Lead Director - Service Operations - Digital Transformation
About The Position
The Lead Director, Service Operations Digital Transformation will 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. Service Operations at Oak Street is the central administrative function supporting all clinics. Candidates must have proven experience leading large operations change initiatives that have quantifiable business impact (e.g. cost savings, FTE labor savings, improvement in KPIs like cycle time, etc…). Examples of initiatives can be implementations of new vendor or home-grown technologies, changes in existing technologies, or significant changes in processes/workflows. 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. Strong communications skills are required for successful partnership with these teams (e.g. ability to clearly articulate/explain/frame business problems, solution rationale, and tradeoffs, and ability for executive-level storytelling using data).
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.
- 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.
- 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.
- Someone who embodies being “Oaky”
Responsibilities
- 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.).
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
- medical, dental, and vision coverage
- paid time off
- retirement savings options
- wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
Associate degree
