Lead Director, Service Ops - Medicare, CVS Health

CVS Health

Location:
United States

Category:
Customer Service

Contract Type:
Employment contract

Salary:

100000.00 - 231540.00 USD / Year

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Job Description:

The Lead Director, Commissions and Market Associate Support is responsible for overseeing strategy and day-to-day operations of the Aetna Medicare broker commissions and the Aetna Local Market Associate team. This role ensures that broker compensation is paid accurately and on time, manages escalated issues, and leads to cross-functional collaborations with Sales, Broker Services, IT and Finance. The Lead Director drives operational efficiency, builds and develops high-performing teams, and ensures compliance with enterprise policy and CMS regulations.

Job Responsibility:

Oversee and ensure the accurate and timely disbursement of broker payments exceeding $1B
Lead and resolve escalations, enrollment fallout, and system discrepancies
Collaborate and drive systemic issue resolution and defect remediation
Build and cultivate trusted relationships with Sales leadership
Lead and empower a multi-regional market associate support team
Design, implement, and champion best-in-class service delivery practices
Establish, monitor, and optimize performance metrics, workflows, and workload distribution
Lead and support cross-functional projects to standardize processes and automate manual tasks
Oversee and refine reporting ecosystems, dashboards, and analytics frameworks
Manage and mentor supervisors, analysts, associates, and project managers
Build and sustain a positive, people-first culture
Forge strategic partnerships with Sales, Broker Services, IT, Finance, and Compliance

Requirements:

8+ years of experience in Medicare broker operations, commissions, or related fields
Strong knowledge of CMS regulations, enrollment processes and commission structure
Proven ability to lead cross-functional teams and deliver results
Demonstrated success in process improvement, system migrations, or large-scale projects
Excellent leadership, communication, and critical thinking skills
Bachelors and/or Equal Experience

Nice to have:

Strategic thinking with ability to translate vision into action
Strong analytical and critical thinking skills
Collaborative leadership with emphasis on people development
Ability to manage ambiguity and drive clarity in complex environments
Commitment to operational excellence and customer focus

What we offer:

Affordable medical plan options
401(k) plan with matching company contributions
Employee stock purchase plan
No-cost 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:
October 10, 2025

Expiration:
October 25, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Lead Director, Service Ops - Medicare