Senior Manager, Member Services

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

Job summary

Aetna Mental Well-being is seeking a strategic, results-oriented Senior Manager, Operations to lead day-to-day operations of a non-clinical department including Behavioral Health Member Services, RFL Member Services, Mental Well-being Digital Operations, and a Center of Excellence.

The role shapes the department's vision, builds ROI-based business cases, and partners with Operations, Product, Technology, Finance, and Analytics to drive service excellence and scalable performance.

Qualifications

• 7+ years of combined experience in healthcare operations, strategy, analytics, technology, innovation, or a related field.
• Demonstrated success leading complex, cross-functional teams
• Strong analytical and quantitative skills; advanced Excel; experience with SQL, Tableau, Power BI, Looker or similar tools is a plus.
• Experience developing business cases, ROI analyses, financial models, and executive-level recommendations.
• Ability to synthesize complex data into clear insights, decisions, and action plans.
• Exceptional communication, executive presentation, and stakeholder management skills.
• Proven ability to balance strategic thinking with operational execution.
• Strong project and program management capabilities, including risk management, prioritization, and delivery oversight.
• Ability to navigate ambiguity, influence without authority, and drive results in fast-paced environments.
• Strong ownership, accountability, attention to detail, and bias for action.

Responsibilities

• Define KPIs and performance frameworks to measure service and employees.
• Analyze business, workforce, operational, and member data to identify trends, opportunities, and improvement actions.
• Establish reporting and governance processes to monitor and optimize performance.
• Manage contact center expectations, inventory management expectations, quality expectations, and project management expectations
• Identify opportunities to improve operational performance, member experience, scalability, and efficiency through process change, technology, automation, and AI.
• Serve as a strategic partner to Mental Well‑being Operations leadership by providing structured problem‑solving, data‑driven insights, and clear, decision‑oriented recommendations.
• Develop executive‑ready business cases with ROI analyses
• Partner across Operations, Product, Technology, Finance, Strategy, Clinical, and Analytics teams to implement change.

Skills

Healthcare Operations

Cross-functional Leadership

Analytical Skills

Excel Proficiency

SQL

Tableau

Power BI

ROI Analyses

Executive Communication

Project Management

Ambiguity Navigation

Operational Execution

Education

Bachelor's Degree

Master's Degree Preferred

Tools

SQL

Tableau

Power BI

Looker

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.

Position Summary

Aetna Mental Well-being is seeking a strategic, results-oriented leader to drive successful results within Service Operations. The Senior Manager, Operations will lead the day-to-day operations of a non-clinical department that consists of Behavioral Health Member Services (call center), RFL Member Services (call center), Mental Well-being Digital Operations (Chat/Email), and a centralized Center of Excellence (coaching, projects, support, onboarding).

This highly visible and critical role is responsible for shaping the vision for the Member Services department, creating business cases to improve experience and outcomes, leading cross-functional execution, delivering excellent service, building meaningful culture. The ideal candidate combines strong analytical and strategic thinking with hands‑on execution that can build success with limited resources.

Key Responsibilities

Operations & Strategy

• Define KPIs and performance frameworks to measure service and employees.
• Analyze business, workforce, operational, and member data to identify trends, opportunities, and improvement actions.
• Establish reporting and governance processes to monitor and optimize performance.
• Manage contact center expectations, inventory management expectations, quality expectations, and project management expectations
• Identify opportunities to improve operational performance, member experience, scalability, and efficiency through process change, technology, automation, and AI.
• Serve as a strategic partner to Mental Well‑being Operations leadership by providing structured problem‑solving, data‑driven insights, and clear, decision‑oriented recommendations.
• Develop executive‑ready business cases with ROI analyses
• Partner across Operations, Product, Technology, Finance, Strategy, Clinical, and Analytics teams to implement change.

Required Qualifications

• 7+ years of combined experience in healthcare operations, strategy, analytics, technology, innovation, or a related field.
• Demonstrated success leading complex, cross‑functional teams
• Strong analytical and quantitative skills, including advanced Excel proficiency; experience with SQL, Tableau, Power BI, Looker, or similar tools is a plus.
• Experience developing business cases, ROI analyses, financial models, and executive‑level recommendations.
• Ability to synthesize complex data into clear insights, decisions, and action plans.
• Exceptional communication, executive presentation, and stakeholder management skills.
• Proven ability to balance strategic thinking with operational execution.
• Strong project and program management capabilities, including risk management, prioritization, and delivery oversight.
• Ability to navigate ambiguity, influence without authority, and drive results in fast‑paced environments.
• Strong ownership, accountability, attention to detail, and bias for action.

Preferred Qualifications

• Knowledge of health plan operations and healthcare technology environments.
• Experience with Behavioral Health, Employee Assistance Programs (EAP), or related healthcare services.
• Implement AI solutions for call center

Education

Bachelor's Degree in related field or equivalent work experience. Master's degree preferred.

Pay Range

The typical pay range for this role is:

$67,900.00 - $199,144.00

This pay range represents the base hourly rate or base annual full‑time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short‑term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 09/30/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.