Lead Director, Service Operations

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 Set the vision, operating model, and strategic priorities for service operations, aligning execution to business goals, service expectations, and regulatory requirements. Lead large, multi-layered teams and develop leadership capability through clear goals, coaching, performance management, succession planning, and talent development. Drive operational performance through KPI governance, business reviews, trend analysis, root‑cause resolution, and continuous improvement initiatives. Oversee service delivery processes, staffing models, workflows, controls, and escalation paths to improve quality, productivity, timeliness, and customer outcomes. Partner cross-functionally with business leaders, technology, compliance, finance, quality, and other support functions to implement scalable solutions and manage change effectively. Serve as a key operations leader for Medicaid, building and maintaining effective relationships with state Medicaid agencies and external partners to support program execution, issue resolution, regulatory alignment, and service performance. Demonstrate strong understanding of Medicare and Medicaid for dual‑eligible populations, including the operational, regulatory, and service implications of coordinating benefits and member experience across both programs. Identify operational risks, gaps, and dependencies; create mitigation plans and lead issue resolution to protect service levels, member or customer experience, and business continuity. Manage budgets, resource planning, and vendor or partner relationships to ensure effective delivery, cost discipline, and accountability. Translate complex operational data into executive‑ready insights, recommendations, and action plans. Champion a culture of accountability, collaboration, inclusion, and continuous improvement across the organization. Required Qualifications Significant progressive leadership experience in service operations, business operations, healthcare operations, customer service, shared services, or a related environment. Experience leading managers and large teams in a complex, matrixed organization. Demonstrated success improving operational performance through data, process redesign, and disciplined execution. Strong executive communication, stakeholder management, and change leadership skills. Experience managing cross‑functional programs, risk, compliance, and vendor or partner relationships. Preferred Qualifications Medicare and/or Medicaid experience Education Bachelor’s degree or equivalent experience in business, operations, healthcare administration, or a related field. Pay Range The typical pay range for this role is: $100,000.00 - $231,540.00 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 at We anticipate the application window for this opening will close on: 06/27/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran — committed to diversity in the workplace. #J-18808-Ljbffr CVS Health