Senior Manager, CFAO Change Management & Communications

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.

Position Summary

Would you like to join CVS Health, a Fortune 6 company, on our multifaceted Pharmacy Benefits Management (PBM) Strategic Initiatives team? This high impact, high visibility leadership role is critical to supporting our 250-person cross-functional department as CVS Health continues expanding in the healthcare and PBM industry.

As the Senior Manager in the Client Financial Analysis Organization (CFAO), you will be responsible for creating and leading a department-wide portfolio & roadmap of change management & communications initiatives. You will lead a high performing team capable of prioritizing & supporting organizational initiatives with agility & efficiency. Above all, you will drive a consumer-focused culture, regularly surveying and understanding our audience’s needs and ensuring we deliver accordingly.

Some of your key responsibilities will include:

• Creating and providing oversight to a multi-faceted portfolio, including but not limited to: training for CFAO new hires, specialized product training, continuous learning module creation, holistic CFAO communication strategy, and more.
• Strategic short-term and long-term planning and formulating recommendations with proactive notification of risks or timeline negotiation. 
• Building and cultivating strong relationships with key partners and leaders, with a focus on our internal end users.
• Proactively collaborating with business partners, subject matter experts, and team members to develop virtual instructor-led training, on demand e-learning, and effective communication mechanisms.
• Managing and delegating multiple projects, including communication with leadership and partners across multiple business areas.
• Creating & cascading clear, salient, and timely leadership-facing materials, influenced by a strong ability to anticipate diverse audience needs.
• Leading curriculum design with engaging & creative content for adult learners.
• Oversight to a welcoming and engaging onboarding curriculum for new colleagues.
• Drafting and circulating inclusive department-wide communications, such as newsletters and change management cascade, keeping the full audience top of mind.
• Coordinating department-wide learning sessions / webinars.
• Identifying and sourcing regular feedback to measure colleague / end user satisfaction.
• Defining success and delivering appropriate reporting accompanied by recommendations to close gaps to target.
• Collaborating with partners to (re)organize and maintain the existing library of training resources and pricing strategy job aids to ensure they’re effective, relevant, and intuitive to locate to drive underwriter / end user efficiency.
• Regularly identifying and recommending opportunities for continuous improvement, including platform changes, to support the department.
• Leading and developing direct reports to build a high performing team while providing regular coaching & feedback, delivering performance reviews, and succession planning.
• Performing other duties as assigned or determined by business needs.

You will be successful if:

• You lead by example, enjoy coaching and developing your team, and can flex strategically between “leading” and “doing.”
• You’re always looking for new tools or tactics to maximize engagement and impact.
• You are a creative innovator, dynamic problem solver, and enjoy thought partnering.
• You’re able to break down complex topics into meaningful, understandable learning experiences.
• You handle ambiguity gracefully, organize chaos for others, and are comfortable wearing multiple hats.
• You are highly organized with strong attention to detail.
• You care about colleague satisfaction; you like to analyze, interpret, and apply data / KPIs to improve training content.
• You adapt to learning styles over cross-generational audiences and can deliver results in a fast paced, collaborative environment.
• You’ve built and maintained strong relationships, and can influence up, down and across.
• You’re a self-starter; you take initiative, are solution-focused, and have a growth mindset.
• You appreciate feedback and seek diverse perspectives.

Required Qualifications

• 7+ years of experience at a healthcare company or corporate role with increasing responsibilities, focused on adult learning strategy, communications strategy, and change management.  
• 3+ years of experience leading direct reports.

Preferred Qualifications

• 5+ years of experience facilitating meetings / webinars for large, diverse audiences.
• 5+ years of experience developing content for change management, training, and / or communications with an audience base of at least 100+.
• Knowledge of PBM business, managed care, or prescription drug industry.
• Experience with interactive tools to facilitate engaging learning sessions (e.g., polling).
• Proficiency with industry standard design and e-learning authoring software (Articulate Storyline preferred, Camtasia).
• Experience utilizing various Learning Management Systems (Saba preferred).
• Excellent relationship management and experience working within a complex organizational environment.
• Experience with effective change management and collecting post-implementation feedback for continuous improvement / iteration.

Education

• Bachelor’s degree or equivalent experience required.

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

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.