[Remote] Executive Director, Internal DTC Channel Operations - Medicare

Note: The job is a remote job and is open to candidates in USA. CVS Health is a leading health care company committed to transforming the health care landscape. They are seeking an Executive Director for Internal DTC Channel Operations to oversee Medicare sales channels, focusing on operational performance, agent enablement, and program optimization.

Responsibilities

• Manage and lead a high performing agent enablement operations team that supports multiple components from data, reporting, CRM, and telephony design
• Lead centralized process for onboarding, quality, training, education, agent support programs, process improvement, of all internal sales channels
• Develop functional teams and programs to support all internal sales channels
• Oversee and lead daily operations of the call center including, but not limited to scheduling, communication, alignment, hours of operations, and the program optimization implementations
• Responsible for executing sales operations to ensure maximized performance across multiple KPIs including quality of operations and CMS, State, and Federal guidelines
• Collaborates with other key business unit functions to support effective and efficient operations of the sales and membership teams. Leads communications and alignment on operations initiatives
• Support and ensure all components of integrated systems data elements and reporting. Collaborates effectively across organization for analytics and the maintenance and use of the data
• Manage and oversee team budgets and ensure cost per acquisition and retention metrics are in line with plan
• Maximize effectiveness and efficiency operations optimizations of the sales programs and technology by leveraging capacity and productivity, among other levers, to achieve target productivity
• Manage and develop career paths for top talent within organization, with emphasis on leadership development and performance management
• Develop, refine, and maintain sales operations policies and procedures
• Deploy daily operating models for front line staff to ensure effective sales operations and achievement of business results

Skills

• 10+ years of experience leading Sales and/or Medicare operations programs
• 10+ years of demonstrated expertise with call center platforms, operational data, and enabling technologies
• 10+ years of experience driving programmatic optimization, improving productivity, scalability, and operational effectiveness
• Proven experience leading defined operations teams in support of high-growth programs, including both FTE expansion and revenue growth
• Demonstrated success in building and scaling internal sales capabilities within insurance or payer organizations
• Deep knowledge of Medicare products strongly preferred
• Bachelor's degree or equivalent experience
• Insurance/Licensed Life & Health Insurance Agent (GA) is desired

Benefits

• 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.
• This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.
• The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

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