The posting
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.
The Vice President, Service Operations Enablement is a strategic and transformational leader responsible for building and leading the capabilities that enable Aetna Service Operations to deliver an exceptional member and provider experience and strong business outcomes across all lines of business.
This leader will set the strategy and drive execution across the integrated enablement functions supporting Call, Claims, and Plan Sponsor Services. Key areas of responsibility 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.
Operating in a highly complex, matrixed environment, the VP will serve as a critical partner to Service Operations leadership and stakeholders across Aetna and the broader enterprise. This leader will be expected to transform and modernize how Service Operations is enabled, creating greater consistency, scalability, accountability, and transparency across the organization.
Success will require a leader who can translate strategy into execution, lead significant change, influence across organizational boundaries, and bring together people, process, technology, data, and external partners to improve operational performance.
Key Responsibilities
- Lead the transformation and continued evolution of the Service Operations enablement model, ensuring capabilities, resources, and processes are positioned to support current and future business needs.
- Develop an integrated Strategic Workforce Planning and Workforce Management capability and center of excellence supporting core Service Operations functions.
- Develop and execute the BPO strategy and drive performance optimization 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.
- Leverage 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.
- Provide oversight of the Aetna risk management plan and associated mitigation strategies.
- Ensure appropriate 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 strong partnerships with Service Operations leaders and cross-functional stakeholders across the enterprise, using influence and collaboration to drive alignment and execution in a highly matrixed organization.
- Lead significant organizational and operational change, effectively engaging stakeholders, navigating competing priorities, and driving 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.
Qualifications
- 15+ years of progressive leadership experience in service operations or a health plan or insurance environment.
- Knowledge of the payor operational landscape will be highly valued
- Demonstrated success leading large-scale operational transformation and change, including evolving operating models, processes, capabilities, and ways of working.
- Strong experience operating in a highly matrixed organization, 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, with demonstrated success bringing 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 thinker who understands the 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.
- Remote or Hybrid
Pay Range
The typical pay range for this role is:
$250,000 - $350,000
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.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
· Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
· No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
· Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit https://jobs.cvshealth.com/us/en/benefits
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.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
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. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
Additional details about available benefits are provided during the application process and on Benefits Moments.
We anticipate the application window for this opening will close on: 11/14/2026
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
