Lead Director Client Services – Rebate Operations

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.

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

Required Qualifications

• 10+ years of professional experience in operational or financial roles,
• 5+ years in leadership positions
• 2+ years of experience in client-facing roles

Preferred Qualifications

• 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

Education

• Bachelor’s degree in finance, Accounting, Business, or related field or equivalent experience

This role is work at home flexible. The candidate will be required to work according to Eastern time zone hours. It can be based remotely in the U.S. or near one of the campuses mentioned below. If you are commutable to one of the following Corporate Hubs, you must work in the office 2 or more days a week:

IL-Northbrook

Pay Range

The typical pay range for this role is:

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.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

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