Adtech Support Operations - Senior Manager - CVS Media Exchange

Solutions Enablement And Support Senior Manager

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.

CVS Media Exchange is hiring a Solutions Enablement and Support Senior Manager. This role will report to the Lead Director, Ad Tech Operations.

CVS Media Exchange [CMX] is dedicated to driving measurable outcomes for our suppliers, merchants, stores, GMs, brand advertisers, and agencies. Our full-funnel ad solutions leverage CVS's in-store and online data, extensive reach, and to provide measurable results for our clientele. With a range of flexible pricing and buying models, including self-service; these solutions help businesses build brand awareness, engage with CVS consumers, and convert CVS consumers to shoppers.

The Senior Manager will be responsible for building out our client support program for CMX self-service offerings with a focus on client success, compliance, and implementation of proactive solutions to resolve activation issues. This individual will partner closely with Product, Account Management, Ad Policy and 3rd party vendors to ensure onboarding and client escalations are resolved in a timely fashion. The ideal candidate will be driven, client focused, detail oriented, and thrive in a start-up environment.

Responsibilities include but not limited to:

• Partner with various internal and external stakeholders in areas such as client onboarding, standard operating procedures, implementation requirements, and L1 troubleshooting.
• Responsible for queue management and issue routing for customer inquiries related to setup, ad policy, and implementation issues.
• Provide L1 Troubleshooting for technical setup issues and manage escalations to internal stakeholders.
• Maintain and update Standard Operating Procedures and FAQ documentation.
• Own and develop process workflows for standard setup requirements and work cross-functionally to streamline and improve efficiency.
• Participate in testing initiatives for new ad products and feature enhancements.
• Own the operational execution of self-service support and identify areas of improvement to internal teams.
• Assist with other Ad Tech related projects and initiatives across all buying channels within CMX's product offerings.

Location

This role is open to remote or hybrid - commutable to one of the following Corporate Hubs, which you must work in the office of 3 days a week (Tuesday - Thursday): Boston or Wellesley, MA, Woonsocket, RI, New York, NY, Blue Bell, PA, or Chicago, IL.

Required Qualifications:

• 5+ years of digital/online media experience with managing and maintaining a ticketing system/queue.
• 3+ experience in ad operations, product operations, or project management working with DSPs (Trade Desk preferred), SSPs, and/or ad serving platforms.

Preferred Qualifications:

• Retail media experience is a plus.
• Strong internal and external communication skills.
• Experience in client solutions / support.
• Ability to thrive in, a fast-paced environment.
• Detail oriented; possessing critical thinking, analytical and highly organized.
• Strong problem-solving and troubleshooting abilities.
• Proficient with Microsoft Office Suite (Outlook, PowerPoint, Excel).
• Effective time management skills – ability to prioritize and meet deadlines.
• A team player with an entrepreneurial spirit.

Education:

Bachelor's degree or equivalent (HS Diploma + 4 years of relevant experience) required.

Pay Range

The typical pay range for this role is:

$82,940.00 - $199,144.80

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.

We anticipate the application window for this opening will close on: 06/27/2025.

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