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CVS HealthCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading complex, cross-functional initiatives within contact center operations, focusing on project management, stakeholder engagement, and data-driven decision-making. Proficient in translating business needs into actionable plans while ensuring effective change management and adoption.
Highest-signal resume keywords
Project ManagementCross-Functional LeadershipStakeholder EngagementData AnalysisChange Management
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Lead complex, cross-functional initiatives for the Contact Center of Excellence from initial concept through implementation and value realization
- Lead multiple concurrent projects and workstreams from discovery through launch and post-implementation review
- Define scope, objectives, deliverables, milestones, dependencies, risks, decision points, and success measures
- Build and maintain integrated project plans, governance routines, status reporting, RAID logs, and executive-ready updates
- Drive accountability across cross-functional teams and resolve issues threatening scope, timing, cost, quality, or adoption
- Plan and manage pilots, implementation readiness, change adoption, and transition to ongoing operations
- Translate contact center business needs into requirements, use cases, process designs, and implementation plans for analytics- and technology-enabled solutions
- Partner with DDAT, BTSS, Digital, Operations, Analytics, Training, Compliance, HR, and Finance teams
- Apply knowledge of the Contact COE technology environment to accelerate planning, identify dependencies, and support adoption
- Establish outcome measures and use data to assess effectiveness, identify trends, and guide decisions
- Communicate program status, financial performance, risks, decisions, and recommendations to senior leaders
- Lead stakeholder engagement and change activities promoting understanding, adoption, and sustained results
Requirements
What you’ll need- 7+ years of relevant professional experience, including 5+ years leading cross-functional projects or programs
- Demonstrated success managing complex, multi-workstream initiatives with ownership for scope, schedule, risks, dependencies, governance, and outcomes
- Strong project management discipline and ability to create practical delivery plans, status reporting, and executive communications
- Experience partnering across business and technology teams in a fast-paced, matrixed environment
- Strong written, verbal, facilitation, problem-solving, and stakeholder-management skills
- Intermediate to advanced proficiency with Microsoft Word, Excel, and PowerPoint
- Bachelor’s degree or equivalent work experience
- Preferred: experience developing business cases, Contact COE operations, workflows, performance measures, workforce management, or member and provider service environments
- Preferred: working knowledge of IRIS, Sierra, call summarization or call intelligence capabilities, workforce management platforms, QuickBase, Power BI, and Dataiku
- Preferred: experience with capital planning, investment governance, benefits realization, or financial tracking
- Preferred: experience delivering analytics-, automation-, AI-, or digital-enabled contact center solutions
- Preferred: project management certification or formal training such as PMP, Agile, Scrum, or SAFe
- Preferred: experience with change management and facilitation
- Preferred: knowledge of Medicare, Medicaid, Commercial, or Provider Operations
Benefits
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Project Management DisciplineScope DefinitionRisk ManagementProcess DesignImplementation PlanningPerformance MeasurementBusiness Case DevelopmentAnalytics Solutions DeliveryWorkforce ManagementGovernance Routines
Soft Skills
Problem-SolvingFacilitationCommunicationStakeholder ManagementAccountability
Tools & Technologies
Microsoft WordMicrosoft ExcelMicrosoft PowerPointIRISSierraQuickBasePower BIDataikuWorkforce Management PlatformsCall Intelligence Capabilities
Certifications & Qualifications
PMPAgileScrumSAFe
Industry Keywords
Contact Center OperationsMedicareMedicaidCommercialProvider OperationsInvestment GovernanceBenefits RealizationFinancial TrackingAutomationAI Solutions