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.)

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

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

Lead Director – Service Operations – Digital Transformation

Key skills