Sr. Manager, Outreach Technology Support and Planning

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 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. Roles and Responsibilities:   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