VP of Service Ops Enablement & Transformation

CVS Health; Hartford (CT); On-site; USD 250,000 - 350,000; Full time

Benefits offered by this job

Medical plan

401(k) plan (including matching)

Employee stock purchase plan

Wellness programs

Paid time off and family leave

Job summary

CVS Health is seeking a strategic leader to head Service Operations Enablement for Aetna Service Operations. This executive will shape capabilities across Call, Claims, and Plan Sponsor Services, driving workforce planning, BPO optimization, governance, and continuous improvement at scale.

The role requires extensive cross-functional influence in a matrix environment, with a focus on performance, risk management, and regulatory compliance across diverse lines of business.

Qualifications

• 15+ years of progressive leadership experience in service operations or health plan/insurance environments.
• Demonstrated success leading large-scale operational transformation and change.
• Strong experience operating in a highly matrixed organization with influence at senior levels.

Responsibilities

• Lead transformation and evolution of the Service Operations enablement model.
• Develop Strategic Workforce Planning and Workforce Management capability and centers of excellence.
• Develop and execute the BPO strategy across a global vendor ecosystem with multiple geographies.
• Establish consistent operating standards, governance, and accountability across teams and partners.
• Leverage data and analytics to identify performance opportunities and improve decision-making.
• Lead reporting, analytics, and continuous improvement capabilities.
• Oversee regulatory controls and risk management programs (SOX/SOC1).
• Ensure regulatory compliance and risk mitigation across Service Operations.

Skills

Leadership

Strategy execution

Workforce planning

Vendor management

Regulatory compliance

Change leadership

Cross-functional collaboration

Data analytics

Financial acumen

Executive communication

Education

Bachelor's degree or equivalent

Job description

CVS Health is seeking a strategic leader to head Service Operations Enablement for Aetna Service Operations. This executive will shape capabilities across Call, Claims, and Plan Sponsor Services, driving workforce planning, BPO optimization, governance, and continuous improvement at scale.

The role requires extensive cross-functional influence in a matrix environment, with a focus on performance, risk management, and regulatory compliance across diverse lines of business.