Manager, Implementations

About the Role

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. The IM 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. This is a highly visible and critical role for the Implementation and Data Services Team.

Key Responsibilities

• 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 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 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.

Requirements & Tech Stack

• 4+ years Project Management (non-IT) experience
• 4+ years client-facing experience
• 5+ years working in client implementations, project management, or related experience
• Polished written and oral communication skills
• Consultative problem-solving
• Client relationship management
• Technical implementation knowledge
• Experience with common implementation tools such as Microsoft Project, Jira, SharePoint, Salesforce, and others
• Ability to manage multiple priorities and clients simultaneously

Qualifications

• Bachelor's Degree preferred; may consider comparable work experience.
• Project management certification preferred.
• 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.
• Professional demeanor with internal and external stakeholders.

This position is eligible for a CVS Health bonus, commission or short-term incentive program.

This full-time position is eligible for a comprehensive benefits package including medical, dental, and vision coverage, paid time off, retirement savings options, and wellness programs, based on eligibility.