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CVS Health Logo CVS Health · IT - Administration

Lead Director - Service Operations - Strategy and Transformation

United States, Work at Home · Job Posted April 24, 2026
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Job Description

The Lead Director, Service Operations Strategy & Transformation will lead technology-driven process improvements across key Service Operations teams, including Patient Services, Pharmacy Tech, Triage Nurse, Referrals, and Medical Records. This role focuses on driving efficiency and enhancing patient experience through technology adoption and operational transformation. Partnering closely with Product, IT, Clinical Informatics, and Service Ops leadership, the Lead Director will design and implement solutions that deliver measurable impact. This position reports to the Executive Director, Service Operations.

Job Responsibility

  • Lead large-scale operational and technology transformation initiatives, driving efficiency and process improvements across healthcare operations
  • Own end-to-end solution design and implementation, including identifying business problems, selecting enabling technologies, and ensuring successful deployment
  • Manage cross-functional projects that integrate operations and technology, collaborating with internal teams and external partners to achieve strategic goals
  • Drive change management for major organizational shifts, ensuring adoption of new processes and technologies across large teams and complex environments
  • Provide strategic consulting and thought leadership, leveraging healthcare operations expertise to influence decisions and deliver measurable impact

Requirements

  • 10+ years of leadership experience in shared services or healthcare operations
  • Proven track record in cultural and operational transformation, including structured change management (stakeholder alignment, training, communications, outcome measurement)
  • Successful leadership of vendor selection and large-scale technology deployments (impacting 100+ FTEs)
  • Demonstrated ability to automate high-volume administrative processes
  • Strong understanding of enabling technologies for service operations (automation, AI, self-service, agent assist)
  • Exceptional strategic thinking, project management, and executive communication skills
  • Highly collaborative, analytical, and adaptable in a fast-paced environment
  • Self-starter with strong initiative, follow-through, and problem-solving capability
  • Travel - up to 20%
  • U.S. work authorization
  • Someone who embodies being "Oaky"
  • Bachelor's degree or equivalent experience

Nice to have

  • Strong healthcare operations background
  • Consulting experience with strategic and operational initiatives
  • Proven ability to lead operations and technology projects
  • Technical background (preferred but not required)
  • Experience leading technology implementation end-to-end
  • Demonstrated success in implementing major change for large-scale operations
  • Ability to own problem-solving, including identifying issues, designing solutions, selecting appropriate technology, and driving implementation

What we offer

  • 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
  • Medical, dental, and vision coverage
  • Paid time off
  • Retirement savings options
  • Wellness programs
  • Eligible for a CVS Health bonus, commission or short-term incentive program
  • Includes an award target in the company's equity award program
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