Senior Manager, Outreach Technology Support and Planning

This is a fully remote position, open to applicants in Texas.

📋 Description

• Act as the key point of contact between operational teams and technology departments for outreach infrastructure and vendor systems.

• Ensure the stability of dialer and telephony platforms, escalate any issues, and align partners regarding system performance.

• Develop expertise in the platform and lead troubleshooting efforts, escalation processes, and follow-up for any platform-related issues.

• Collaborate with Product and Technology teams to monitor and prioritize the system backlog, and coordinate pilots and testing initiatives.

• Oversee the management of operational support analysts, including recruitment, performance evaluation, and career growth opportunities.

• Supervise dialer operations, which includes campaign setup, management of ANI inventory, and overall platform activities.

• Implement audit and quality-control procedures, and create process documentation along with standard operating procedures.

• Manage ticket and request handling processes, encompassing response protocols, escalation pathways, and service level agreements (SLAs).

• Coordinate and report on outreach pilots and related initiatives.

• Supervise forecasting models and capacity planning for outreach staffing strategies.

• Analyze operational trends and offer capacity and staffing recommendations to senior leadership.

• Work closely with Analytics, Finance, and Operations to provide production forecasts.

• Align priorities and constraints between Production, Member Engagement, Technology, Product, Analytics, and Finance teams.

• Communicate system status, planning assumptions, and forecast accuracy to senior leadership effectively.

• Conduct root-cause analyses and produce reports and dashboards with actionable insights.

• Assist in developing business cases for pilots and initiatives.

• Report directly to the Executive Director of Digital Product.

⛳️ Requirements

• 7–10 years of relevant experience in operations, technology support, or a similar field.

• Experience in production or outreach environments.

• Proven experience in leading and developing teams, including management through other managers.

• Strong history of building talent depth and enhancing team capabilities.

• Demonstrated cross-functional leadership skills across both technical and non-technical teams.

• Experience in workforce planning, capacity modeling, or operational forecasting.

• Proficiency with data and analytics tools.

• Familiarity with SQL and/or Snowflake is a plus.

• Experience with Power BI, Tableau, or similar platforms.

• Knowledge of dialer, telephony, or other operational platforms is advantageous.

• Experience with outreach performance metrics is a plus.

• Ability to establish operational processes, create documentation, standard work, and enforce quality controls.

• Exceptional communication and presentation skills.

• Capability to synthesize complex information for senior leadership audiences.

🏝️ Benefits

• CVS Health bonus, commission or short-term incentive program.

• Award target in the company’s equity award program.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.