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.
Position Summary
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.
Key Responsibilities
Required Qualifications
Preferred Qualifications
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.
Education
Why This Role Matters
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.
Pay Range
The typical pay range for this role is:
$100,000.00 - $231,540.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come. Excellent benefits package, including 401k, tuition, licensure and certification reimbursement. We promote healthy & wellness lifestyles and offer specialty programs here at Aetna. We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence. Together we will empower people to live healthier lives. Benefit eligibility may vary by position. Click here to review the benefits associated with this position. Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities. We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.