VP Customer Care
Northbrook , Illinois
December 11, 2017
Position Summary:
The VP of Customer Care is responsible for core operational areas with a focus on all aspects of customer care, including commercial, Med D, vendor, BOS, client and member services’ teams. The Leader is responsible for planning and executing a strategy that ensures we are performing at the highest levels of efficiency and compliance to deliver best in class service to our Members and Clients. Customer Care is the primary contact channel for PBM Operations, retail pharmacies, and emerging consumer products. This role is also responsible for collaborating with Sales, Client Services, Marketing, Government Services and Account Management to deliver unique Client growth and customer service initiatives that allow our Clients to differentiate in the marketplace. Building a sustainable, scalable operation delivering efficiencies while remaining flexible to meet the needs of a changing market and client base is of critical importance in this role.


Team Leadership: Lead team in operations excellence. Build high performing team that is able to meet the needs of our business and deliver operational results. Engages cross-functionally, to include leaders from key areas such as Government Services, Sales, Retail Operations and Client Services to ensure member services has the data and direction needed to deliver results. Work closely with other member services peers to share best practices and build synergies where possible. Delivers effective and concise communication to a diverse range of individuals and promotes strong colleague engagement and development.

Sets Direction/Acts Strategically: Work directly with PBM innovation to identify process and product innovation and champion that work as the executive sponsor. Ensure leadership team below them understands the vision of operations and is always seeking ways to deliver results effectively and at scale.

Delivers Results: This leader has ultimate accountability to manage the P&L. This Leader will deliver service excellence, continuous improvement of core services, client requirements and achieve strong client and member satisfaction standards.

Operational Accountability: Oversees all aspects of the customer care operation, ensuring the work is done, within budget, and meets the expectations of clients, and members ensuring we are building a best in class operation for the enterprise. This Leader will leverage deliver against enterprise initiatives without compromise to the client or member experience.

Service: Is the Champion for making CVS Health Famous for Service in the experience of our patients and clients. This responsibility requires making the connection, at all times, between the opportunities presented to our employees to take action and the difference they can make in the service impression left with our patients and clients. Ensuring our employees understand the value we place on the display of the behaviors that drive service in the experience of our patients and clients.

Communication: Is an effective communicator with clients and internally to our company. These communications may be strategic in nature or the conveying of our plan to improve or advance a particular part of our business. Detail and a presence are essential here.

Required Qualifications:
  • 1 0 + years of professional experience leading a complex customer care or call center operation team.
  • 10 + years of experience demonstrating the ability to identify and define business problems and opportunities, develop strategic, analytical, and financial frameworks to conduct analysis that result in effective operational alignment.
  • 10 + years of experience with increasing operational responsibility within a large company.

/* Style Definitions */
{mso-style-name:"Table Normal";
mso-padding-alt:0in 5.4pt 0in 5.4pt;
font-family:"Times New Roman",serif;}

Preferred Qualifications:
  • Analytical Rigor: Proven capability to conduct and manage operations metrics Passion for Health Care: A history of work in the health care industry and an ongoing desire to make one of the world’s strongest health care companies even stronger
  • Team Leadership: Highly developed relationship-building skills to foster effective working relations across a matrix organization of functional and divisional leaders, and the Executive Committee. Demonstrated ability to build and engage a high performing team.
  • Effective Communication Skills: Ability to communicate effectively, both verbally and on paper, and with all levels of an organization. Communicate in an open and honest way that quickly builds trust and respect.
  • Influences Others: Must possess the ability to structure useful guidence around complex strategy decisions, to influence and guide the decisions made by others, especially the most senior leaders
  • Fosters Innovation: Ensures and capitalizes on unique market differentiators

  • MBA or Advanced Degree

Business Overview:
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking AA EEO CVS Health

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: https://jobs.cvshealth.com/

A little about us:

Please stay connected with us: Sign up to receive our job alert notifications.

Or learn more about us: https://jobs.cvshealth.com/careers-news

Know someone who would be interested in this job? Share it with your network.