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Lead Director – Service Operations – Digital Transformation

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Job Description:

  • Drive improvements in efficiency and patient experience across central Service Ops teams through technology enablement
  • Role focus is on technology adoption and process transformation within five Service Operations teams: Patient Service contact center, Pharmacy Technician contact center, Triage Nurse contact center, Referrals processing, and Medical records requests
  • Optimize existing technology tools (e.g., Oak Street’s EHR, telephony) to drive measurable performance improvements
  • Identify and adopt new technologies, develop business cases, run vendor selection processes, and lead implementation
  • Drive process automation through robotic process automation and AI-enabled solutions
  • Lead structured change management initiatives to ensure technology adoption, including communication, training, stakeholder engagement, and feedback measurement
  • Shape Service Ops–wide technology strategy in partnership with CVS leadership, ensuring alignment to enterprise priorities while avoiding duplication of Business Ops Strategy scope
  • Own build/buy and vendor selection decisions for Service Ops technologies, in collaboration with enterprise stakeholders as appropriate
  • Design scalable processes to support Service Ops growth and expansion
  • Manage a pipeline of prioritized technology initiatives and allocate resources to high-impact opportunities
  • Maintain strong relationships with Service Ops leaders and support partners (training, workforce management, analytics, etc.)

Requirements:

  • 10+ years in shared services (contact center or back office) or healthcare operations leadership
  • Proven experience leading cultural and operational transformation within large operational teams, including structured change management (stakeholder alignment, training, communications, outcome measurement)
  • Successful leadership of vendor selection and large-scale technology deployments (affecting >100 FTEs), especially for workflow automation tools and customer self-service tools like chatbots or voice agents
  • Demonstrated ability to automate high-volume administrative processes such as appointment scheduling or insurance processing
  • Strong understanding of enabling technologies for service ops (automation, AI, self-service, agent assist)
  • Commitment to Patient Service Principles: Demonstrates a strong focus on people by prioritizing patients and colleagues, acting with empathy, and fostering an inclusive, engaging environment
  • Strong strategic thinking, project management, and executive communication skills
  • Collaborative, analytical, and adaptable in a fast-paced environment
  • Bachelor’s degree or equivalent experience
  • Self-starter with a high degree of drive, initiative, and follow through
  • Commitment to company vision
  • A flexible and positive attitude
  • High level of integrity
  • Travel - up to 20% U.S. work authorization

Benefits:

  • Mission-focused career impacting change and measurably improving health outcomes for Medicare patients
  • Paid vacation, sick time, and investment/retirement 401K match options
  • Health insurance, vision, and dental benefits
  • Opportunities for leadership development and continuing education stipends
  • New centers and flexible work environments
  • Opportunities for high levels of responsibility and rapid advancement
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