior Manager of Pharmacy Product Development, you will collaborate with and influence cross-functional partners from product development, operations, finance, digital, and IT. Your goal is to design, to implement and to ultimately transform experiences at critical moments in patient journeys.

The ideal candidate is an extremely effective communicator, detail oriented, with outstanding analytical and problem-solving skills.  They will have demonstrated success executing multiple complex and fast paced technology projects across matrixed stakeholders.  This Manager will have experience managing and prioritizing multiple assignments while meeting deadlines, the ability to develop effective cross-team working relationships and the capacity to work independently and to adapt to rapidly evolving work priorities. They will have strengths in communicating and influencing partner teams within the department as well as external stakeholders to adopt recommendations.  Importantly, this colleague will be comfortable and effective at communicating relevant updates to senior leaders. An overview of job functions include:

Stakeholder management and leadership: successfully impact and influence to align stakeholders to your vision, to set work in motion and to implement transformations.

Patient journey evaluation and mapping: Evaluate the current journey, identify gaps and ways to personalize, engage and transform patient interactions.

Evaluate the market: Research the marketplace and competitive landscape for best-in-class benchmarks, and bring recommendations back to the core team in the form of polished PowerPoint presentations.

Set direction: Use formal methods of prioritization to determine impact, strategic importance  / value and a focus area.  Meet with various business and legal teams to gain perspective, seek alignment, capture requirements and recommendations and adjust plans accordingly.

Advance the roadmap: lead and influence cross-functional technical working teams to drive your proposed transformations forward.

Tell the story: develop polished PowerPoint presentations that showcase newly proposed and exciting journey transformations, roadmap updates, key accomplishments, and key decisions. Present these materials in regular leadership forums to raise awareness and to keep others informed.

Analytical approach: use data to drive strategic decisions and to identify opportunities for transformation and continued refinement.

Required Qualifications

• 2+ years of relevant work experience in pharmacy technology, operations, product management/development, strategy
• Demonstrated experience with developing clear and compelling PowerPoint presentations which effectively convey strategy, customer and business rationale storylines.
• Experience driving cross-functional initiatives, with demonstrated success delivering projects end-to-end
• Experience identifying and documenting projects/products in the Agile process
• Experience developing roadmaps, building IT projects, UAT, and ETE project execution
• Experience building and delivering leadership-facing presentations and materials
• Strong organizational skills and ability to manage multiple priorities
• Strong problem-solving and critical thinking skills
• Strong communication (written and oral) skills
• Proficiency in MS Office, Word, Excel, PowerPoint, and manipulating data with Access or some other database
• Proven ability to network and maintain strong relationships with diverse stakeholder groups and organizations

Preferred Qualifications

• Advanced degree (e.g., MBA, MPH)
• Work experience within the healthcare industry
• 1+ years of experience with UAT and ETE testing in RxC
• Ability to partner well cross-functionally and charter ambiguous environments
• Strong presentation and written/verbal communication
• Possess organized, detail-oriented, and structured thinking and demonstrate a high level of independent judgement and proactivity

Education

Bachelor's Degree required and/or equivalent work experience

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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.

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