Head of Mental Well-being Operations

Partners in Digital Health; Boston (MA); Hybrid; USD 68,000 - 199,000; Full time

Job summary

CVS Health is seeking a strategic Senior Manager, Operations within Aetna Mental Well‑being to lead day-to-day operations of a non-clinical department that includes Behavioral Health Member Services, RFL Member Services, Mental Well‑being Digital Operations, and a centralized Center of Excellence.

This role shapes the vision for the Member Services group, builds ROI-focused business cases, and partners across Operations, Product, Technology, Finance, Strategy, Clinical and Analytics to drive

Qualifications

• 7+ years in healthcare operations, strategy, analytics, or related field.
• Proven ability to lead complex, cross-functional teams.
• Strong analytical and quantitative skills with advanced Excel; SQL/Tableau/Power BI/Looker are a plus.
• Experience building business cases, ROI analyses, and executive recommendations.
• Ability to synthesize data into clear insights and actions.
• Excellent communication, stakeholder management, and delivery mindset.
• Balance strategic thinking with hands-on execution in fast-paced settings.
• Strong project and program management with risk and prioritization skills.

Responsibilities

• Define KPIs and performance frameworks for service and staff.
• Analyze data to identify trends and opportunities for improvement.
• Establish reporting and governance to monitor performance.
• Manage contact center expectations, inventory and quality measures.
• Identify opportunities for process, tech, automation, and AI improvements.
• Provide structured, data-driven recommendations to leadership.
• Develop executive-ready ROI business cases.
• Partner with Operations, Product, Technology, Finance, Strategy, Clinical, Analytics to implement change.

Skills

Analytics

Communication

Stakeholder management

Project management

Cross-functional leadership

Data-driven decision making

Strategic thinking

Executive presentation

Education

Bachelor's Degree in related field

Master's Degree preferred

Tools

SQL

Tableau

Power BI

Looker

Job description

CVS Health is seeking a strategic Senior Manager, Operations within Aetna Mental Well‑being to lead day-to-day operations of a non-clinical department that includes Behavioral Health Member Services, RFL Member Services, Mental Well‑being Digital Operations, and a centralized Center of Excellence.

This role shapes the vision for the Member Services group, builds ROI-focused business cases, and partners across Operations, Product, Technology, Finance, Strategy, Clinical and Analytics to drive