Lead Director – Service Operations – Digital Transformation

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Enhance efficiency and elevate patient experience across central Service Operations teams by leveraging technology.

• The primary focus of this role is on the adoption of technology and the transformation of processes within five Service Operations teams: Patient Service contact center, Pharmacy Technician contact center, Triage Nurse contact center, Referrals processing, and Medical records requests.

• Improve existing technology tools (e.g., Oak Street’s EHR, telephony) to achieve measurable performance enhancements.

• Identify and implement new technologies, create business cases, oversee vendor selection processes, and lead the implementation efforts.

• Propel process automation through robotic process automation and AI-driven solutions.

• Spearhead structured change management initiatives to guarantee technology adoption, encompassing communication, training, stakeholder engagement, and feedback assessment.

• Define the technology strategy for Service Operations in collaboration with CVS leadership, ensuring alignment with enterprise priorities while preventing overlap with Business Operations Strategy scope.

• Take ownership of build/buy and vendor selection decisions for Service Operations technologies, working in tandem with enterprise stakeholders as needed.

• Develop scalable processes to facilitate the growth and expansion of Service Operations.

• Manage a prioritized pipeline of technology initiatives and distribute resources to high-impact projects.

• Cultivate strong relationships with Service Operations leaders and support partners (such as training, workforce management, analytics, etc.).

⛳️ Requirements

• Over 10 years of experience in shared services (contact center or back office) or healthcare operations leadership.

• Proven track record in leading cultural and operational transformation within large operational teams, which includes structured change management (stakeholder alignment, training, communications, outcome measurement).

• Successful management of vendor selection and large-scale technology implementations (impacting more than 100 FTEs), particularly for workflow automation tools and customer self-service solutions like chatbots or voice agents.

• Demonstrated proficiency in automating high-volume administrative processes such as appointment scheduling or insurance processing.

• Strong comprehension of enabling technologies for service operations (automation, AI, self-service, agent assist).

• Commitment to Patient Service Principles: Exhibits a strong emphasis on people by prioritizing patients and colleagues, acting with empathy, and promoting an inclusive and engaging environment.

• Excellent strategic thinking, project management, and executive communication abilities.

• Collaborative, analytical, and adaptable in a dynamic environment.

• Bachelor’s degree or equivalent experience.

• A self-starter with a high level of motivation, initiative, and follow-through.

• Dedication to the company vision.

• A flexible and positive demeanor.

• A high degree of integrity.

• Willingness to travel up to 20% within the U.S. and possess work authorization.

🏝️ Benefits

• A mission-driven career that makes a difference and significantly enhances health outcomes for Medicare patients.

• Paid vacation, sick leave, and investment/retirement 401K matching options.

• Comprehensive health insurance, vision, and dental benefits.

• Opportunities for leadership development and continuing education stipends.

• New centers and adaptable work environments.

• Opportunities for substantial responsibility and rapid career advancement.