Executive Director, COE - Telephony IVR

Job Description
The Executive Director, COE - Telephony IVR role will work specifically in Telephony & IVR Routing and will be responsible for working collaboratively with the IT organization as new tech is available and is ready for implementation in the call centers (C360, CCaaS, etc.) driving the business transformation that gives desired outcomes around efficiency and member experience with an early focus on a consistent omni channel member experience across all of CVS Health.

Your role will be responsible to set the enterprise standards in their specific workstream space - IE, WFM technology and its use in support of standard work and optimizing efficiencies. Work with cross functional teams to identify their product requirements and to ensure that they comply to the enterprise standards. Own the product in their workstream to ensure that scheduled features are driving the most value. Tracks product performance post launch to evaluate future investment.

Enterprise scope entails 1,260 call centers, 35,000 colleague call center agents, 7,100 Vendor call center agents across multiple geographies around the world (US, Philippines, Columbia, etc.).

Primary Job Duties & Responsibilities:
* Set standards and drive business transformation in specific workstream area.
* Define call center activities to support strategy and drive business transformation supported by new tech.
* Collaborate with key business partners: IT on technology projects and the impacted business transformation; Finance to drive budget and KPIs; HR to drive talent, selection, coaching needs, etc.
* Bring external views/ideas to the transformation team (via consultants, etc.) in specific area of expertise.

This role is fully remote

Pay Range
The typical pay range for this role is:
Minimum: 131,500
Maximum: 289,300

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
* 10+ years in a contact center environment driving transformations, systems/technology changes and ensuring outcomes. Including proven experience with driving outcomes in a call center environment.
* 10 years experience with budgets, planning, and managing to financial forecasts.
* 10 years experience of combination of Operations, Strategy, Analytical, Technology, and Financial Planning competencies.
* 10 years experience working in either matrix environments or high-collaboration organizations.
* Superior communication skills and proven ability to communicate at all levels of the organization including ELT and CEO.
* Track record of management skills and focus to build, develop, and lead high performing teams both directly and indirectly.
* Sustained success in delivering results within the complex business model and could lead to opportunities to drive across business units at a much broader level.

Knowledge of:
* Contact centers and call center technology usages. Ideally experience across CVS Health to drive the consistent member experience.

Skill in:
* Contact centers and Telephony and IVR routing experience. Member experience.

Ability to:
* Influence others at varying levels of the organization and across business units.
* Mange multiple, competing priorities in a fast-paced team environment.
* Drive long term strategies while delivering on near team objectives.
* Handle high pressure, escalated issues.
* Collaborate across CVS Health enterprise, with all levels of colleagues.

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
* Innovation mindset leveraged to bring forth new and different solutions and challenge the status quo.
* Problem solving skills with an analytical thought process.
* Ability to adapt to a rapidly changing environment and drive challenges to a conclusion.
* Experience developing and implementing process improvement and/or innovation experience developing and communicating strategic and tactical recommendations.
* Ability to manage multiple projects simultaneously, adjusting priorities, deadlines, and understanding potential barriers and next steps.
* Ability to influence officers across the BUs.
* Ability to manage multiple competing priorities in a fast-paced, team environment.

Education
* Bachelors 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.