W. Scott Backus
Lead Director, Pharmacy Operations, Specialty Care at Cvs Health
Based in Pittsburgh, United States
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Seniority
Director
Department
Operations
Location
Pittsburgh
Industry
Hospitals and Health Care
Company size
134K
Contact information
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w•••••••@cvshealth.com
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Background
About W. Scott Backus
Operations & Customer Experience Leader | Driving technology-enabled service transformation Director of Operations with 20+ years leading large, complex service organizations and improving customer experience through technology, analytics, and process redesign. Currently oversee a 1,200-seat, 24×7 CVS Specialty Pharmacy service operation with a $63M+ P&L, delivering measurable gains in service quality, efficiency, and cost control. Modernized contact center platforms — including IVR redesign and the 2023 launch of live chat on Specialty.com (700K+ annual chats) — cutting escalations 30%, improving authentication and routing, and boosting NPS +32 pts. Earlier, advanced from Operations Manager to Regional Director at Comcast/Xfinity, leading a 350-seat technical support center serving consumer and small-business customers while partnering with IT & engineering to improve network platforms and field support tools. Passionate about: technology-enabled service, large-scale change leadership, and building high-performing teams that deliver exceptional customer experiences and strong business results.
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