Senior Manager leading program design and operations strategy for Cardiometabolic Solutions at CVS Health. Focusing on patient care programs and cross - functional collaboration.
About the role
- Head of Operations managing complex operations including billing and customer support for a clean energy company. Collaborating with multiple teams to optimize workflows and operational efficiency.
Responsibilities
- Own end-to-end enrollment and billing operations, from readiness and submission through usage validation, invoicing, and exception resolution
- Ensure high accuracy, timeliness, and consistency across enrollment and billing processes
- Design and implement operational controls, reconciliations, and monitoring to prevent defects and surface issues early
- Develop and own enrollment and billing operational metrics and KPIs and lead root-cause analysis and remediation when performance slips
- Own hardware implementation and field operations, including installation readiness, commissioning, and handoff to steady-state operations
- Build and maintain field playbooks, installation standards, and deployment workflows
- Manage installers, hardware vendors, and field service partners, including SLAs and performance accountability
- Resolve deployment failures, commissioning issues, and field-driven escalations
- Own battery and thermostat procurement and supply chain management
- Own Customer Support as an operational function integrated with enrollment, billing, and field operations
- Design support workflows for enrollment issues, billing questions, and hardware incidents
- Establish SLAs, tooling, and escalation paths to ensure timely resolution
- Use support data to identify systemic issues and drive permanent fixes
- Define and own KPIs, operating rhythms, and escalation frameworks across operations
- Reduce manual work, rework, and customer-impacting errors through better process and system design
- Build SOPs and documentation that support training, audits, and business continuity
- Ensure enrollment, billing, field operations, and support comply with applicable regulatory, contractual, and safety requirements
- Identify operational risks and implement controls appropriate for a scaling organization
- Support audits, partner reviews, and regulatory inquiries
- Build, manage, and develop an operations team across enrollment, billing, field ops, and customer support
- Establish clear ownership, expectations, and accountability
- Create a culture of execution, ownership, and continuous improvement
Requirements
- 7–10 years of experience owning complex, execution-heavy operations in a scaling company
- Direct experience leading complex back office operations in a data-intensive or regulated environment
- Experience overseeing hardware deployments, field operations, or physical infrastructure implementations
- Strong team builder who is comfortable being hands-on while building systems that can scale
- Strong analytical and systems mindset, with experience using data to manage performance (SQL preferred)
- Able to partner closely crossfunctionally while owning outcomes
- Strong communicator who can operate credibly with executives and frontline teams
- Prior people leadership experience required
Benefits
- Group medical and dental insurance
- Flexible vacation / PTO policy
- 401(k) plan
- NY based role with hybrid office culture
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