Senior Manager, Outreach Technology Support and Planning

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Job Description:

  • Serve as the primary liaison between operational and technology teams for outreach infrastructure and vendor systems
  • Ensure dialer/telephony platforms are stable, escalate issues, and align partners on system performance
  • Build platform expertise and lead troubleshooting, escalation, and follow-up for platform issues
  • Partner with Product and Technology to track and prioritize system backlog, coordinate pilots and testing
  • Manage operational support analysts, including hiring, performance management, and career development
  • Oversee dialer operations, including campaign configuration, ANI inventory management, and platform activities
  • Establish audit and quality-control processes and develop process documentation and standard work
  • Own ticket and request management processes, including response protocols, escalation paths, and SLAs
  • Coordinate and report on outreach pilots and initiatives
  • Oversee forecasting models and capacity planning for outreach staffing decisions
  • Evaluate operational trends and provide capacity and staffing recommendations to senior leadership
  • Partner with Analytics, Finance, and Operations on production forecasts
  • Align Production, Member Engagement, Technology, Product, Analytics, and Finance teams on priorities and constraints
  • Communicate system status, planning assumptions, and forecast accuracy to senior leadership
  • Lead root-cause analyses and deliver reports and dashboards with actionable insights
  • Support business case development for pilots and initiatives
  • Report to the Executive Director, Digital Product

Requirements:

  • 7–10 years of relevant experience in operations, technology support, or a related field
  • Experience with production or outreach environments
  • Experience leading and developing teams, including managing through other managers
  • Track record of building talent depth and team capability
  • Strong cross-functional leadership across technical and non-technical teams
  • Experience in workforce planning, capacity modeling, or operational forecasting
  • Proficiency with data and analytics tools
  • SQL and/or Snowflake experience a plus
  • Power BI, Tableau, or comparable platform experience
  • Familiarity with dialer, telephony, or other operational platforms a plus
  • Experience with outreach performance metrics a plus
  • Ability to build operational processes, documentation, standard work, and quality controls
  • Excellent communication and presentation skills
  • Ability to synthesize complex information for senior leadership audiences

Benefits:

  • CVS Health bonus, commission or short-term incentive program
  • Award target in the company’s equity award program
  • Medical coverage
  • Dental coverage
  • Vision coverage
  • Paid time off
  • Retirement savings options
  • Wellness programs
  • Other resources supporting physical, emotional, and financial well-being
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