At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
Position Summary
The Lead Director, Service Operations Strategy & Transformation will drive efficiency improvements across central Service Ops functions through technology enablement. This role is intentionally function-specific and distinct from the Lead Director, Business Ops Strategy, which holds enterprise-wide responsibility.
The focus is on technology adoption and process transformation within five Service Ops teams: Patient Service contact center, Pharmacy Technician contact center, Triage Nurse contact center, Referrals processing, and Medical records requests.
This role partners closely with Product, IT, Clinical Informatics, Patient Experience, and Service Ops leaders to implement solutions that enhance efficiency and patient experience. The role reports to the Executive Director, Service Ops.
Required Qualifications
10+ years in shared services or healthcare operations leadership.
Demonstrated ability to automate high-volume administrative processes.
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. Strives for innovation, collaboration, and simplicity in care delivery, while upholding integrity, safety, and quality in every interaction.
Strong strategic thinking, project management, and executive communication skills.
Collaborative, analytical, and adaptable in a fast-paced environment.
Self-starter with a high degree of drive, initiative, and follow through
A flexible and positive attitude
High level of integrity
Travel - up to 20%
U.S. work authorization.
Someone who embodies being “Oaky”
Preferred Qualifications
Education
Bachelor’s degree or equivalent experience.
Pay Range
The typical pay range for this role is:
$100,000.00 - $231,540.00
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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit https://jobs.cvshealth.com/us/en/benefits
We anticipate the application window for this opening will close on: 04/30/2026Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.