Lead Director Production Support

Location: 9501 East Shea Boulevard, Scottsdale, Arizona,United States

Job Type: Full time • Work Arrangement: Hybrid

Category: Innovation and Technology > Digital Engineering & Architecture

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Overview

Join our team as a Lead Director Production Support at CVS Health, where you will manage a dedicated technical support team and enhance service delivery. If you have over 10 years of healthcare IT leadership experience and a passion for operational transformation, we want to hear from you!

Full Description

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

A Brief Overview
We are seeking a skilled and visionary Lead Director Production Support to manage day-to-day operations of the technical support team, ensuring efficient service to end users. The Lead Director Production Support will lead the team in processes including documenting solutions, contributing to knowledge bases, and analyzing incident trends to improve processes and enhance user experience.

The Lead Director Production Support will assist in the management of training and development and broadens key skills of the systems support team through cross-training, certifications, and technology programs. In this role, the right candidate will coach the systems support team on strategic ways to improve response times, reduce manual effort, and enhance productivity.

What you will do:

• Assesses technology systems and reviews response times and resolution rates to determine the health of system infrastructure and functionality across the organization.
• Conducts complex evaluations to determine the systems support team's ability to meet goals and deadlines, and handle technology-based incidents.
• Confers with vendors and service providers to identify technology that supports the requirements for organizational systems.
• Delivers internal communications to share information on gaps or breakdowns in system infrastructure that may impact the timely resolution of issues.
• Designs an internal evaluation system to assess the effectiveness of budget allocation and resource management for systems support activities.
• Determines effective ways to measure satisfaction levels of end-users and stakeholders who rely on the systems supported by the organization.
• Provides guidance, support, and mentorship to team members by assisting with training initiatives, knowledge sharing, and performance evaluations to develop and enhance the skills and competencies of the team.

Minimum Requirements

• 10+ years of healthcare leadership IT work experience in operational transformation for larger scale transactions as well as a fast paced environment
• Adept at execution and delivery (planning, delivering, and supporting) skills
• Exposure to Cloud, Automation, IT operation modernization
• Proven experience in service delivery and monitoring for large portfolios
• Experience in building blueprint models in operations
• Adept at business intelligence
• Adept at collaboration and teamwork
• Mastery of problem solving and decision making skills
• Mastery of growth mindset (agility and developing yourself and others) skills

Preferred Qualifications

• Certified Information Technology Professional (CITP) preferred.  
• Certified Systems Engineering Professional (CSEP) preferred.  

Education

• Bachelor’s degree or equivalent experience (Highschool diploma plus 4 years relevant work experience)

Pay Range

The typical pay range for this role is:

$144,200.00 - $288,400.00

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.  This position also includes an award target in the company’s equity award program. 
 

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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 12/01/2025

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

Key Skills & Requirements

• healthcare it leadership
• operational transformation
• problem solving
• decision making
• cloud technologies
• service delivery monitoring
• team mentorship
• business intelligence
• collaboration skills
• training initiatives
• agility
• vendor collaboration
• knowledge sharing
• resource management
• evaluation systems design

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Source: CVS Health Careers • Apply directly at official site.