Lead Director - Service Operations - Digital Transformation

About the role

The Lead Director, Service Operations Digital Transformation will drive improvements in efficiency and patient experience across central Service Ops teams through technology enablement. The role focuses 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.

Responsibilities

• Optimize existing technology tools 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.
• Manage strong relationships with Service Ops leaders and support partners (training, workforce management, analytics, etc.).

Qualifications

• 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).

Skills

• Strong communications skills, required for successful partnership with Product, IT, Clinical Informatics, Patient Experience, and Service Ops leaders.

Benefits

Benefits include 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, and more. This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.

Pay

The typical pay range for this role is $100,000.00 - $231,540.00. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.