Contact Center Technology - Client Product Owner

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

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
* Bachelors Degree or equivalent experience
* Masters Degree preferred

Business Overview
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.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day.
CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
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