Lead Director, Service Operations Meritain TPA

Hispanic Alliance for Career Enhancement; Plantation (FL); Remote; USD 100,000 - 232,000; Full time

Job summary

An established industry player is seeking a strategic leader to enhance service delivery and customer satisfaction. This role focuses on optimizing operations, implementing innovative technologies, and fostering a customer-centric culture. With a commitment to excellence, you will lead cross-functional teams, develop KPIs, and drive improvements based on customer feedback. If you have a growth mindset and a passion for problem-solving, this opportunity offers a dynamic environment where your contributions will make a significant impact on member experiences. Join a company dedicated to transforming health care through compassion and innovation.

Benefits

Comprehensive medical plans

401(k) with matching

Stock purchase plans

Flexible work schedules

Paid time off

Tuition assistance

Qualifications

• 10+ years in plan sponsorship, service operations, or project management.
• Strong track record with cross-functional projects and problem-solving skills.

Responsibilities

• Develop strategies to optimize service operations and meet customer needs.
• Implement best practices and streamline processes for efficiency.
• Monitor customer feedback and address complaints to enhance satisfaction.

Skills

Cross-functional collaboration

Customer-centricity

Project management

Problem-solving

Communication skills

Data-driven decision-making

Education

Bachelor's degree

Relevant professional qualifications

Job description

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and more than 300,000 purpose-driven colleagues — caring for people where, when, and how they choose in a way that is uniquely more connected, more convenient, and more compassionate. And we do it all with heart, each day.

Job Summary

This exciting opportunity will support Meritain Health, an Aetna Company. Meritain is one of the largest TPAs in the country, delivering simple, transparent, and versatile solutions to plan sponsors and members nationwide.

We are committed to delivering an excellent member experience through creative and simple solutions that help our members maximize their health benefits. We're growing and excited about this new role! This position will focus on the end-to-end service delivery experience for a specific population of Meritain's members. If your strengths include cross-functional collaboration, customer-centricity, creative solutioning, project management, and a strong operational background, this might be the perfect fit for you.

Overview

Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction by developing and implementing service delivery strategies, monitoring quality and performance outcomes, and eliminating friction points. Supports innovation and collaborates with other departments to enhance the overall delivery experience. Uses leadership, customer-centric mindset, and problem-solving skills to drive loyalty, retention, and advocacy while fostering a positive organizational culture.

Location

The position can be based anywhere in the US and may be remote or hybrid depending on the candidate's location.

What You Will Do

1. Develop strategies to optimize service operations, ensuring efficient and effective delivery to meet customer needs and expectations.
2. Implement industry best practices and proven methodologies to streamline processes and improve efficiency.
3. Evaluate, select, and integrate innovative technologies to enhance service operations and customer support.
4. Manage resources effectively to ensure timely service delivery within budget.
5. Develop and monitor KPIs to measure service performance against quality standards and customer expectations.
6. Foster a customer-centric culture emphasizing empathy, communication, and problem-solving.
7. Monitor customer feedback, address complaints, and implement improvements to enhance satisfaction and retention.
8. Collaborate with IT and data teams, leveraging technology and analytics to optimize operations and insights.
9. Stay informed on industry trends and incorporate relevant innovations into service strategies.

Minimum Requirements

• At least 10 years of experience in areas such as plan sponsorship, service operations, client management, or project management.
• Successful track record with cross-functional projects.
• Strong communication skills, both written and verbal.
• Proven ability to execute, plan, and support projects effectively.
• Experience with business intelligence and data-driven decision-making.
• Ability to navigate complex challenges and demonstrate problem-solving mastery.
• Growth mindset, agility, and commitment to self and team development.

Education

• Bachelor's degree preferred; relevant professional qualifications are also valued.

Pay Range

The typical pay range is $100,000 to $231,540 annually, depending on experience, education, and location. The role may include bonuses, incentives, and equity awards.

Benefits

• Comprehensive medical plans, 401(k) with matching, stock purchase plans.
• No-cost wellness and support programs, including screenings, counseling, and coaching.
• Flexible work schedules, paid time off, family leave, tuition assistance, and more.

For more details, visit CVS Health Benefits.

Application deadline: 05/25/2025.

Qualified applicants will be considered in accordance with applicable laws.