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CVS Health Logo CVS Health · IT - Administration

Lead Director, Workforce Management - Back Office Operations

United States, Hartford Employment contract 100000.00 - 231540.00 USD / Year · Job Posted June 14, 2026
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Job Description

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.

Job Responsibility

  • Lead expansion of workforce management capabilities beyond traditional contact center environments into back‑office, transaction‑based operations across Aetna Service Operations
  • Design and execute the strategy, operating model, and analytics required to forecast, plan, allocate, and optimize work across functions such as Claims Operations, Payment Integrity, Plan Sponsor Services, Provider Operations, Configuration, Testing, among other service areas
  • Lead the definition and execution of workforce management strategy for back‑office service operations, adapting WFM principles (forecasting, capacity planning, work allocation, productivity management) to non‑queue‑based environments
  • Identify priority functions for WFM deployment and build roadmaps for progressive capability adoption
  • Translate enterprise workforce strategy into function‑specific models that reflect differences in work type, variability, regulatory constraints, and skill mix
  • Establish demand forecasting and capacity planning methodologies for back‑office workflows (inventory‑based, case‑based, and project‑driven work)
  • Implement work‑in‑process, aging, and SLA‑driven management disciplines to improve throughput, predictability, and service outcomes
  • Partner with operations leaders to define productivity standards, staffing assumptions, and performance thresholds appropriate to each function
  • Design a scalable governance framework for back‑office workforce management, including planning cadences, escalation paths, performance reviews, and executive reporting
  • Balance enterprise standardization with functional flexibility
  • Serve as a key influencer in adoption, helping operations leaders embed WFM disciplines into daily management routines
  • Partner with technology and analytics teams to extend or adapt WFM and workflow tools for back‑office use cases
  • Leverage data to generate actionable insights on volume drivers, productivity, staffing efficiency, backlog risk, and service performance
  • Champion use of analytics, automation, and workflow orchestration to improve visibility and reduce manual effort over time
  • Build, lead, and develop a team of workforce management leaders and analysts dedicated to back‑office operations
  • Act as a trusted advisor to senior operations leaders, supporting staffing decisions, vendor strategies, and transformation initiatives
  • Collaborate closely with Finance, HR, and Vendor Management to align workforce plans with budgets, labor strategies, and sourcing models

Requirements

  • 10+ years of progressive leadership experience in workforce management, operations strategy, analytics, or service operations, with demonstrated exposure to back‑office or claims‑based environments in the healthcare industry preferred
  • Proven experience designing or scaling capacity planning, productivity, or service‑level frameworks beyond traditional call center models
  • Experience with WFM tools (Aspect, NICE, UKG, etc)
  • Experience operating in large, matrixed organizations with multiple lines of business and varying operational maturity
  • Strong strategic and analytical skills with the ability to translate complex operational data into clear leadership recommendations
  • Demonstrated success leading change through influence, particularly in environments without direct authority
  • Executive‑ready communication skills and comfort presenting to VP and SVP‑level stakeholders
  • Bachelor’s degree or equivalent experience

What we offer

  • medical, dental, and vision coverage
  • paid time off
  • retirement savings options
  • wellness programs
  • bonus, commission or short-term incentive program
  • equity award program
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