Lead Director, Service Operations, CVS Health

CVS Health

Location:
United States

Category:
Customer Service

Contract Type:
Employment contract

Salary:

100000.00 - 231540.00 USD / Year

Save Job

Apply Position

Job Description:

The Lead Director is responsible for leading and optimizing functions within the New Plan Build as well as future operation areas, including all internal resources and outsourced support. This role administers the strategy for monitoring and improving operational functions aligning policies and procedures with organizational objectives. Controls performance management and contributes to top-level decision-making for the Customer Facing Operations Organization. This individual will develop and implement a comprehensive roadmap for Plan Build to enhance client satisfaction, drive operational efficiency, and foster continuous improvement. The ideal candidate will be a strategic leader with a deep understanding of Implementation/Onboarding best practices and technology solutions.

Job Responsibility:

Leads continuous improvement initiatives to enhance Plan Build management processes, increase efficiency, and reduce defects across the organization
Collaborates with various departments, such as Core Operations - Claims, Implementation/Onboarding, Eligibility, Appeals, Compliance and Client Management, to ensure quality considerations are integrated into all aspects of the organization's operations
Establishes and maintains a robust Plan Build quality management system by developing quality policies, procedures, and guidelines that comply with industry standards and regulatory requirements
Analyzes data and generates regular reports on KPIs and metrics using data-driven insights to communicate quality performance to senior management
Manages the budget and allocates resources effectively to support operation and improvement efforts
Provides leadership and guidance to department teams and direct reports, overseeing their work, conducting performance evaluations, and providing training and development opportunities
Responsible for bringing forward new technology and service processes that will result in improved member and provider experiences while also driving efficiencies in the customer service organization
Manage and optimize relationships with future outsourcing partners to ensure performance, cost-effectiveness, and seamless integration with internal operations
Implement and leverage technology solutions, such as AI chatbots and other automation tools, to enhance service capabilities
Ensures regulatory compliance
Develop and implement training programs to ensure teams are equipped with the skills and knowledge to provide exceptional support
Stay informed of industry trends, customer expectations, and emerging technologies to maintain a competitive edge

Requirements:

5+ years' experience in managing high volume transaction processing, financial management, project delivery, production, systems analysis and application
5+ years' management and leadership experience
Adept at execution and delivery (planning, delivering, and supporting) skills
Adept at business intelligence

Nice to have:

Mastery of problem solving and decision-making skills
Mastery of growth mindset (agility and developing yourself and others) skills

What we offer:

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
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access

Additional Information:

Job Posted:
April 29, 2025

Expiration:
May 02, 2025

Employment Type:

Fulltime

Work Type:

Remote work

View All Jobs In This Company

Job Link Share:

Lead Director, Service Operations