Senior Manager, Digital Product: Origin Product Owner & Intake Operations Lead

Job description

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 Summary The Senior Manager, Digital Product serves as the Product Owner and Operating Lead for Origin, the enterprise intake and demand management platform supporting Contact Center and Telephony initiatives. This leader is accountable for completing the development, deployment, adoption, governance, and ongoing evolution of Origin. They will own the product strategy, roadmap, backlog, intake governance process, stakeholder engagement, reporting, and value realization while ensuring Origin becomes the enterprise standard for how Contact Center and Telephony work is requested, prioritized, estimated, assigned, and delivered. This role will lead the completion of the Origin platform using Microsoft Power Platform technologies, including Power Apps, Microsoft Copilot, Power BI, Power Automate, Dataverse, and other technologies as needed. In addition, this leader will own the rollout strategy, change management, communications, training, and adoption activities required to drive sustained operational use of the new intake model across the organization. Reporting to the Lead Director, Digital Product, this position partners with business leaders, IT Product Owners, Architecture, Engineering, Vendor partners, and Delivery Teams to transform and scale demand management capabilities across Contact Center Technology. Key Responsibilities Product Strategy & Ownership • Own the vision, strategy, roadmap, and long-term evolution of Origin. • Establish product objectives, KPIs, success metrics, and value realization measures. • Prioritize enhancements, technical debt, operational improvements, and new capabilities. • Maintain and manage the Origin product backlog. • Align Origin investments and priorities with business and technology objectives. • Drive continuous improvement based on user feedback, analytics, and business needs. Platform Delivery & Solution Ownership • Serve as Product Owner for all Origin development and enhancement activities. • Lead completion of all remaining Origin development and deployment efforts. • Own solution design and delivery using Power Apps, Microsoft Copilot, Power BI, Power Automate, Dataverse, and related technologies. • Identify and implement additional tools, integrations, AI capabilities, and automation solutions required to meet business objectives. • Partner with Engineering, Architecture, Security, Compliance, and Power Platform Center of Excellence teams to design, build, test, and deploy solutions. • Ensure platform scalability, usability, data integrity, security, and operational readiness. • Drive delivery of AI-enabled capabilities including: • Intelligent intake assistance • Automated routing • Duplicate demand detection • Directional sizing and estimation support • Workflow automation • Executive reporting and analytics Intake Governance & Demand Management • Own the end-to-end Contact Center and Telephony demand intake process. • Establish governance standards, intake policies, workflows, and prioritization frameworks. • Facilitate cross-functional demand review and prioritization sessions. • Oversee intake routing, resource assignment, escalation management, and demand tracking. • Drive consistency across intake, estimation, planning, and delivery readiness processes. • Ensure requests are aligned to strategic priorities and available capacity. • Continuously identify opportunities to reduce cycle time, improve throughput, and eliminate rework. Operational Adoption & Change Management • Own the enterprise rollout strategy for Origin. • Develop and execute comprehensive communication, training, and adoption plans. • Create and maintain: • User guides • Job aids • Knowledge articles • Process documentation • Frequently Asked Questions (FAQ) • Training materials • Lead stakeholder roadshows, demonstrations, workshops, and launch activities. • Facilitate onboarding and enablement sessions for business and technology partners. • Establish adoption KPIs and success measures. • Monitor platform utilization and process compliance. • Drive organizational change and behavioral adoption of the Origin operating model. • Build ongoing feedback loops to identify improvement opportunities and increase user satisfaction. • Ensure all communication, training, governance, and operational readiness activities are completed prior to major releases and rollout milestones. Stakeholder & Executive Leadership • Act as the primary business and technology leader for Origin. • Partner with senior leaders to establish priorities and resolve competing demands. • Lead governance forums, steering committees, and executive reviews. • Serve as escalation point for intake, prioritization, and operational process issues. • Build strong partnerships with business stakeholders, Product Owners, Delivery Teams, Architecture, Vendors, and Centers of Excellence. • Influence cross-functional teams to drive adoption and strategic alignment. Reporting & Value Realization • Develop executive dashboards and operational reporting using Power BI and related tools. • Report on: • Intake volume • Backlog health • Throughput • Estimate cycle times • Resource utilization • Adoption metrics • Duplicate request reduction • Platform performance • Communicate risks, opportunities, and recommendations to leadership. • Ensure Origin delivers measurable business outcomes and return on investment. Required Qualifications • 7+ years of Product Management, Product Ownership, Program Management, or Digital Product experience. • Experience with Microsoft Power Platform