Manager, Implementations

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.

Position Summary
This is a remote U.S. based position with occasional travel required (<10%).

The Implementation Manager (IM) is responsible for leading the successful onboarding, activation, expansion, and optimization of CVS Health programs for health plan clients.  This individual serves as the primary implementation leader from project initiation through go-live and warranty transition, coordinating cross-functional teams, managing client relationships, overseeing project governance, identifying/mitigating risks, and ensuring delivery of high-quality implementation outcomes.

The IM is a highly visible and critical role for the Implementation and Data Services Team. Once a client adopts a new program or product, the IM will be the resource for the assigned client throughout the entire implementation process. Of utmost importance is supporting the team delivering a quality client experience during the implementation. Professionalism and an ability to handle the complexity of a care management product implementation are key for this role.

The successful candidate combines project management discipline, consultative problem-solving, client relationship management, and technical implementation knowledge to guide complex healthcare implementations. This role partners closely with Product, IT, Clinical, Operations, Analytics, Account Management, Sales, and client stakeholders to manage dependencies, identify risks, drive decisions, and ensure implementation success.  Polished written and oral communication skills are also critical to success for meeting with clients, vendors, and top executives. 

Responsibilities in this role include but are not limited to:

• Be accountable for the end-to-end program implementation.  Coordinate internal activities across multiple workstreams and functional teams.
• Be the primary contact for the client/implementation throughout the implementation process.  Host kick-off and status meetings, develop/manage implementation plans, and track the project implementation against the project plan.
• Guide clients through program configuration options and operational impacts
• Ensure all stakeholders understand requirements, dependencies, ownership, and expected outcomes.
• Maintain ownership of special projects as assigned to support the implementations team and the broader organization.
• Report to leadership regularly on the implementation status
• Ensure client needs are met and requests are resolved in a timely manner
• Ensure client implementation milestones are hit with the outlined SLA to ensure a timely product launch
• Maintain Implementation records across all clients implemented
• Participate in ongoing team meetings to share knowledge with teammates for visibility
• Partner with leadership and peers to improve implementation processes, tools, templates, and governance standards.

Required Qualifications

• 4+ years Project Management (non-IT) experience
• 4+ years client-facing experience
• 5+ years working in client implementations, project management, or related experience

Preferred Qualifications

• Ability to prioritize work and perform independently
• Team player, but also ability to manage complex projects independently
• Proven track record leading large projects, managing risks, dependencies, escalations, and governance
• Experience facilitating requirements gathering, workshops, and stakeholder alignment sessions.
• Outstanding communication skills - relating to all levels of an organization
• Outstanding organizational skills – relating to the management of multiple projects and programs
• Ability to think strategically to increase productivity and improve processes
• Health care product implementation experience
• Demonstrates strong interpersonal skills
• Experience with common implementation tools such as Microsoft Project, Jira, SharePoint, Salesforce, and others
• Ability to manage multiple priorities and clients simultaneously
• Professional demeanor with internal and external stakeholders

Education

• Bachelor's Degree preferred; may consider comparable work experience
• Project management certification preferred

Anticipated Weekly Hours

Time Type

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. 
 

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

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