Lead Director Client Services – Rebate Operations

CVS Health • Cumberland, RI

3d • Remote

About The Position

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 Lead Director, Client Services is a strategic and operational leader responsible for all client service efforts within Rebate Operations, including direct oversight of our most important clients. This role leads two related but distinct teams - one operational team dedicated to one of our largest clients, and another dynamic, client-facing group formed to bridge the knowledge gap between clients and rebate/financial operations. Both teams act as the main point of contact for both internal parts and the client, for all rebate related inquiries and issues, and must effectively collaborate with several internal partners to deliver high-quality customer service. The team manages projects, supports client initiatives, and ensures all client requirements and deliverables are met. The Lead Director, Client Services will ensure seamless administration of client contractual obligations related to drug rebates, guaranteeing exceptional client satisfaction, and driving operational excellence across all client-facing rebate activities. The role requires a blend of operational expertise, client relationship management, and transformational leadership to deliver exceptional, predictable outcomes for both internal and external stakeholders. Key Responsibilities Strategic Leadership & Team Oversight: Lead, develop, and engage a diverse team, set strategic goals, monitor performance, and provide ongoing coaching and feedback Client Service Excellence: Ensure the team acts as the main point of contact for client and internal partners and serves as the primary escalation point for complex client issues, ensuring timely and effective resolution. Foster strong relationships with clients and internal partners and support client initiatives Operational Execution & Compliance: Oversee administration of client contract terms, including rebate reconciliation and reporting requirements, ensure compliance with policies, procedures, financial controls, and regulatory requirements. Track and manage deliverables and timelines Continuous Improvement & Transformation: Facilitate issue management and trend analysis, identify and drive operational improvements and sponsor transformation projects Communication & Stakeholder Engagement: Deliver clear, concise communications to clients, team members, and senior leadership This role requires strategic and critical thinking, inclusive and transparent communication, strong relationship-building and stakeholder management skills, as well as decisiveness, resilience, adaptability, attention to detail, and effective time management. Success Measures Reduction in client escalations and positive Client/Account Team feedback Achievement of contractual deliverables and timelines High team engagement and development Successful implementation of process improvements and transformation initiatives Strong client satisfaction and retention

Requirements

• 10+ years of professional experience in operational or financial roles, 5+ years in leadership positions
• 2+ years of experience in client-facing roles
• Bachelor’s degree in finance, Accounting, Business, or related field or equivalent experience

Nice To Haves

• Experience in managing large, diverse teams
• Strong project management skills
• Experience in contract administration, budgeting/forecasting for client financial arrangements, and PBM rebate operations
• Expertise with client rebate terms and administration
• Salesforce and Microsoft Office proficiency

Responsibilities

• Lead, develop, and engage a diverse team, set strategic goals, monitor performance, and provide ongoing coaching and feedback
• Ensure the team acts as the main point of contact for client and internal partners and serves as the primary escalation point for complex client issues, ensuring timely and effective resolution.
• Foster strong relationships with clients and internal partners and support client initiatives
• Oversee administration of client contract terms, including rebate reconciliation and reporting requirements, ensure compliance with policies, procedures, financial controls, and regulatory requirements.
• Track and manage deliverables and timelines
• Facilitate issue management and trend analysis, identify and drive operational improvements and sponsor transformation projects
• Deliver clear, concise communications to clients, team members, and senior leadership

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director