Job Description
Title: Contact Center Technology – Client Product Owner
Location: Remote – United States
Category: Product Management|Product Innovation|PBM
Job Type: WFH Flexible
Salary: 75400 – 158300 /year
Job Description:
Do you want to make an impact on a team and become a healthcare innovator? As the Contact Center Technology Client Product Owner, you will be part of our Prescription Benefit Management (PBM) Customer Care Continuous Improvement team. This team is focused on transforming service experience for members and improving operational efficiency. You will have the opportunity to ideate and drive new strategic and operational initiatives, which will have a profound impact on the future direction of the company.
In this role, you will be the single point of contact for all the contact technology transformations for a blue-chip client. You will collaborate a wide range of stakeholders across business, IT, and the client to ideate and implement multi-year technology changes. The role requires ability to build trusted partnerships, think strategically, drive outcomes and influence decisions to deliver on enterprise goals and meet client commitments.
Roles and Responsibilities:
- Collaborate with product owners of various contact center technology products such as IVR, Telephony, WFM, CRM to understand the product offerings and educate the client
- Partner with client to understand their technology and member experience strategy and translate those to product teams to inform integrated technology roadmap
- Negotiate and influence decisions with client and internal partners on scope, solution, and priority to inform product backlog and implementation timeline
- Coordinate with internal partners and the client on the communication strategy and governance processes associated with technology transformations to ensure seamless engagement and meet contractual commitments
- Create and deliver executive presentations including product demos to internal leadership and the client to inform progress, drive decisions and manage risks
- Partner with stakeholders in business and IT to coordinate on product releases and change management to ensure seamless technology and process transitions
This is a work-from-home opportunity from any location within the United States.
Pay Range
The typical pay range for this role is:
Minimum: 75,400
Maximum: 158,300
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
Required Qualifications
- 4+ years experience in leading product strategy and driving medium-large scale technology transformations in matrix organizations
- 2+ years experience delivering process improvement and/or product development in a Contact Center space
- Demonstrated experience creating and delivering executive presentations in a client facing role
COVID Requirements
COVID-19 Vaccination Requirement
CVS 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.
Preferred Qualifications
- Experience in PBM/Healthcare industry
- Experience in contact center technology strategy and consulting
- Familiar with Agile/SAFe implementation methodologies
- Proven ability to influence decisions across different levels of organization
Education
- Bachelor’s Degree or equivalent experience
- Master’s Degree preferred