Manager, Service Operations

CVS Health • Massachusetts, Massachusetts • 1w ago

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable 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.

The Renewal and Reporting Team Lead is a key operational leadership role responsible for overseeing the execution of Renewal and Reporting team processes, programs, and case workflows. This role requires strong working knowledge of RnR operations, renewal workflows, Salesforce case management, reporting expectations, and cross-functional partnership points. The Team Lead serves as a primary resource for complex case review, stakeholder coordination, team guidance, and continuous process improvement, while helping ensure work is delivered accurately, efficiently, and in alignment with operational expectations.

This position is intended for a colleague with direct experience in RnR processes, reporting operations, and renewal case execution who can quickly assume day-to-day leadership, training, workflow oversight, and process enhancement responsibilities.

What You Will Do

Facilitate and oversee execution of renewal processes, reporting-related programs, and operational workflows to ensure successful delivery

Lead daily case call discussions and review complex Salesforce cases to support timely resolution and consistent execution

Serve as a primary point of contact for Client Management throughout the renewal process, maintaining strong and effective working relationships

Coach and guide team members through training, education, and day-to-day support to strengthen adoption of renewal processes and case request workflows

Partner with internal and external stakeholders to gather requirements, assess operational needs, identify risks, and support mitigation planning

Provide regular status updates, address operational concerns, and escalate issues as needed to support timely resolution

Identify, recommend, and help implement process improvements and best practices that strengthen efficiency, quality, and team scalability

Lead and support small internal team initiatives, including but not limited to process improvements, workflow enhancements, reporting refinements, and operational changes that improve Renewal and Reporting team effectiveness, consistency, and scalability

Provide leadership, mentorship, and workflow direction to support a collaborative and high-performing team environment

Minimum Requirements

5 to 7 years of reporting experience

3 to 5 years of experience working with Salesforce and the insurance renewal process

3 to 5 years of health insurance group benefits experience

Demonstrated experience managing or guiding complex workflow in a renewal, reporting, or case-driven operational environment

Strong working knowledge of renewal processes, reporting expectations, stakeholder support, and case management practices

Strong problem-solving and decision-making skills

Demonstrated growth mindset, including agility and the ability to develop yourself and others

Strong execution and delivery skills, including planning, prioritizing, and supporting work in a fast-paced operational setting

Ability to coach team members and provide clear operational guidance grounded in real process knowledge

Preferred Requirements

Direct experience supporting Renewal and Reporting team processes and workflows

Advanced experience with Salesforce case management, reporting, and dashboard tools

DG experience

Tableau experience

Education

Bachelor's degree preferred, or equivalent specialized training or relevant professional qualification

Anticipated Weekly Hours

Time Type

Full time

Pay Range

The typical pay range for this role is:

$54,300.00 - $159,120.00

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.

This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments (https://learn.bswift.com/cvshealth-mainland) .

We anticipate the application window for this opening will close on: 09/30/2026

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

CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran - committed to diversity in the workplace.

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