Sr. Salesforce Reporting Manager

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 Salesforce Reporting Manager is responsible for delivering and continuously supporting critical Salesforce/GPS reporting capabilities that enable leaders and business partners to effectively manage operational performance and make data-informed decisions. This role serves as a trusted partner to leaders and cross-functional stakeholders by translating business needs into actionable reporting solutions and insights, validating reporting outcomes, and providing consultative guidance on reporting feasibility, design, and interpretation.

This role is accountable for the accuracy, reliability, and sustainability of reporting assets while supporting ongoing maintenance, troubleshooting, access administration, and reporting-related knowledge transfer. The role also partners across business and technical teams to investigate reporting defects, resolve data discrepancies, and improve the overall usability and effectiveness of reporting capabilities. Beyond core reporting delivery, this role proactively identifies process improvement opportunities and leverages new data and reporting technologies to streamline workflows, reduce manual effort, and expand the insights available to business stakeholders.

Key Responsibilities

• Own the delivery, quality, and operational stability of critical Salesforce/GPS reports, dashboards, and recurring reporting processes supporting Commercial Contact Center operations.
• Build new reports and enhance existing reports based on business and operational needs
• Maintain reporting assets as organizational structures, departments, supervisor assignments, and business processes evolve
• Translate business requirements into scalable reporting solutions that provide clear and actionable outputs

• Enable insights for business stakeholders by analyzing reporting trends, highlighting key drivers, and translating data into clear, actionable recommendations

• Validate reporting results and investigate discrepancies raised by leaders, operations teams, and business partners
• Serve as a consultative partner on reporting feasibility, reporting limitations, and report design decisions
• Support reporting access, permissions, save/share capabilities, and related user support needs
• Investigate reporting defects and platform issues affecting data accuracy or reporting functionality, including cross-functional coordination where needed
• Document reporting logic, business rules, known limitations, and transition materials to support sustainability and knowledge transfer
• Provide reporting training, user coaching, and job aids that improve reporting adoption and effective use

• Identify and lead process improvement opportunities that improve reporting efficiency, reduce manual work, and strengthen reporting consistency and governance
• Partner with business stakeholders to understand operational challenges and recommend where data, reporting, or automation can improve processes and outcomes
• Evaluate and apply new data and reporting technologies (e.g., Google BigQuery, Dataiku, Tableau/Power BI, and AI-enabled tools) to automate manual processes, expand analytical capabilities, and enable self-service insights

Leadership & Collaboration Scope

• Functions as a subject matter expert in Salesforce/GPS reporting
• Serves as a trusted advisor to leaders and business partners on reporting design, feasibility, and interpretation
• Collaborates across operations, reporting, and technical partners to support reporting solutions and issue resolution
• Leads through expertise, credibility, collaboration, and influence rather than formal organizational authority

Decision-Making & Impact

• Makes decisions regarding report design, filters, logic, and reporting structure within assigned areas of responsibility
• Accountable for the accuracy, reliability, timeliness, and usability of reporting deliverables
• Balances business requests, reporting limitations, and operational priorities to recommend practical solutions
• Provides reporting visibility and guidance that supports business decisions and operational management
• Identifies and escalates risks, dependencies, and reporting issues that may affect leadership reporting or business operations

Required Qualifications

• 2+ years Salesforce report building and platform administrative experience is required for this role or a combination of 1+ years’ experience and at least one current, active Salesforce administrator certification.
• 2+ years demonstrated experience building, modifying, maintaining, and troubleshooting reports and dashboards in Salesforce
• 2+ years’ experience in Google BigQuery and SQL, writing and executing queries from multiple data sources.
• Experience validating data accuracy, investigating reporting discrepancies, and explaining findings to business partners or leaders
• Experience translating business questions into reporting requirements and advising on reporting feasibility, design, and limitations
• Experience supporting reporting access, permissions, and user support needs
• Strong analytical, problem-solving, and critical-thinking skills
• Strong written and verbal communication skills, including the ability to explain reporting logic and findings clearly
• Proven ability to manage multiple priorities and deliver results in a fast-paced environment
• Demonstrated ability to work across cross-functional teams and stakeholders

Preferred Qualifications

• Additional active Salesforce certifications focused on platform app builder and analytics
• Strong proficiency in building data visualizations and insights using Tableau or Power BI
• Experience with data wrangling tools like Dataiku and Python
• Experience supporting operational reporting in a complex business environment
• Experience with reporting modernization, automation, or process improvement efforts
• Experience with reporting governance, controls, and metric standardization
• Call Center experience
• Experience supporting leaders through reporting, analytics, and decision-support activities
• Experience working with platform defects, reporting investigations, or cross-functional issue resolution
• Experience creating training materials, job aids, or knowledge-transfer documentation
• Exposure to modern analytics, automation, or AI-enabled reporting tools
• We support a hybrid work environment. If selected and you live near a suitable work location, you may be expected to comply with the hybrid work policy. Under the policy, all hires for in-scope populations should be placed into a hybrid or office-based location, working onsite three days a week. Aetna Service Operations office/hub locations will be discussed with the selected candidate

Education

• Bachelor’s degree in Analytics, Business, Information Sstems, Computer Science, or equivalent work experience

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

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

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

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