Lead Director – Service Operations – Digital Transformation

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🔥 0 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $100k - $231.5k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

⚕️ Healthcare Insurance

🛒 Retail

🧘 Wellness

Healthcare Insurance • Retail • Wellness

CVS Health is a leading American healthcare company dedicated to improving health access and affordability. The company focuses on a comprehensive approach that includes health services, health insurance, and pharmacy benefits management. Through its subsidiaries, such as Aetna and CVS Caremark, CVS Health offers a range of services that facilitate wellness, condition management, and affordable prescription drug coverage. CVS Health operates neighborhood pharmacies, provides mail-order pharmacy services, and manages specialty medication programs, aiming to make healthcare convenient and accessible for everyone. Driven by a mission to connect people with essential care services, CVS Health is committed to fostering healthier communities and supporting the wellbeing of all individuals.

📋 Description

• Drive improvements in efficiency and patient experience across central Service Ops teams through technology enablement • Role focus is on technology adoption and process transformation within five Service Operations teams: Patient Service contact center, Pharmacy Technician contact center, Triage Nurse contact center, Referrals processing, and Medical records requests • Optimize existing technology tools (e.g., Oak Street’s EHR, telephony) to drive measurable performance improvements • Identify and adopt new technologies, develop business cases, run vendor selection processes, and lead implementation • Drive process automation through robotic process automation and AI-enabled solutions • Lead structured change management initiatives to ensure technology adoption, including communication, training, stakeholder engagement, and feedback measurement • Shape Service Ops–wide technology strategy in partnership with CVS leadership, ensuring alignment to enterprise priorities while avoiding duplication of Business Ops Strategy scope • Own build/buy and vendor selection decisions for Service Ops technologies, in collaboration with enterprise stakeholders as appropriate • Design scalable processes to support Service Ops growth and expansion • Manage a pipeline of prioritized technology initiatives and allocate resources to high-impact opportunities • Maintain strong relationships with Service Ops leaders and support partners (training, workforce management, analytics, etc.)

🎯 Requirements

• 10+ years in shared services (contact center or back office) or healthcare operations leadership • Proven experience leading cultural and operational transformation within large operational teams, including structured change management (stakeholder alignment, training, communications, outcome measurement) • Successful leadership of vendor selection and large-scale technology deployments (affecting >100 FTEs), especially for workflow automation tools and customer self-service tools like chatbots or voice agents • Demonstrated ability to automate high-volume administrative processes such as appointment scheduling or insurance processing • Strong understanding of enabling technologies for service ops (automation, AI, self-service, agent assist) • Commitment to Patient Service Principles: Demonstrates a strong focus on people by prioritizing patients and colleagues, acting with empathy, and fostering an inclusive, engaging environment • Strong strategic thinking, project management, and executive communication skills • Collaborative, analytical, and adaptable in a fast-paced environment • Bachelor’s degree or equivalent experience • Self-starter with a high degree of drive, initiative, and follow through • Commitment to company vision • A flexible and positive attitude • High level of integrity • Travel - up to 20% U.S. work authorization

🏖️ Benefits

• Mission-focused career impacting change and measurably improving health outcomes for Medicare patients • Paid vacation, sick time, and investment/retirement 401K match options • Health insurance, vision, and dental benefits • Opportunities for leadership development and continuing education stipends • New centers and flexible work environments • Opportunities for high levels of responsibility and rapid advancement