W. Scott Backus

About W. Scott Backus

Operations & Customer Experience Leader | Driving technology-enabled service transformationDirector 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.

Experience

1. Lead Director, Pharmacy Operations, Specialty

   CVS Health

   Nov 2017 — Present

   Provide direction to 1.5K+ Pharmacy Service Representatives nationwide, overseeing on-site and remote colleagues managing inbound/outbound calls, emails, and live chats for CVS Specialty Pharmacy.* Oversee Senior Manager and Manager direct reports across eight states, ensuring cohesive operations, servicing over 7M interactions, and exceeding patient and client expectations.* Effectively manage billing and reimbursement processes, as well as reduced bad debt by $2M, resulting in significant improvements in reducing shipping errors.* Manage BPO relationships resulting in improved customer satisfaction, NPS, and increase operational efficiency.* Create and manage an annual operating budget of $63+M.* Proficient in developing organizational performance targets that align with company financial strategy.* Implemented service strategy leading to 30% less customer escalation and 20% lower escalation call volume YoY.* Developed and implemented a call monitoring program that improved patient engagement consistency and satisfaction from 54% to 91+%.* Enhanced colleague coaching model improving NPS by 32% within the first year.

Education

• Center for Emergency Medicine

  Perm. Cert, Pre Hospital Medicine (Paramedic)

  1995 — 1996

• Community College of Allegheny County

  Associate of Science (AS), General Studies (focus in Business & Technical Communications)

  2007 — 2013