Executive Director, Operations - Mental Well-being

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Position Summary

At Aetna, our health benefits business, we are committed to helping our members achieve their best health in an affordable, convenient, and comprehensive manner. Combining the assets of our health insurance products and services with CVS Health's unrivaled presence in local communities and their pharmacy benefits management capabilities, we're joining members on their path to better health and transforming the health care landscape in new and exciting ways every day.Aetna is recruiting for an Executive Director of Operations who provides strategic leadership oversight of Behavioral Health and Resources For Living 24/7 member services operations including clinical and non-clinical functions.You'll make an impact by:

• Managing operations to performance metrics and member experience expectations.
• Managing to performance guarantees.
• Leading Others:
  • Leading colleagues across the country to support member experience for Mental Well-being.
  • Building a high performing team to deliver consistently high results meeting metrics and customer expectations.
  • Developing talent in a way that supports each colleague performing at their best.
  • Developing succession plans that ensure a pipeline of talent for the future.
  • Creating a highly engaging work environment that empowers colleagues to excel for the members.
  • Helping colleagues connect what they do (day in, day out) with our Enterprise purpose.
• Setting Direction:
  • Developing lowest cost models to serve strategy objectives.
  • Providing input into the technology roadmap (what infrastructure or innovation is needed to best support our long-term operations and service objectives).
  • Developing best-in-class service strategy for plan sponsors and members across 2 product lines (Behavioral Health and Resources For Living).
  • Setting realistic, yet aggressive KPI measurements that generate productivity and efficiency standards.
• Ensuring Outcomes:
  • Creating an accountable organization responsible for delivering on the G&A budget.
  • Ensuring accurate and timely execution of all functions.
  • Achieving quality results that meet all regulatory and client requirements.
  • Driving process and productivity improvements to achieve lowest cost to serve objectives.
  • Driving Colleague engagement results.
  • Implementing best practices that drive continuous improvement for consistent and reliable results.
• Partners Across Boundaries:
  • Working collaboratively with business partners across Mental Well-being business, Behavioral Health Clinical Ops and Aetna MSO.
  • Develop strategies to reduce costs while improving outcomes.
  • Driving process innovations that position CVS Health to become the industry-leader.
  • Aligning with regulatory teams to help assess the impacts of new or changing regulations.
  • Supporting Sales and Account Management teams to successfully execute on and sell new and existing clients.
• Supporting CVS Health in attracting, retaining, and engaging a diverse and inclusive consumer-centric workforce that delivers on our purpose and reflects the communities in which we work, live, and serve.

• 10+ years of experience in an operations executive role with proven leadership performance.
• Demonstrated track record highlighting leadership skills, ability, and willingness to plan and achieve colleague success.
• Ability to work autonomously with little direction, setting priorities and taking necessary actions to identify, contain, and remediate any potential issues; highly motivated and internally drive.
• Ability to effectively oversee transactional workflows to ensure all performance service levels are achieved.
• Project management experience across multiple business units.
• Ability to think both strategically and tactically, and a willingness to challenge the status quo to help the organization reach higher levels of performance.
• Ability to work effectively across functions and services, promoting collaboration and teamwork in pursuit of successful outcomes.
• Strong business acumen - must be able to analyze trends and develop business justification for improvement projects.
• Highly organized with the ability to manage multiple and often competing priorities.
• Experience or familiarity with member services operations and various operational support systems, i.e. call center, workforce planning, budgeting, etc.
• Strong interpersonal and team building skills, with the ability to gain the trust and confidence of internal partners and clients; comfortable working one on one with all levels, from senior management (C-level, SVP, VP) through functional level employees.
• Must possess a creative and entrepreneurial spirit and the courage to drive change in the organization.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.