Manager, Digital Operations – GPS & Plug In Applications

About this role

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.

Position Overview
The Manager of Digital Operations supports day-to-day operational execution for GPS and associated plug in capabilities. With a strong working knowledge of Medicaid, this role focuses on ticket execution, intake governance, incident communications, testing support, and experience observations, ensuring frontline operational needs are met efficiently and consistently.
This role is hands on, execution focused, and critical to maintaining stability and responsiveness across the platform.

Key Responsibilities
Ticket Execution & Intake Management

• Provide ticket support and break fix story support, working closely with Product and IT teams to ensure timely resolution.
• Act as gatekeeper for operational intake, including queues, service requests (SRs), and escalation routing, ensuring prioritization aligns to business impact and regulatory needs.
• Own ticket oversight and trend analysis across GPS and integrated applications, identifying systemic issues and driving root-cause remediation in partnership with Product and IT.

Incident Support & Communications

• Support IRT communications and IRT lead, ensuring accurate updates, documentation, and stakeholder awareness during incidents.
• Partner with Sr. Manager and broader teams to ensure follow through on incident remediation actions.

Testing Support

• Execute and support testing activities including UAT, regression, and system testing for releases and enhancements.
• Validate solutions against documented use cases, operational flows...