Senior Manager - WFM Advanced Analytics

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

The Senior Manager of WFM Advanced Analytics serves as the data science lead for the Retail Customer Care WFM Analytics Team which encompasses inbound, outbound, and digital customer interactions.  The primary responsibilities include the development, implementation, & analysis of labor staffing, workload inputs, ETL automation, application development & root cause analysis.  The position is accountable for cross-platform analytics which includes data governance, database design oversight, linear and nonlinear Machine Learning model development, statistical analysis, and big data analytics.  Big data analytics will entail structured, semi-structured, and unstructured data sets from Large Language Models and Neural Networks which will require advanced technical skill sets. They will drive a culture of continuous learning, high emotional intelligence, output ownership, inspection, and root cause analysis, with a focus on removing variation from the system and removing defects from processes. The Senior Manager will work in a fast-paced, dynamic, and change readiness environment, with the flexibility to immediately adapt to shifting priorities and demands.  Approximately 10% travel.
 

Primary Duties and Responsibilities include:

• Serve as the Analytics team SME on assigned projects, identifying and communicating key tasks required for project success; when unable to fulfill the SME role directly, ensure a team member is fully enabled to represent the team and drive progress forward.

• Leverage advanced programming languages (e.g., SQL, Python, R) and machine learning models to architect and deploy comprehensive analytic solutions. These solutions will drive operational efficiency, optimize performance metrics, and automate key processes, including performance-based skilling, schedule optimization, and agent performance. Spearhead the collection, analysis, and execution of the organization's AI implementation strategies.

• Mentor and develop the analytics team on cutting-edge technologies such as Large Language Models (LLM), Artificial Neural Networks (ANNs), and other machine learning advancements. Strategically prioritize workload and ensure adherence to the team's roadmap and deliverable commitments.

• Act as the principal data science authority and primary liaison with Business Unit Leadership on operational impacts (telling the story with data). Lead and assess projects focused on risk and cost analysis, user interface development, and the enhancement of report delivery and automation

• Ensure data integrity across all customer-facing sources by validating consistency and accuracy; proactively own the investigation and resolution of discrepancies through thorough research and remediation efforts

• Forensic science level inspection of work for yourself and your team.

• Collaborate with key stakeholders to ensure system and security compliance, design robust ETL pipelines, maintain source system connectivity, and manage financial obligations effectively.

Required Qualifications

• 2+ years demonstrated knowledge and experience with advanced Prompt Engineering for Large Language Models (LLM), Artificial Neural Networks (ANNs), and Data Governance

• 2+ years demonstrated knowledge of programming languages (Ex: Python, SQL, or R)

• 3+ years demonstrated utilization of Five9 ACD data

• 3+ years leading advanced analytics team

Preferred Qualifications

• Demonstrated experience in data governance and version control standards

• Demonstrated knowledge of utilizing back-end API’s for WFM software such as IEX, Verint, etc.

• A.I./Machine Learning validation, testing and parameter tuning

• Experience in data architecture with the ability to write scalable, production-level code within GCP & Snowflake environments

• Data visualization development experience (Ex: Tableau or Power BI)

• Demonstrated experience with Correlation Analysis

• Demonstrated advanced Excel report development (e.g., Advanced Formulas, Power Pivot, Charts and Graphs, VBA & Macros, etc.)

• Demonstrated experience with steering Business Unit Level ROI analysis & dissemination designed for executive level leadership (VP & above)

Education: Bachelor’s degree in business analytics, mathematics, or demonstrated equivalent work experience utilizing data to tell the story. Master’s degree preferred.

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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

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