Senior Manager, Health Operations & Service Excellence

CVS Health; Providence (RI); On-site; USD 68,000 - 199,000; Full time

Benefits offered by this job

Bonus program

Equity award program

Job summary

CVS Health is seeking a Senior Manager, Operations for the Aetna Mental Well-being Service Operations. You will lead non-clinical departments including call centers and digital operations, shaping the vision, driving outcomes, and delivering high-quality member experiences.

You will create governance, run data-driven analyses, build business cases with ROI, and partner with Product, Technology, Finance, and Clinical teams to scale operations with limited resources.

Qualifications

• 7+ years in healthcare operations, strategy, analytics, technology, or related field.
• Demonstrated success leading complex, cross-functional teams.
• Strong analytical and quantitative skills; experience with Excel; SQL/Tableau/Power BI/Looker a plus.
• Experience developing business cases, ROI analyses, and executive-level recommendations.
• Ability to translate data into clear insights, decisions and actions.
• Excellent communication, presentation, and stakeholder management.

Responsibilities

• Define KPIs and performance frameworks to measure service and employees.
• Analyze data to identify trends, opportunities, and improvement actions.
• Establish reporting and governance processes to monitor performance.
• Manage contact center expectations, inventory and quality standards.
• Identify opportunities to improve operational performance, experience, scalability, and efficiency through process changes and automation.
• Partner with leadership to implement data-driven change and ROI analyses.
• Develop executive-ready business cases with ROI analyses.
• Collaborate across Operations, Product, Technology, Finance, Strategy, Clinical, and Analytics.

Skills

7+ years experience across healthcare

Cross-functional leadership

Analytical/quantitative skills

Executive-level recommendations

Communication and stakeholder mgmt

Strategic thinking + execution

Problem solving

Risk management and delivery

Ambiguity navigation

Education

Bachelor's degree

Master's degree preferred

Tools

SQL

Tableau

Power BI

Looker

Job description

CVS Health is seeking a Senior Manager, Operations for the Aetna Mental Well-being Service Operations. You will lead non-clinical departments including call centers and digital operations, shaping the vision, driving outcomes, and delivering high-quality member experiences.

You will create governance, run data-driven analyses, build business cases with ROI, and partner with Product, Technology, Finance, and Clinical teams to scale operations with limited resources.