AVP, HR Enterprise Process and Quality Lead

CVS Health•Hartford, CT

3d•$157,800 - $363,936

About The Position

The HR Enterprise Process and Quality Lead is a strategic, cross-functional role responsible for designing, governing, and continuously improving the end-to-end HR solutions delivery processes that power the colleague experience across CVS Health. This role serves as the owner of HR solutions delivery process architecture, quality assurance, and operational excellence. This role will also be responsible for AI enablement and operational governance, spanning AI-enabled process architecture, continuous improvement, work and capability transition, intake for new work, vendor and outsourcing governance, and HR knowledge management. A key focus will be evaluating where AI and automation add value and driving measurable improvements to the colleague experience.

Requirements

15+ years of progressive experience in HR operations, HR shared services, HR transformation, or enterprise process/quality roles.
Demonstrated track record of leading end-to-end HR process design, continuous improvement, and governance initiatives in a complex, matrixed organization.
Hands-on experience managing HR vendor relationships, contracts, and/or outsourced services.
Lean Six Sigma Green Belt certification (or equivalent demonstrated experience).
Hands-on experience with at least one major HCM platform and a case management / HR service delivery tool.
Bachelor's degree in Human Resources, Business Administration, Industrial Engineering, Organizational Development, or related field (required).

Responsibilities

End-to-End AI-Enabled Process Architecture: Define the strategy and approach for HR process architecture aligned with CVSH objectives; ensure processes are designed end-to-end rather than in functional silos.
Partner closely with the HR Strategy & Transformation team and applicable business strategy teams to translate enterprise HR strategy and transformation priorities into concrete process architecture, AI enablement, and delivery roadmaps.
Serve as the process architecture lead on HR transformation programs — shaping target operating models, future-state process designs, and AI/automation blueprints that underpin strategic change.
Proactively identify areas for improvement and innovation within HR functions; identify, evaluate, and embed AI, automation, and agentic workflow opportunities across HR processes in partnership with the business, IT, and COE leaders.
Lead process and AI workstreams on transformations (HCM, service model changes, M&A), connecting strategy to execution end-to-end in partnership with the HR Product Experience Lead and applicable product owners.
Evaluate and recommend how HR capabilities and services should be delivered by leading buy, build, or automate analyses, and determine where outsourcing or strategic partnerships are appropriate; Guide process redesign to align with the selected delivery model.
Lead the execution of a harmonized strategy for end-to-end processes including associated policies and technologies (i.e., Workday/ServiceNow/AI).
Identify necessary resources (people, capital, AI tools); assess opportunities against business objectives and determine creative means to implement new and innovative technical and process-based solutions.
Be accountable for and drive process transformation; make key decisions related to the process, including target setting, process performance management, and financial management with a focus on reducing process costs, increasing efficiency through AI or automation, and maximizing investment returns.
Serve as the authoritative voice on how HR processes should operate enterprise-wide, balancing standardization with legitimate local or business-unit variation.
Continuous Improvement Work & Capability: Build, own, and deliver the enterprise HR continuous improvement (CI) roadmap, prioritized against business value, risk, and colleague experience impact.
Lead Lean, Six Sigma, and design-thinking initiatives to reduce cycle times, eliminate defects and rework, and improve service quality.
Build HR's internal CI capability, coaching HRBPs, COEs, and HR Solutions Delivery teams on problem-solving, process discipline, and root-cause analysis.
Establish a culture of continuous improvement at all levels of the organization.
Work & Capability Transition: Lead work transition playbooks covering process documentation, knowledge transfer, training, staffing, technology readiness, and go-live support.
Partner with HRBPs, COEs, HR Solutions Delivery, and DDAT/IT to ensure new work is absorbed without degrading quality, SLAs, or colleague experience.
Define and track transition readiness criteria, ensuring each transition has clear accountability, milestones, and risk mitigation plans.
Provide regular reporting on transition health, progress against milestones, and post-transition stabilization to HR leadership.
Intake for New Work: Own the enterprise intake process for new HR work, including new business requests, policy changes, regulatory mandates, and service expansions.
Maintain a transparent intake backlog and provide regular reporting on demand, capacity, and prioritization to HR leadership.
Partner with the HR Strategy & Transformation, Corporate Strategy, and applicable business transformation teams to align enterprise projects, capabilities, and strategic priorities to HR Solutions Delivery, ensuring new work is visible, sequenced, and resourced appropriately as it enters the HR function.
Establish intake governance standards including request evaluation criteria, impact assessment, and sequencing in partnership with COEs and business stakeholders.
Ensure intake decisions are data-informed, balancing business urgency with operational capacity and colleague experience impact.
Knowledge Management: Own the HR knowledge management strategy and platform; ensure colleagues, managers, HRBPs, and HR Solutions Delivery teams have accurate and easy-to-find information.
Define knowledge governance: content ownership, review cycles, quality standards, taxonomy, version control, and retirement.
Enable AI-driven knowledge experiences by curating high-quality, structured content that can power search, chatbots, and generative HR assistants.
Measure knowledge effectiveness through usage, deflection rates, content accuracy, and user satisfaction.