Sr. Manager, Sales Call Center Operations and Enablement

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.

Oak Street Health®, a part of CVS Health, helps older adults stay healthier and live fuller lives through our 230 centers across 27 states. Our value-based care model helps us consistently deliver better patient experiences and outcomes.

Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street’s care is based on an entirely new model that is based on value for its patients, not on volume of services. The company is accountable for its patients’ health, spending more than twice as long with its patients and taking on the risks and costs of their care. For more information, visit  http://www.oakstreethealth.com.

As a Sr. Manager, Growth you will play a critical role in supporting our Oak Street Health patients, providers and business by leveraging analytics and strategic thinking to accelerate the growth of Oak Street Health by driving improvements across the Growth organization.  This is an opportunity to partner across the organization to identify data-backed solutions to key pain points, as well as develop and help implement creative initiatives that will drive OSH’s rapid growth.  This is a high-profile role with regular visibility to the Chief Growth Officer.  The role will report to the Lead Director of Sales Excellence. 

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  Lead a growing team of Sr. Associates and Analysts to Perform data / analytics to inform decision-making and ensure smooth operations within the Sales Call Center

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  Own forward key initiatives to improve velocity of growth and/or ROI of acquisition spend

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  Collaborate with growth leaders to develop and maintain daily / weekly / monthly reporting, driving insights and action items to improve performance

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  Collaborate with Product, IT, Telephony and Workforce management to ensure smooth operations for the Sales Call Center

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  Develop materials and lead discussions with relevant organizational leaders

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  Other strategic / analytical priorities, as determined by Lead Director of Sales Excellence

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  Other duties as assigned

We’re looking for a motivated professional with:

• Bachelor’s degree, preferably with a quantitative major (e.g., Business, STEM, economics, statistics)

• Minimum of 5 years of experience leading operations in a sales call center

• Analytical and strategic thinker who is intellectually curious

• Strong written and verbal communication skills; ability to influence decision-making at many levels of leadership

• Effective and flexible team player with demonstrated success in a fast-paced environment; ability to work across a variety of teams to drive initiatives forward

• Demonstrated attention to detail and experience leveraging data / analytics to solve problems

• Interest, experience, and/or passion for healthcare and value-based care; experience with sales organizations or call centers a plus but not required

• Proficient in Excel, Powerpoint; experience with Dataiku, SQL or other programming languages a plus

• US work authorization

• Someone who embodies being “Oaky”

• Radiating positive energy

• Assuming good intentions

• Creating an unmatched patient experience

• Driving clinical excellence

• Taking ownership and delivering results

• Being scrappy

• Collaborative and energetic culture

• Fast-paced and innovative environment

• Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits

The typical pay range for this role is: