Lead Director, Service Operations

CVS Health•Moon Township, MI

2d•$100,000 - $231,540•Remote

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 Set the vision, operating model, and strategic priorities for service operations, aligning execution to business goals, service expectations, and regulatory requirements. Lead large, multi-layered teams and develop leadership capability through clear goals, coaching, performance management, succession planning, and talent development. Drive operational performance through KPI governance, business reviews, trend analysis, root-cause resolution, and continuous improvement initiatives. Oversee service delivery processes, staffing models, workflows, controls, and escalation paths to improve quality, productivity, timeliness, and customer outcomes. Partner cross-functionally with business leaders, technology, compliance, finance, quality, and other support functions to implement scalable solutions and manage change effectively. Serve as a key operations leader for Medicaid, building and maintaining effective relationships with state Medicaid agencies and external partners to support program execution, issue resolution, regulatory alignment, and service performance. Demonstrate strong understanding of Medicare and Medicaid for dual-eligible populations, including the operational, regulatory, and service implications of coordinating benefits and member experience across both programs. Identify operational risks, gaps, and dependencies; create mitigation plans and lead issue resolution to protect service levels, member or customer experience, and business continuity. Manage budgets, resource planning, and vendor or partner relationships to ensure effective delivery, cost discipline, and accountability. Translate complex operational data into executive-ready insights, recommendations, and action plans. Champion a culture of accountability, collaboration, inclusion, and continuous improvement across the organization.

Requirements

Significant progressive leadership experience in service operations, business operations, healthcare operations, customer service, shared services, or a related environment.
Experience leading managers and large teams in a complex, matrixed organization.
Demonstrated success improving operational performance through data, process redesign, and disciplined execution.
Strong executive communication, stakeholder management, and change leadership skills.
Experience managing cross-functional programs, risk, compliance, and vendor or partner relationships.

Nice To Haves

Medicare and/or Medicaid experience

Responsibilities

Set the vision, operating model, and strategic priorities for service operations, aligning execution to business goals, service expectations, and regulatory requirements.
Lead large, multi-layered teams and develop leadership capability through clear goals, coaching, performance management, succession planning, and talent development.
Drive operational performance through KPI governance, business reviews, trend analysis, root-cause resolution, and continuous improvement initiatives.
Oversee service delivery processes, staffing models, workflows, controls, and escalation paths to improve quality, productivity, timeliness, and customer outcomes.
Partner cross-functionally with business leaders, technology, compliance, finance, quality, and other support functions to implement scalable solutions and manage change effectively.
Serve as a key operations leader for Medicaid, building and maintaining effective relationships with state Medicaid agencies and external partners to support program execution, issue resolution, regulatory alignment, and service performance.
Demonstrate strong understanding of Medicare and Medicaid for dual-eligible populations, including the operational, regulatory, and service implications of coordinating benefits and member experience across both programs.
Identify operational risks, gaps, and dependencies; create mitigation plans and lead issue resolution to protect service levels, member or customer experience, and business continuity.
Manage budgets, resource planning, and vendor or partner relationships to ensure effective delivery, cost discipline, and accountability.
Translate complex operational data into executive-ready insights, recommendations, and action plans.
Champion a culture of accountability, collaboration, inclusion, and continuous improvement across the organization.