Sr. Salesforce Reporting Manager

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.

• →Own the delivery, quality, and operational stability of critical Salesforce/GPS reports, dashboards, and recurring reporting processes supporting Commercial Contact Center operations.
• →Build new reports and enhance existing reports based on business and operational needs
• →Maintain reporting assets as organizational structures, departments, supervisor assignments, and business processes evolve
• →Translate business requirements into scalable reporting solutions that provide clear and actionable outputs

• →Enable insights for business stakeholders by analyzing reporting trends, highlighting key drivers, and translating data into clear, actionable recommendations

• →Validate reporting results and investigate discrepancies raised by leaders, operations teams, and business partners
• →Serve as a consultative partner on reporting feasibility, reporting limitations, and report design decisions
• →Support reporting access, permissions, save/share capabilities, and related user support needs
• →Investigate reporting defects and platform issues affecting data accuracy or reporting functionality, including cross-functional coordination where needed
• →Document reporting logic, business rules, known limitations, and transition materials to support sustainability and knowledge transfer
• →Provide reporting training, user coaching, and job aids that improve reporting adoption and effective use

• →Identify and lead process improvement opportunities that improve reporting efficiency, reduce manual work, and strengthen reporting consistency and governance
• →Partner with business stakeholders to understand operational challenges and recommend where data, reporting, or automation can improve processes and outcomes
• →Evaluate and apply new data and reporting technologies (e.g., Google BigQuery, Dataiku, Tableau/Power BI, and AI-enabled tools) to automate manual processes, expand analytical capabilities, and enable self-service insights

• Functions as a subject matter expert in Salesforce/GPS reporting
• Serves as a trusted advisor to leaders and business partners on reporting design, feasibility, and interpretation
• Collaborates across operations, reporting, and technical partners to support reporting solutions and issue resolution
• Leads through expertise, credibility, collaboration, and influence rather than formal organizational authority

• Makes decisions regarding report design, filters, logic, and reporting structure within assigned areas of responsibility
• Accountable for the accuracy, reliability, timeliness, and usability of reporting deliverables
• Balances business requests, reporting limitations, and operational priorities to recommend practical solutions
• Provides reporting visibility and guidance that supports business decisions and operational management
• Identifies and escalates risks, dependencies, and reporting issues that may affect leadership reporting or business operations

• 2+ years Salesforce report building and platform administrative experience is required for this role or a combination of 1+ years’ experience and at least one current, active Salesforce administrator certification.
• 2+ years demonstrated experience building, modifying, maintaining, and troubleshooting reports and dashboards in Salesforce
• 2+ years’ experience in Google BigQuery and SQL, writing and executing queries from multiple data sources.
• Experience validating data accuracy, investigating reporting discrepancies, and explaining findings to business partners or leaders
• Experience translating business questions into reporting requirements and advising on reporting feasibility, design, and limitations
• Experience supporting reporting access, permissions, and user support needs
• Strong analytical, problem-solving, and critical-thinking skills
• Strong written and verbal communication skills, including the ability to explain reporting logic and findings clearly
• Proven ability to manage multiple priorities and deliver results in a fast-paced environment
• Demonstrated ability to work across cross-functional teams and stakeholders

• Additional active Salesforce certifications focused on platform app builder and analytics
• Strong proficiency in building data visualizations and insights using Tableau or Power BI
• Experience with data wrangling tools like Dataiku and Python
• Experience supporting operational reporting in a complex business environment
• Experience with reporting modernization, automation, or process improvement efforts
• Experience with reporting governance, controls, and metric standardization
• Call Center experience
• Experience supporting leaders through reporting, analytics, and decision-support activities
• Experience working with platform defects, reporting investigations, or cross-functional issue resolution
• Experience creating training materials, job aids, or knowledge-transfer documentation
• Exposure to modern analytics, automation, or AI-enabled reporting tools
• We support a hybrid work environment. If selected and you live near a suitable work location, you may be expected to comply with the hybrid work policy. Under the policy, all hires for in-scope populations should be placed into a hybrid or office-based location, working onsite three days a week. Aetna Service Operations office/hub locations will be discussed with the selected candidate

• Bachelor’s degree in Analytics, Business, Information Sstems, Computer Science, or equivalent work experience

The typical pay range for this role is: