Senior Manager, Resource Planning

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.

As the Senior Manager, Resource Planning, you'll hold accountability and ownership of the operational results delivered by a team of Analysts and Senior Analysts assigned to multiple queues within a specific Line of Business. Senior Analysts own the forward-looking planning horizon (three weeks and beyond), working closely with Mid-Range Planners to align capacity plans and translate them into actionable staffing strategies, while Analysts own the near-term horizon, from intraday execution through the next two weeks. You will set direction and priorities across both horizons, ensure a seamless handoff from longer-range plans into near-term execution, and hold the team accountable for the key operational metrics: Service Level (Intraday, Daily and Weekly), Short Range Forecast Accuracy, Schedule Effectiveness and Cost Accountability (Occupancy). Your role is critical to the execution of the Resource Planning strategy to achieve patient experience, quality and financial goals. You will interface with all areas of Specialty, inclusive of multiple levels of leadership, and must develop a deep understanding of the business and have the ability to influence and impact others.

As the Senior Manager, Resource Planning, you will need to possess a strong working knowledge of workforce management tools and processes, as well as the ability to influence others and lead workforce migration strategy across cross-functional organizations.

You are accountable for the growth of the team along a defined career path. Analysts build their foundation in near-term execution, mastering intraday management, schedule adherence, and short-range forecasting through the two-week horizon. As they progress to Senior Analyst, their focus shifts to the three-week-and-beyond horizon, where they partner closely with Mid-Range Planners and gain exposure to capacity planning, staffing strategy, and longer-range forecasting. This progression positions Senior Analysts as the pipeline for future Mid-Range and Long-Range Planning roles. You will coach team members at each stage, identify readiness for advancement, and ensure a steady flow of developed talent across the Resource Planning organization.

As the Senior Manager, Resource Planning you will collaborate with various departments to analyze data and lead data-driven decisions that support assigned Line of Business objectives. You'll be responsible for leading a blended planning model that manages phone activity and off-phone work-in-progress (WIP) as one integrated workload. This includes forecasting and staffing WIP volumes alongside inbound and outbound call demand, monitoring backlog, aging and turnaround time, and setting clear prioritization rules for when staff flex between phone and off-phone work. Analysts will balance phone and WIP coverage intraday and through the two-week horizon to protect Service Level while preventing backlog growth, while Senior Analysts will incorporate WIP demand into longer-range capacity plans in partnership with Mid-Range Planners. You will lead initiatives that improve blended efficiency and build team capabilities that drive positive outcomes.

Above all, every element of your role is designed with the patient at the center. Behind every call answered and every work item completed is a patient waiting on a therapy, a refill, or an answer that directly affects their health. By aligning the right people to the right work at the right time, across both phone and off-phone activity, you will help ensure that critical patient needs are never delayed, that time-sensitive work is prioritized, and that patients receive timely, safe access to the medications and support they depend on. In this way, Resource Planning serves as a quiet but essential safeguard for patient safety and positive health outcomes.

Responsibilities

• Lead the team of Analysts and Senior Analysts to deliver phone and WIP performance results, and partner with Mid-Range Planning.
• Coach and develop the team on resource planning functions.
• Participate or lead projects crucial to specialty growth.
• Assist in ROI calculations on any new projects or tools supporting specialty operations.
• Lead the service recovery steps when the situation arises.

To be a candidate for this role you will possess the following:

• Communicate effectively and confidently utilizing excellent analytical, written, and verbal skills.
• Ability to learn quickly while understanding and solving new problems.

***This position is a remote role and candidates can live anywhere in the U.S.*** 

REQUIRED QUALIFICATIONS:    

• 7+ years of work experience.
• 5+ years of Resource Planning or equivalent Operational experience in a multi-site environment.
• 5+ years of experience utilizing Five9 or similar ACD system for contact center management and reporting.
• 5+ years of experience utilizing Nice/IEX workforce management software or similar applications and back office.
• Experience performing root cause investigation, problem solving, articulating conclusions and making recommendations.
• Experience/proficiency utilizing Microsoft Excel for data analysis.

EDUCATION: 

• Bachelors degree or equivalent experience.  

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.  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 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.