Executive Director, Service Operations – Medicaid Contact COE

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.

Executive Director, Service Operations – Medicaid Contact Center of Excellence

Aetna is seeking a transformative, enterprise-minded leader to serve as Executive Director, Service Operations – Contact Center of Excellence, with responsibility for leading our Medicaid member contact center. This role will oversee a large 24/7 operation supporting Medicaid members nationwide, with a focus on delivering exceptional member experience, operational excellence, and continuous innovation.

Key Responsibilities
This leader will be responsible for setting the strategic direction and driving performance across a complex, high-volume service organization of 500+ colleagues in a work-from-home environment. They will design and execute a forward-looking service operations strategy aligned to enterprise priorities, the evolving regulatory landscape, and the unique needs of Medicaid populations.

The Executive Director will partner closely with Medicaid Plan CEOs and senior leadership to ensure alignment on service delivery, member experience, and operational outcomes. This role will also work in close collaboration with the Technology Center of Excellence to advance digital capabilities, automation, and AI-driven solutions across the contact center.

Core accountabilities include establishing policies, programs, and operating models that support financial, operational, and service objectives; leading end-to-end service operations processes and ensuring alignment with broader business strategy; and developing data-driven insights, forecasting, and financial plans to optimize performance. The role will oversee large-scale operational initiatives, including transformation efforts, organizational design, and continuous improvement of service delivery.

This leader will drive a culture of accountability, empowerment, engagement, and high performance through strong people leadership, clear communication, and disciplined performance management. Ensuring consistent delivery against service standards, enhancing quality and efficiency, and elevating the overall member experience will be central to success.

Location: Remote or Hybrid

Qualifications

• Approximately 10+ years of progressive leadership experience in service operations or contact center environments

• Prior experience within a large health plan, managed care organization, or payer environment preferred

• Proven success leading large, complex operations, including responsibility for 500+ colleagues across multiple geographies

• Demonstrated experience leading transformation initiatives within contact center or service operations (e.g., workforce optimization, member experience redesign, technology enablement)

• Strong understanding of Government Programs will be  valued

• Experience managing multi-million-dollar budgets with strong operational and financial acumen

• Demonstrated ability to establish and manage KPIs at scale and drive performance outcomes

• Experience partnering with Technology organizations

• Familiarity with modern contact center platforms (e.g., GPS (Guided Personal Service) will be valued

• Passion for leveraging AI and digital capabilities to enhance service delivery and member experience

• Proven change management expertise with the ability to lead through transformation and organizational complexity

• Strong track record of building, leading, and developing high-performing leadership teams

• Demonstrated ability to influence senior leaders and operate effectively in a highly matrixed, enterprise environment

• Executive presence with the ability to communicate clearly and effectively with stakeholders at all levels

• Innovative mindset with a willingness to challenge the status quo and drive continuous improvement

Education:

Bachelors degree or equivalent

Pay Range

The typical pay range for this role is:

$131,500.00 - $303,195.00

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