VP, Operations Enablement - Aetna

CVS Health•Hartford, CT

2d•$250,000 - $350,000

About The Position

The Vice President, Service Operations Enablement is a strategic and transformational leader responsible for building and leading capabilities that enable Aetna Service Operations to deliver an exceptional member and provider experience and strong business outcomes across all lines of business. The role sets strategy and drives execution across integrated enablement functions supporting Call, Claims, and Plan Sponsor Services. Key areas include strategic workforce planning and workforce management, business process outsourcing (BPO) strategy and performance optimization, operational insights and reporting, quality and continuous improvement, regulatory and risk management, business continuity, and facilities and real estate optimization. In a complex, matrixed environment, the VP partners with Service Operations leadership and stakeholders across Aetna and the broader enterprise to modernize how Service Operations is enabled and improve consistency, scalability, accountability, and transparency. The leader translates strategy into execution, leads significant change, influences across organizational boundaries, and brings together people, process, technology, data, and external partners to improve operational performance. The position is remote or hybrid and is eligible for a CVS Health bonus, commission, or short-term incentive program, as well as an equity award target.

Requirements

15+ years of progressive leadership experience in service operations or a health plan or insurance environment.
Demonstrated success leading large-scale operational transformation and change, including evolving operating models, processes, capabilities, and ways of working.
Strong experience in highly matrixed organizations, with the ability to influence senior leaders and drive alignment across functions without direct authority.
Deep understanding of healthcare operations and customer, member, and/or provider service environments.
Experience leading operational enablement capabilities, including strategic workforce planning/workforce management, BPO and vendor management, operational performance, analytics and reporting, quality, and continuous improvement.
Proven ability to translate strategy into execution, establish effective governance and accountability, and drive measurable business and operational outcomes.
Strong change leadership capabilities and demonstrated success guiding teams and stakeholders through significant transformation while maintaining operational performance.
Experience leading large-scale, complex, cross-functional programs and initiatives.
Strong financial and business acumen, including budget management, cost-benefit analysis, vendor economics, and performance optimization.
Experience working within regulatory, compliance, audit, privacy, risk management, and control environments.
Strong systems thinking and understanding of interdependencies across people, process, technology, data, vendors, and operating models.
Proven ability to build, lead, coach, and develop high-performing teams across complex and geographically distributed organizations.
Bachelor’s degree or equivalent.

Nice To Haves

Knowledge of the payor operational landscape.

Responsibilities

Lead the transformation and continued evolution of the Service Operations enablement model to support current and future business needs.
Develop an integrated Strategic Workforce Planning and Workforce Management capability and center of excellence for core Service Operations functions.
Develop and execute the BPO strategy and optimize performance across a complex global vendor ecosystem, including five primary vendor partners operating across multiple geographies.
Establish consistent operating standards, governance, performance expectations, and accountability across internal teams and external partners.
Use data, analytics, and operational insights to identify performance opportunities, address root causes, reduce manual effort and vendor dependency, and improve decision-making.
Lead operational and management reporting, performance monitoring, analytics, and continuous improvement capabilities.
Lead Productivity Incentive Program Management and identify opportunities to improve efficiency, productivity, quality, and overall operational performance.
Lead program teams supporting SOX and SOC1 regulatory and fiduciary controls and ensure effective governance and operational compliance.
Oversee the Aetna risk management plan and associated mitigation strategies.
Ensure regulatory compliance and risk mitigation across Service Operations, including CMS, state, and federal requirements.
Optimize the Service Operations real estate and facilities portfolio to support evolving workforce and operational strategies.
Build partnerships with Service Operations leaders and cross-functional enterprise stakeholders, using influence and collaboration to drive alignment and execution.
Lead significant organizational and operational change, engage stakeholders, navigate competing priorities, and drive sustainable adoption of new processes, capabilities, and ways of working.
Build, develop, and lead a high-performing team, creating clarity and accountability while fostering collaboration across organizational boundaries.