Executive Director, HR Service Management Lead

CVS Health•Hartford, CT

8d•$131,500 - $303,195

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary The HR Service Management Lead is responsible for running HR Solutions Delivery as a high-performing, data-driven service organization. The Lead owns how HR services are measured, governed, delivered, and analyzed across CVS Health, ensuring every colleague, manager, and leader receives consistent, reliable, and high-quality HR support. This role is also responsible for establishing and implementing best practices within the HR organization, including service performance, reporting, analytics, enabling technology, quality, internal communications, and change management among others. This role will partner closely with HR Centers of Excellence, HRBPs, DDAT, Finance, and business stakeholders to bring service discipline, transparency, and continuous insight to the HR function.

Requirements

8+ years of progressive experience in HR operations, HR shared services, service management, or HR analytics roles
Demonstrated track record of designing and running service performance frameworks (SLAs/KPIs) and delivering executive-level reporting
Hands-on experience with HR case management / service delivery tools and HCM platforms
Strong experience with BI/analytics tooling and building dashboards that drive decisions
Bachelor’s degree in Human Resources, Business Administration, Analytics, Information Systems, or related field (required)

Responsibilities

Define, maintain, and evolve the HR service performance framework, including SLAs, KPIs, and operational metrics across all HR services and channels
Own the HR service performance reporting cadence: daily operational dashboards, monthly scorecards, quarterly business reviews, and executive-level reporting
Monitor service performance in real time; proactively identify trends, risks, and breaches and drive corrective action with service owners; identify root causes to prevent reoccurrence
Partner with HR COEs, HR Solutions Delivery team members, and vendors to ensure SLAs and KPIs are achievable, meaningful, and aligned to colleague experience outcomes and root-cause problems
Establish performance baselines, targets, and stretch goals that evolve as the HR function matures
Oversee the end-to-end delivery of HR solutions and services across tiered support, self-service, and COE channels; ensure a consistent, high-quality colleague and manager experience
Lead the development of the Service Management strategy in partnership with People Services leadership, balancing cost efficiencies and economies of scale with high levels of customer satisfaction
Manage service demand, capacity, and routing across channels (portal, chatbot, case management, live agent, escalated COE support)
Own the service catalog, including what HR offers, to whom, at what service level, and through which channel, and keep it current and evolved
Drive channel optimization and shift-left strategies (self-service, AI assistants, knowledge deflection) to improve speed and reduce effort
Identify opportunities for HR Solutions Delivery to deliver value-added services to enhance business results using enabling technology; actively sponsor improvement opportunities, monitoring progress and results of improvements
Define and enforce service governance standards, including incident management, major incident response, problem management, and change control for HR services
Manage service-level agreements with internal COEs, HRBPs, and external vendors; lead quarterly business reviews and performance escalations
Partner with Internal Audit, Risk, and Compliance to ensure HR service delivery meets regulatory and control requirements
Maintain the HR service risk register and lead service continuity planning for critical HR services
Build and operate the HR analytics capability spanning service analytics (volumes, SLAs, CSAT, cost-to-serve) and workforce analytics (headcount, attrition, engagement, talent flows)
Deliver actionable insights and data stories to HR leadership, HRBPs, and business leaders that drive workforce and service decisions
Partner with DDAT, IT, and Finance to ensure data quality, integration, and a single source of truth for HR reporting
Develop predictive and diagnostic analytics (e.g., attrition risk, demand forecasting, service bottleneck prediction) and embed them into HR decision-making
Champion data literacy across the HR function, enabling self-service analytics for HRBPs and COE leaders
Run day-to-day vendor management for HR's contracted and outsourced services, operating within the strategy and governance framework set by the HR Enterprise Process & Quality Lead
Own vendor SLA and KPI performance, including scorecards, monthly performance reviews, issue resolution, and escalations when targets are missed
Establish and run the HR vendor governance framework, including performance scorecards, SLA and KPI oversight, QBR cadence, risk reviews, and escalation paths
Lead QBRs and regular service reviews with HR vendors, tracking commitments, improvement actions, and operational risks
Partner with DDAT and applicable product owners on vendor-related operational decisions, technology dependencies, and integration considerations
Partner with Procurement, Legal, Privacy, and Information Security on the operational execution of vendor onboarding, renewals, data protection obligations, and risk assessments, in alignment with the enterprise vendor governance framework