Manager, Digital Operations – GPS & Plug In Applications

Were building a world of health around every individual shaping a more connected convenient and compassionate health experience. At CVS Health youll be surrounded by passionate colleagues who care deeply innovate with purpose hold ourselvesaccountable and prioritize safety and quality in everything we do. Join us and be part of something bigger helping to simplify health care one person one family and one community at a time.

Position Overview
The Manager of Digital Operations supports day-to-day operational execution for GPS and associated plug in capabilities. With a strong working knowledge of Medicaid this role focuses on ticket execution intake governance incident communications testing support and experience observations ensuring frontline operational needs are met efficiently and consistently.
This role is hands on execution focused and critical to maintaining stability and responsiveness across the platform.

Key Responsibilities
Ticket Execution & Intake Management
Provide ticket support and break fix story support working closely with Product and IT teams to ensure timely resolution.
Act as gatekeeper for operational intake including queues service requests (SRs) and escalation routing ensuring prioritization aligns to business impact and regulatory needs.
Own ticket oversight and trend analysis across GPS and integrated applications identifying systemic issues and driving root-cause remediation in partnership with Product and IT.
Incident Support & Communications
Support IRT communications and IRT lead ensuring accurate updates documentation and stakeholder awareness during incidents.
Partner with Sr. Manager and broader teams to ensure follow through on incident remediation actions.
Testing Support
Execute and support testing activities including UAT regression and system testing for releases and enhancements.
Validate solutions against documented use cases operational flows and Medicaid specific needs.
Experience Analytics & Observations
Conduct Quantum Metric reviews and provide observations on trends defects and experience friction.
Escalate insights and opportunities to senior leaders and Product partners for action.

Required Qualifications
5 years of demonstrated problem-solving skills

5 years of experience working in application operations production support or digital platform support roles.
5 years of organizational skills with the ability to manage intake priorities risks and dependencies.

5 years demonstrated strong verbal and written communication skills

5 years of experience managing cross-functional work and competing priorities.

Preferred Qualifications
Exposure to enterprise incident management models.
Experience participating in Agile delivery teams.

Operational experience with Medicaid.

Familiarity with digital experience analytics tools (Quantum Metric or similar).

Education:

Bachelors degree or equivalent work experience

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience education geography and other relevant factors. This position is eligible for a CVS Health bonus commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers patients members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal state and local laws.