Position SummaryThe Lead Director, Workforce Management - Back Office Operations will lead expansion of workforce management capabilities beyond traditional contact center environments into back-office, transaction-based operations across Aetna Service Operations. This role will design and execute the strategy, operating model, and analytics required to forecast, plan, allocate, and optimize work across functions such as Claims Operations, Payment Integrity, Plan Sponsor Services, Provider Operations, Configuration, Testing, among other service areas.
Reporting to the Executive Director, Workforce Management, this leader will act as the primary architect and executor of back-office WFM transformation, partnering closely with Operations, Finance, HR, Technology, and Vendor leaders to introduce scalable planning models, service-level discipline, and data-driven capacity management in environments with varying levels of process maturity.
Back-Office Workforce Strategy & Expansion- Lead the definition and execution of workforce management strategy for back-office service operations, adapting WFM principles (forecasting, capacity planning, work allocation, productivity management) to non-queue-based environments.
- Identify priority functions for WFM deployment and build roadmaps for progressive capability adoption, balancing near-term performance improvement with long-term operating model maturity.
- Translate enterprise workforce strategy into function-specific models that reflect differences in work type, variability, regulatory constraints, and skill mix.
Capacity Planning, Work Allocation & SLA Management- Establish demand forecasting and capacity planning methodologies for back-office workflows (inventory-based, case-based, and project-driven work).
- Implement work-in-process, aging, and SLA-driven management disciplines to improve throughput, predictability, and service outcomes.
- Partner with operations leaders to define productivity standards, staffing assumptions, and performance thresholds appropriate to each function.
Operating Model, Governance & Standardization- Design a scalable governance framework for back-office workforce management, including planning cadences, escalation paths, performance reviews, and executive reporting.
- Balance enterprise standardization with functional flexibility, ensuring local operational needs are met while driving consistency in metrics, tooling, and decision-making.
- Serve as a key influencer in adoption, helping operations leaders embed WFM disciplines into daily management routines.
Analytics, Technology & Enablement- Partner with technology and analytics teams to extend or adapt WFM and workflow tools (e.g., work distribution, capacity modeling, analytics platforms) for back-office use cases.
- Leverage data to generate actionable insights on volume drivers, productivity, staffing efficiency, backlog risk, and service performance.
- Champion use of analytics, automation, and workflow orchestration to improve visibility and reduce manual effort over time.
Leadership & Collaboration- Build, lead, and develop a team of workforce management leaders and analysts dedicated to back-office operations.
- Act as a trusted advisor to senior operations leaders, supporting staffing decisions, vendor strategies, and transformation initiatives.
- Collaborate closely with Finance, HR, and Vendor Management to align workforce plans with budgets, labor strategies, and sourcing models.
Required Qualifications- 10+ years of progressive leadership experience in workforce management, operations strategy, analytics, or service operations, with demonstrated exposure to back-office or claims-based environments in the healthcare industry preferred
- Proven experience designing or scaling capacity planning, productivity, or service-level frameworks beyond traditional call center models.
- Experience with WFM tools (Aspect, NICE, UKG, etc).
- Experience operating in large, matrixed organizations with multiple lines of business and varying operational maturity.
- Strong strategic and analytical skills with the ability to translate complex operational data into clear leadership recommendations.
- Demonstrated success leading change through influence, particularly in environments without direct authority.
- Executive-ready communication skills and comfort presenting to VP and SVP-level stakeholders.
Preferred QualificationsPlease replace this section with the Preferred Job Qualifications
Education- Bachelor's degree or equivalent experience; advanced degree preferred.
Pay RangeThe typical pay range for this role is:
$100,000.00 - $231,540.00
This 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.
Great benefits for great peopleWe 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.
We anticipate the application window for this opening will close on: 06/07/2026
