Senior Operations Leader - Mental Well-Being & 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

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.