Sr. Mgr, Outreach Technology Support and Planning

Sr. Manager, Outreach Technology Support and Planning

How will this role have an impact?

The Sr. Manager of Outreach Technology Support and Planning will ensure the stability, performance, and continuous improvement of the platforms and operational infrastructure that power our member outreach capabilities. Sitting at the intersection of technology, operations, and planning, this role serves as the primary bridge between our Member Engagement and Production teams and our Technology and Product partners, while overseeing the forecasting and capacity planning function that drives outreach staffing decisions.

This leader will manage a team of operational production support analysts as well as a Manager of Planning, with integrated ownership across day-to-day execution and longer-horizon workforce planning. This role reports to the Executive Director, Digital Product.

What will you do?

Technology Support & Platform Ownership

• Serve as the primary liaison between operational and technology teams, ensuring outreach infrastructure — including the dialer/telephony platform and related vendor systems — is stable, issues are escalated appropriately, and partners are aligned on system performance and recommendations

• Build deep platform expertise across core outreach systems; lead troubleshooting, escalation, and follow-up for platform issues and serve as a super user and subject matter expert

• Partner with Product and Technology to track and prioritize system backlog, coordinate pilots and testing, and manage a team of operational support analysts including hiring, performance management, and career development

Operational Execution, Process Improvement & Pilot Support

• Oversee the team’s execution of core dialer operations, including campaign configuration, ANI inventory management, and platform activities that keep outreach running reliably day to day

• Establish audit and quality control processes across dialer configurations and platform operations; lead the development of comprehensive process documentation and standard work, and identify opportunities to eliminate or automate low-value work

• Own the team’s ticket and request management process — defining response protocols, escalation paths, and SLAs — and evolve the team’s scope over time toward coordination and project management of outreach pilots, including planning, execution, and reporting on results

Planning, Forecasting & Capacity Management

• Provide oversight and direction to the planning function, ensuring the development and maintenance of robust forecasting models that incorporate dialer performance, reach rates, call center performance, schedule rates, and partner channel inputs

• Evaluate operational trends that impact production volume and translate insights into actionable capacity and staffing recommendations for senior leadership

• Partner cross-functionally with Analytics, Finance, and Operations to gather and interpret data inputs that drive production forecasts

Cross-Functional Leadership & Stakeholder Management

• Act as a strategic partner across Production, Member Engagement, Technology, Product, Analytics, and Finance — aligning teams on operational priorities, platform capabilities, and capacity constraints

• Communicate effectively with senior leadership on system status, planning assumptions, and forecast accuracy; consolidate complex analyses into clear, consumable content

• Lead root cause analyses when results diverge from expectations; deliver timely reports and dashboards that surface actionable insights; support business case development for key pilots and initiatives

We are looking for someone with:

• 7–10 years of relevant experience in operations, technology support, or a related field with exposure to production or outreach environments

• Demonstrated experience leading and developing teams, including managing through other managers, with a track record of building talent depth and team capability

• Strong cross-functional leadership skills — able to partner effectively across technical and non-technical teams and communicate clearly at all levels of the organization

• Experience in workforce planning, capacity modeling, or operational forecasting; comfortable working alongside a dedicated analytics or planning function

• Proficiency with data and analytics tools; SQL and/or Snowflake experience a plus, along with Power BI, Tableau, or comparable platforms

• Familiarity with dialer, telephony, or other operational platforms and/or experience with outreach performance metrics a plus

• Demonstrated ability to build operational process and structure — including documentation, standard work, and quality controls — in a fast‑paced environment

• Excellent communication and presentation skills; able to synthesize complex information for senior leadership audiences

Pay Range

Pay Range: $75,400.00 - $165,954.00

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. This position also includes an award target in the company’s equity award program.

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.

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