Manager, AI Service Operations Transformation PMO

We're building a world of health around each 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. Position Summary Manager, AI Service Operations Transformation PMO Role Overview At Aetna, a CVS Health company, we are transforming Service Operations through the deployment of AI, automation, and advanced workflow capabilities to drive productivity, improve colleague experience, and deliver better outcomes for members and providers. This role will serve as a central point of orchestration across business, operations, and technology teams to drive execution, rollout, and adoption of AI‑enabled capabilities across the organization. It is not a build or engineering role; rather, this leader ensures AI solutions are effectively adopted and deliver measurable value, connecting business needs with technical delivery and driving outcomes in complex, fast‑moving environments. Key Responsibilities AI Program Execution & Orchestration Lead end-to-end project management for a portfolio of AI and automation initiatives across Service Operations, through deployment and scaling Coordinate across business stakeholders, operations teams, and DDAT to ensure aligned priorities, timelines, and execution plans Manage multiple concurrent initiatives with complex interdependencies, ensuring work progresses with clarity and accountability Identify risks, dependencies, and execution gaps early and drive resolution to maintain delivery momentum Adoption, Change Management & Value Realization Serve as the primary point of accountability for adoption and business readiness for AI Service Operations solutions Partner with operations leaders to ensure workflows, behaviors, and processes evolve alongside new technology Drive structured adoption plans including communications, training, and feedback loops Track and report on value realization and identify actions to close gaps Business-Technology Alignment Translate business needs into clearly defined requirements, use cases, and success metrics for AI-enabled solutions Ensure technology solutions align to real operational workflows and drive intended outcomes Act as a bridge between operations and DDAT, maintaining clear roles and avoiding duplication of responsibilities PMO Discipline & Governance Apply disciplined project management practices across all initiatives, including planning, tracking, reporting, and governance Develop executive-ready updates on program status, risks, and impact What Success Looks Like AI solutions are consistently adopted and embedded into daily workflows Measurable improvements in productivity, quality, and experience across Service Operations Clear visibility into portfolio health, outcomes, and value delivered Strong alignment across business and technology teams, with minimal friction or rework Required Qualifications Experience 5+ years of experience in program/project management, transformation, or PMO roles, preferably in operations-heavy environments Experience managing multiple concurrent, cross-functional initiatives with complex dependencies Exposure to AI, machine learning, automation, or digital transformation initiatives (direct build experience not required) Demonstrated ability to drive adoption and change management, not just delivery Capabilities Strong ability to connect business needs, workflows, and technology solutions Comfortable operating in ambiguity and managing multiple moving parts simultaneously Excellent stakeholder management and ability to influence without direct authority in a matrixed environment Strong problem-solving skills and ability to proactively identify and resolve execution risks Executive-level communication skills with experience creating clear, concise updates Preferred Qualifications Experience in healthcare, payor, or service operations environments Familiarity with contact center operations, claims, or member/provider experience Experience tracking operational KPIs Graduate degree in AI-related field Education Bachelor’s degree or Master’s degree in an AI-related program preferred or equivalent work experience. Anticipated Weekly Hours 40 Time Type Full time Pay Range $54,300.00 – $159,120.00 The typical pay range for this role is: $54,300.00 – $159,120.00. 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. 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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. #J-18808-Ljbffr Hispanic Alliance for Career Enhancement