Description
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. *Job Summary:* The *Operational Readiness Project/Program Manager *is a product management role within the BTSS (Service Operations) organization. The mission of this role is to ensure preparation for Your Aetna Virtual Assistant to be activated. Your Aetna Virtual Assistant (YAVA) is a conversational AI bot that is the strategic replacement for the traditional IVR that is in place today. This position is responsible for defining the roll out plan with our business and product teams while considering the features that are needed and ensuring it aligns with overall strategy and execution in the following areas: *Operational Readiness – fostering preparedness of operational standards and practices* * Promote a readiness plan related to operations and continuity. * Formulate documents and processes to support readiness. * Facilitate communication plans to achieve preparedness. * Enforce standards to maintain business continuity. *Continuous Improvement – Finding new opportunities that foster process improvement and growth* * Facilitate improved coordination between affected partners. * Conduct internal assessments and gap analysis. * Champion change management with additional communication assets. *KEY RESPONSIBILITIES* * Operational readiness for YAVA supporting over 1,500 toll free numbers * Continuous improvement opportunities for YAVA and GPS related to >30M calls per year * Liaison to Account Manager teams, Legal, Compliance, WFM, etc. * Marketing artifact support and creation for YAVA * Discover and articulate key uses cases and requirements to Product team to inform SAFe Agile features. * Assures product strategy is followed from internal pilots to external launch. * Propose features that offer alignment across platform priorities. * Maintain strong relationships across key stakeholders and constituents. * Escalate risks and issues to program backlog to stakeholder along with providing recommendations on tradeoffs and solutions. * Collaborate with Product team on feature acceptance criteria. * Responsible for release definition as well as works with release management, where applicable, to decide when enough value has been accrued to warrant a release to the customer. * Attend various program ceremonies, e.g. demos * Set goals in the assessment of Metrics, including evaluation of business value achieved versus plan. * Provide subject matter expertise on rollout plans and implementation to stakeholders and scrum teams. *Required Qualifications* * Ability to deliver convincing business case recommendations to senior management. * Healthcare experience * Success meeting the needs of a diverse set of internal business stakeholders. * 2+ years marketing experience * Intermediate Power Point deck creation and presentation experience * Intermediate Excel knowledge *CRITICAL SKILLS/COMPETENCIES* * Strong critical thinker who makes balanced, insightful decisions. * Outstanding verbal and written communication skills. * Demonstrated collaborative style, with ability to find solutions * Ability to work independently and self-organize. *Education* * Bachelor's Degree or Equivalent Work Experience *Pay Range* The typical pay range for this role is: $60,300.00 - $132,600.00This 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/benefits](https://jobs.cvshealth.com/benefits) We anticipate the application window for this opening will close on: 03/17/2024CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work. CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through [ColleagueRelations@CVSHealth.com](mailto:ColleagueRelations@CVSHealth.com) If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.
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