Digital Implementation Manager

Location: MA - Boston

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.

The Digital Implementation Manager supports Aetna Health digital customizations and plays a critical role in advancing process excellence and continuous product improvement. This role leads customer onboarding and operational support activities, manages defect resolution and service recovery processes, and partners across business, operational, and product teams to identify opportunities that improve customer experience, streamline execution, and drive scalable, repeatable outcomes.

The position serves as a key voice for the customer by translating implementation experiences, feedback, and operational insights into actionable process and product improvements. You will sit at the intersection of the Customer, Business, and Operations teams to ensure customers have a seamless implementation experience and ongoing support model. As an enthusiastic, self-led professional, you will leverage your passion for customer success to deliver effective solutions, support operational excellence, and drive consistent implementation outcomes.

You have strong program management and communication skills, exceptional attention to detail, and the ability to manage multiple priorities simultaneously. You thrive on collaboration, relationship building, and navigating complex organizations. You are comfortable leading customer discussions, facilitating cross-functional coordination, and identifying opportunities to improve processes and delivery execution. You are quick to adapt to evolving customer and business needs, ensuring successful implementations, efficient operational support, and a positive customer experience.

Key Responsibilities

• Independently lead the end-to-end implementation and onboarding of customer digital solutions.
• Serve as the primary point of contact for customers throughout implementation, providing proactive communication, status updates, and guidance.
• Gather, document, and manage implementation requirements and coordinate activities across business partners and supporting teams.
• Collaborate with internal and external stakeholders to understand customer needs, define implementation scope, and ensure successful execution.
• Effectively communicate customer needs and business requirements while driving alignment across cross-functional teams.
• Identify, communicate, and manage implementation risks, dependencies, blockers, and delivery impacts.
• Support the introduction and adoption of new operational processes, helping to establish consistent execution, governance, and best practices.
• Manage and coordinate a defect resolution queue, including intake, prioritization, stakeholder communication, tracking, and resolution follow-up.
• Partner with business, operations, and product teams to ensure timely resolution of customer issues and a positive customer experience.
• Identify opportunities to improve implementation, support, and defect management processes to increase efficiency, consistency, and scalability.
• Partner across teams to surface recurring customer pain points and recommend practical process improvements.
• Leverage data, reporting, and operational insights to support decision-making and continuous improvement efforts.

Required Qualifications

• 5+ years of experience in implementation, operations, customer onboarding, project management, or related business functions.
• 5+ years leading cross-functional initiatives and managing projects from planning through delivery and support.
• 5+ years of experience working directly with customers and/or executive stakeholders.
• 3+ years of experience in healthcare or a highly regulated industry.
• Up to 10% travel annually.

Preferred Qualifications

• Ability to work collaboratively in a fast-paced, dynamic environment.
• Strong critical thinking, organization, and problem-solving skills.
• Demonstrated relationship management skills and the ability to quickly build and maintain credible partnerships across varying levels of the organization.
• Experience supporting operational processes, customer onboarding programs, or implementation functions.
• Experience managing issue intake, triage, escalation, and defect resolution activities.
• Proven experience designing new processes and leading change adoption efforts that deliver measurable business outcomes.
• Proven experience influencing and aligning cross-functional teams around shared goals within a highly matrixed environment.
• Strong communication, analytical, and project coordination skills.
• Able to balance long-term strategic objectives with immediate business and customer needs.
• Excellent time management skills with the ability to independently manage multiple priorities.
• Highly organized and detail-oriented.
• Superior written and verbal communication skills, with a strong customer-facing presence.

Education

Bachelor's degree or equivalent experience.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is

$101,970.00 - $222,480.00

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.

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.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 10/15/2026

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