Senior Manager, Member Services

CVS Health•New York, VT

8d•$67,900 - $199,144

About The Position

Aetna Mental Well-being is seeking a strategic, results-oriented leader to drive successful results within Service Operations. The Senior Manager, Operations will lead the day-to-day operations of a non-clinical department that consists of Behavioral Health Member Services (call center), RFL Member Services (call center), Mental Wellbeing Digital Operations (Chat/Email), and a centralized Center of Excellence (coaching, projects, support, onboarding). This highly visible and critical role is responsible for shaping the vision for the Member Services department, creating business cases to improve experience and outcomes, leading cross-functional execution, delivering excellent service, building meaningful culture. The ideal candidate combines strong analytical and strategic thinking with hands-on execution that can build success with limited resources.

Requirements

7+ years of combined experience in healthcare operations, strategy, analytics, technology, innovation, or a related field.
Demonstrated success leading complex, cross-functional teams.
Strong analytical and quantitative skills, including advanced Excel proficiency; experience with SQL, Tableau, Power BI, Looker, or similar tools is a plus.
Experience developing business cases, ROI analyses, financial models, and executive-level recommendations.
Ability to synthesize complex data into clear insights, decisions, and action plans.
Exceptional communication, executive presentation, and stakeholder management skills.
Proven ability to balance strategic thinking with operational execution.
Strong project and program management capabilities, including risk management, prioritization, and delivery oversight.
Ability to navigate ambiguity, influence without authority, and drive results in fast-paced environments.
Strong ownership, accountability, attention to detail, and bias for action.

Nice To Haves

Knowledge of health plan operations and healthcare technology environments.
Experience with Behavioral Health, Employee Assistance Programs (EAP), or related healthcare services.
Implement AI solutions for call center

Responsibilities

Define KPIs and performance frameworks to measure service and employees.
Analyze business, workforce, operational, and member data to identify trends, opportunities, and improvement actions.
Establish reporting and governance processes to monitor and optimize performance.
Manage contact center expectations, inventory management expectations, quality expectations, and project management expectations.
Identify opportunities to improve operational performance, member experience, scalability, and efficiency through process change, technology, automation, and AI.
Serve as a strategic partner to Mental Well-being Operations leadership by providing structured problem-solving, data-driven insights, and clear, decision-oriented recommendations.
Develop executive-ready business cases with ROI analyses.
Partner across Operations, Product, Technology, Finance, Strategy, Clinical, and Analytics teams to implement change.