Customer Program Owner - Health 100

Job Title: Customer Program Owner - Health 100 Job Location: Work at Home, Rhode Island, United States Job Location Type: Remote Job Contract Type: Full time Job Seniority Level: 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. Health100 is America's trusted front door to health and care. The Health100 platform integrates any participating health plan, PBM, pharmacy (retail and specialty), provider, digital health point solution provider, and employer, and addresses the top health care challenges for the consumer. Additionally, Health100 provides industry-leading retail and specialty pharmacy operating systems and consumer engagement services. The Customer Program Owner serves as the strategic and accountable leader for customers using Health100's pharmacy management systems, owning the end-to-end customer journey from onboarding and implementation through ongoing program performance, reporting, and value realization. This role is focused on building long-term, trusted customer partnerships, guiding organizations through operational transformation, and ensuring sustained success, with regular travel to customer sites as a key component of the position. What You Will Own Own the Customer Relationship - Serves as the primary point of contact for the customer from contract signature through the full life of the engagement. - Runs a disciplined governance cadence, including regular working sessions, check-ins, program and implementation plan reviews and quarterly business reviews. - Stays close enough to the customer's business priorities, internal dynamics, and organizational context to anticipate issues before they escalate. Lead Program Delivery and Maintain the Customer Record - Manages the integrated program plan for the customer, spanning all products they use. - Manages change carefully. Leads decisions on when and how new capabilities are activated, balancing customer readiness and operational risk tolerance. - Serves as the single source of commitments to the customer: scope, timelines, configurations, SLAs. - Partners with various stakeholders to ensure the customer's program documentation is accurate and complete. Drive Adoption and Value - Holds accountability to outcomes, not just activities. Success means the customer is realizing the value they expected. - Works with Customer Insights to track module-level adoption and translate that data into a clear narrative for business reviews and customer conversations. - Channels customer feedback and product needs into Health100's structured roadmap and Customer Advisory Board processes, advocating for the customer's priorities through the right channels and framing so they're heard. Required Qualifications - 10+ years of enterprise customer-facing experience in program management, customer success, or account management for large complex accounts. - Track record of sustained long-term client relationships at senior levels in IT-intensive industries (healthcare, pharmacy, health systems, or analogous). - Demonstrated ability to coordinate internally across Engineering, Product, and Operations functions without direct authority over them. - Fluency in enterprise software implementation: release trains, configuration management, change management, SLA accountability. - Structured communication: can write a program plan, run a business review, present a crisp escalation, and produce written artifacts that outlast the meeting. - Comfortable managing long-horizon engagements with the ability to hold the long view while managing week-to-week operational deta