Does being on the inside of a transformational organization sound exciting to you? Well, read on! Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nations premier health innovation company. Through our health services, insurance plans and community pharmacists, were pioneering a bold new approach to total health. As a CVS Health colleague, youll be at the center of it all!
The Digital Global Delivery Center (DDC) Leader will report to the Chief Digital Officer and is ultimately tasked with designing, building, and transitioning CVS Healths Enterprise Digital department to a more global workforce, and further leading the on-going strategy of a global delivery network of teams. This leader will be responsible for the strategic development, planning and execution to access talent in global locations to deliver long-term efficiency and effectiveness opportunities. You will work with a vendor partner to bring our culture, quality of engineering, and employ our Scaled Agile (SAFe) practices of software development with the consumer lens in mind, to a new location that will leverage talent in other parts of the world.
You will establish how the DDC will work within the department, focused on transition, performance and vendor management, opportunity identification, and continuous improvement. Once the DDC has been established, you will focus on ensuring the programs strategic utilization throughout Enterprise Digitals operations, to include but not limited to standing up the teams and agile release trains (ARTs) to support the product innovation, creation and ongoing development of the customer experience and online journey. Youll collaborate closely with IT and Analytics partners to incorporate the legacy work needed in the development of the product and KPIs that will be used to measure success.
The Digital Delivery Center Leader will demonstrate a proven ability to lead and execute within complex organizations and possess a broad understanding of the health care landscape, software product development, technology delivery and operations, application outsourcing, labor and operations cost management practices and levers, emerging trends and capabilities.
Set the vision and strategic direction for how the CVS Healths Enterprise Digital department will operate its first, and potential future, offshore locations. Participate in location and vendor partner selection, defining what success will look like and setting the roadmap to achieve the desired timelines and deliverables.
Leads the initial design, development, and implementation of the Digital Delivery premier center and operations
Partner with senior leaders in identifying the strategy and structure to build teams to access talent in global locations, and optimize our processes globally across geographic locations
Manage relationships with process stakeholders, including internal & external customers and colleagues in functions related to process execution
Identify, plan for and develop strategies, services and activities to support current and future customer needs in an efficient, high quality and cost-effective manner
Must be willing to relocate to the country selected to truly embed the culture and manage the operations
Must be willing to travel internationally ~30% of the time, to account for travel back to the US for leadership meetings, training and development, stakeholder engagement, etc.
Technology Delivery & Operations
This leader will be responsible for achieving software product delivery and operational performance goals for each end-to-end process, including targets for process quality, cost, effectiveness, and customer satisfaction.
Accountable for setting, measuring, and delivering against key performance indicators (KPIs) for the Digital Delivery Center as a whole, and individual processes
Responsible for identifying software product or service delivery issues, and formulating remediation plan to address persistent issues
Ensure needs of internal and external customers are met, managing expectations of senior leaders and functional colleagues
Drive continuous improvement through agile learning & development, culture transformation, process centralization, standardization, automation, optimization, and differentiation
Responsible for defining internal controls and ensuring internal controls are operating effectively
Manage vendor strategy, sourcing, selection, contracting, SLAs, and performance as needed
Manage the overall budget and spend for DDC development and vendor relationships
Partner with Enterprise Workforce Strategy leadership on ongoing maintenance and shared services
Provide strategic input and analysis of budgets, financial reports, and financial trends to central Finance office
Work with vendor partner to ensure our CVS Health brand in the global marketplace is equal to or exceeding the Employer expectations of the region (relating to working conditions, benefits, salary expectations, etc.)
Provide overall leadership, motivation, and support to the DDC organization, including expertise, proactive guidance, troubleshooting support, issue escalation, and development opportunities through reviews and feedback
Build and manage a high performing agile teams to manage multiple, parallel transitions that will execute the operational changes to the organizations business and operational functions
Ensure execution occurs in a manner that minimizes organizational disruption; maximizes end user experience with positive colleague engagement impact
Model and actively demonstrate the servant leader culture to foster the agile mindset and practices currently existing across the Digital and teams.
Comprehensive health, dental and vision insurance
PTO and family leave Employee discounts
10+ years of experience leading and growing a global client-service or customer-oriented Technology function involving transformational initiatives and processes across multiple functions and geographies
7+ years in a senior leadership role with direct experience running agile technology delivery (using scale frameworks like Scaled Agile Framework (SAFe)) and operations centers and creating global in-house centers in global locations
Experience delivering an technology operating model with in-sourced and out-sourced/service management components
5 + years of Experience leading, developing and coaching employees and high performing teams in a geographically dispersed matrixed organization
Experience with developing career paths and identifying development opportunities in collaboration with functions, to ensure ongoing growth and retention of top talent within Global Enablement and related functions
Change management expertise that integrates the project, cultural and business impacts
Strong business acumen with ability to identify and proactively address impacts and disruptions
Strategic and forward thinking with the ability to drive execution to deliver results
Strong collaboration and relationship management knowledge, skills and abilities to establish creditability and confidence with customers and employees
Strong personal presence and ability to influence, galvanize and align customers and employees at all levels
Understands and stays current with global growth trends and emerging consumer behavioral trends; Proficiency required in understanding and adapting to a rapidly changing digital world as it applies to new ways to reach clients, consumers and members
Exceptional digital team builder and developer of direct, indirect, and non-report talent
A growth mindset and accountability to deliver exceptional outcomes consistently
Masters (or equivalent experience)
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.