Executive Director – Operations – Mental Well-being

Executive Director – Operations – Mental Well-being

Requirements

• 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.

Responsibilities

• Managing operations to performance metrics and member experience expectations.
• Managing to performance guarantees.
• 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.
• 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.
• 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.
• 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.

Preferred Qualifications

No preferred qualifications provided.