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At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Job Description

The **Lead Director, HR Operational Excellence and Portfolio Management** provides strategic direction and ownership of HR Shared Services processes, policies, metrics, and digital enablement. This role serves as the global process owner, ensuring alignment, standardization, and optimization across multiple HR functions. In addition, the role leads the integration of people analytics, data governance, and vendor/internal reporting to create a unified, trusted dashboard of HR performance metrics.

The Lead Director also owns the HR Shared Services technology roadmap, including ServiceNow HRSD, AI/automation initiatives, and data-driven workforce tools. This position drives transformation efforts to elevate the HR employee experience, ensure data accuracy, and strengthen HR’s ability to deliver actionable insights to business leaders.

Major Responsibilities

+ **HR Operational Excellence**

+ Serve as the process owner for HR Service center, ensuring standardization, scalability, and continuous improvement across regions and functions.

+ Align end-to-end processes with enterprise goals, HR Business Partner needs, and employee experience priorities.

+ Lead cross-functional process design and harmonization workshops to identify and eliminate inefficiencies.

+ Champion continuous improvement.

+ Standardize governance and service delivery.

+ **Policy Governance & Compliance**

+ Provide oversight and ownership of HR Shared Services policies, ensuring they remain current, consistent, and aligned with enterprise standards.

+ Maintain a centralized library of HRSS policies to enable easy access, transparency, and accountability.

+ Partner with Legal, Compliance, and HR leadership to ensure policies meet regulatory, risk, and ethical requirements.

+ Establish a structured review cadence to sustain policy relevance as business needs and regulations evolve.

+ **Metrics, Analytics & Data Governance**

+ Own the alignment of HR Shared Services metrics, consolidating reporting from vendors, internal teams, and systems into a single source of truth dashboard.

+ Establish and enforce HR data governance standards, ensuring accuracy, consistency, and compliance.

+ Partner with People Analytics teams to define key KPIs, including employee experience, productivity, service quality, and cost optimization.

+ Deliver insights to senior leaders to inform strategy, workforce planning, and decision-making.

+ **Technology Roadmap & Digital Enablement**

+ Own the HRSS technology roadmap, including ServiceNow HRSD, AI/automation solutions, RPA, and predictive analytics tools.

+ Drive implementation of AI-powered capabilities (e.g., knowledge bots, case routing, predictive employee insights) to enhance HR service delivery.

+ Partner with IT and vendors to ensure technology investments align with business priorities and deliver measurable ROI.

+ Monitor and evaluate emerging technologies and best practices to keep CVS at the forefront of digital HR transformation.

+ **Leadership & Change Management**

+ Provide leadership and coaching to HRSS teams, vendors, and cross-functional stakeholders driving process, policy, and technology initiatives.

+ Lead change management and adoption strategies to ensure smooth implementation of new processes, policies, analytics platforms, and technology solutions.

+ Foster a culture of continuous improvement, innovation, and accountability across HR Shared Services.

+ **HR Portfolio Management:**

+ Oversee an integrated portfolio of HR transformation and technology initiatives.

+ Partner with HR leaders to prioritize and allocate resources.

+ Monitor project delivery, risks, and value realization.

+ Maintain governance frameworks and standards.

+ Lead annual planning and investment prioritization.

+ Track and report initiative progress.

+ Support M&A HR workstreams and integration.

+ Review post-implementation results and ROI.

+ Manage portfolio budget and ensure financial discipline.

Qualifications

+ BS/BA required; MS/MBA in Business, HR, Analytics, or Technology preferred.

+ Minimum 10 years of experience in HR Operations, Shared Services, or Digital Transformation leadership.

+ Proven track record in process ownership, HR technology roadmap execution, and large-scale transformation.

+ Strong expertise in HR systems (Workday, ServiceNow HRSD, SuccessFactors, Oracle, etc.) and vendor management.

+ Experience in people analytics, data governance, and policy oversight.

+ Accredited Lean Six Sigma Black Belt, PMP, or equivalent certification preferred.

+ Excellent communication and influencing skills with demonstrated ability to lead cross-functional teams.

+ Strong financial and analytical acumen with ability to link HR outcomes to business results.

Pay Range

The 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.

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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** .

+ **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

+ **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 12/06/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.