Note: The job is a remote job and is open to candidates in USA. CVS Health is committed to building a world of health around every individual and is seeking a Lead Director for Workforce Management in Back Office Operations. This role will be responsible for leading the expansion of workforce management capabilities into back-office operations, designing strategies and analytics for optimizing work across various service areas.
Responsibilities
- 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
- 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
- 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
- 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
- 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
Skills
- 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
- 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
- Bachelor's degree or equivalent experience
- Experience in the healthcare industry preferred
- Advanced degree preferred
Benefits
- Eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above
- Includes an award target in the company’s equity award program
- Eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families
- Benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility
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