Director, Aetna Service Operations Execution & Transformation

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.

The Director, Strategic Execution & Transformation is a key leadership role within the Service Operations Executive Management Office (EMO), reporting to the Executive Director, Chief of Staff. The EMO serves as the strategic support function for Aetna Service Operations, enabling execution of leadership priorities, operational excellence, organizational effectiveness, and transformation across the organization.

The Executive Management Office is intentionally structured around three complementary mandates: running the business through operational governance and performance management; changing the business through strategic execution and transformation; and carrying the culture through colleague engagement, communications, and change leadership.

This role leads the transformation agenda for Aetna Service Operations. The Director is responsible for identifying, shaping, and driving strategic initiatives that improve the member experience while advancing operational performance, efficiency, and business outcomes. Starting with a deep understanding of member needs, expectations, and service pain points, this leader will partner across operations, digital, technology, product, clinical, and support functions to develop and execute solutions that create a simpler, more connected, and more personalized experience for Aetna members.

As a trusted advisor to the Chief of Staff and Service Operations leadership team, the Director will help define future-state service strategies and translate them into actionable plans, governance structures, and measurable outcomes. This role is responsible for driving high-impact initiatives from concept through implementation, ensuring priorities remain aligned to strategic objectives and deliver meaningful value to members, colleagues, and the business.

Success in this role requires the ability to connect strategy with execution, leverage data and insights to inform decisions, influence stakeholders across a highly matrixed environment, and drive change without direct authority. The ideal candidate is energized by solving complex operational challenges, modernizing service delivery, and creating transformational experiences that improve how members interact with Aetna throughout their healthcare journey.

• →Lead strategic initiatives that enhance the end-to-end member experience across Aetna Service Operations.
• →Identify opportunities to simplify processes, eliminate friction, and improve service outcomes through operational transformation.
• →Partner with Service Operations leaders to define and execute strategic priorities aligned with the future-state service vision and operating model.
• →Translate member insights, operational performance data, and business objectives into actionable transformation roadmaps and execution plans.
• →Serve as a strategic advisor to the Chief of Staff and Service Operations leadership team by providing recommendations, analyses, and executive decision support.
• →Facilitate executive governance forums, leadership reviews, and decision-making processes that advance strategic priorities.
• →Drive cross-functional alignment across operations, digital, technology, product, clinical, finance, compliance, and other key stakeholder groups.
• →Develop executive-level communications, presentations, business cases, and recommendations for senior leadership audiences.
• →Monitor progress against transformation objectives, identify risks and dependencies, and recommend actions to ensure successful delivery and adoption.
• →Champion innovation, automation, AI-enabled capabilities, and operational excellence practices that improve both member and colleague experiences.
• →Support development and execution of long-term strategies that position Service Operations to meet evolving member expectations and business needs.

• 10+ years of experience in strategy, operations, transformation, program management, consulting, customer experience, or business performance leadership.
• Proven success leading large-scale, cross-functional initiatives in highly matrixed organizations.
• Demonstrated ability to translate strategy into actionable plans and measurable business outcomes.
• Track record of leading complex initiatives from concept through implementation and adoption.
• Experience influencing stakeholders and driving results without direct authority.
• Exceptional executive communication and presentation skills, including experience presenting to senior leadership teams.
• Strong analytical, problem-solving, organizational, and decision-making capabilities.
• Ability to navigate ambiguity, balance competing priorities, and execute effectively in a fast-paced environment.

• Experience within a Chief of Staff office, Executive Management Office, Strategy Office, Transformation Office, or similar executive support function.
• Experience leading customer, consumer, member, or client experience transformation initiatives.
• Proven ability to translate customer insights into operational improvements and measurable business outcomes.
• Experience redesigning service models, operating models, customer journeys, or service delivery processes.
• Experience scaling automation, digital solutions, and AI-enabled capabilities to improve service delivery and operational performance.
• Strong understanding of operational transformation, customer experience strategy, organizational effectiveness, and change leadership.
• Healthcare, insurance, financial services, retail, hospitality, or other customer-centric industries where service experience is a key differentiator.
• Consulting experience or experience leading enterprise-scale strategic initiatives within a large organization.

We welcome candidates from healthcare, consulting, technology, financial services, retail, hospitality, and other service-oriented industries. The most successful candidates will bring strong strategic thinking, executive presence, operational curiosity, and a passion for improving customer experiences through transformational change.

• Bachelor's degree or equivalent combination of education and experience required.
• Master's degree in Business Administration, Healthcare Administration, Organizational Leadership, or a related field preferred.

This role offers a unique opportunity to help shape the future of Aetna Service Operations. By starting with the member experience and working backward to transform processes, technology, and ways of working, the Director will play a critical role in creating simpler, more effective, and more human-centered service experiences while delivering measurable business results.

The typical pay range for this role is: