AVP, HR Enterprise Process and Quality Lead

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.

Position Summary

The HR Enterprise Process and Quality Lead is a strategic, cross-functional role responsible for designing, governing, and continuously improving the end-to-end HR solutions delivery processes that power the colleague experience across CVS Health. This role serves as the owner of HR solutions delivery process architecture, quality assurance, and operational excellence.

This role will also be responsible for AI enablement and operational governance, spanning AI-enabled process architecture, continuous improvement, work and capability transition, intake for new work, vendor and outsourcing governance, and HR knowledge management. A key focus will be evaluating where AI and automation add value and driving measurable improvements to the colleague experience.

Responsibilities

End-to-End AI-Enabled Process Architecture

• Define the strategy and approach for HR process architecture aligned with CVSH objectives; ensure processes are designed end-to-end rather than in functional silos

• Partner closely with the HR Strategy & Transformation team and applicable business strategy teams to translate enterprise HR strategy and transformation priorities into concrete process architecture, AI enablement, and delivery roadmaps

• Serve as the process architecture lead on HR transformation programs — shaping target operating models, future-state process designs, and AI/automation blueprints that underpin strategic change

• Proactively identify areas for improvement and innovation within HR functions; identify, evaluate, and embed AI, automation, and agentic workflow opportunities across HR processes in partnership with the business, IT, and COE leaders

• Lead process and AI workstreams on transformations (HCM, service model changes, M&A), connecting strategy to execution end-to-end in partnership with the HR Product Experience Lead and applicable product owners

• Evaluate and recommend how HR capabilities and services should be delivered by leading buy, build, or automate analyses, and determine where outsourcing or strategic partnerships are appropriate; Guide process redesign to align with the selected delivery model

• Lead the execution of a harmonized strategy for end-to-end processes including associated policies and technologies (i.e., Workday/ServiceNow/AI)

• Identify necessary resources (people, capital, AI tools); assess opportunities against business objectives and determine creative means to implement new and innovative technical and process-based solutions

• Be accountable for and drive process transformation; make key decisions related to the process, including target setting, process performance management, and financial management with a focus on reducing process costs, increasing efficiency through AI or automation, and maximizing investment returns

• Serve as the authoritative voice on how HR processes should operate enterprise-wide, balancing standardization with legitimate local or business-unit variation

Continuous Improvement Work & Capability

• Build, own, and deliver the enterprise HR continuous improvement (CI) roadmap, prioritized against business value, risk, and colleague experience impact

• Lead Lean, Six Sigma, and design-thinking initiatives to reduce cycle times, eliminate defects and rework, and improve service quality

• Build HR's internal CI capability, coaching HRBPs, COEs, and HR Solutions Delivery teams on problem-solving, process discipline, and root-cause analysis

• Establish a culture of continuous improvement at all levels of the organization

Work & Capability Transition

• Lead work transition playbooks covering process documentation, knowledge transfer, training, staffing, technology readiness, and go-live support

• Partner with HRBPs, COEs, HR Solutions Delivery, and DDAT/IT to ensure new work is absorbed without degrading quality, SLAs, or colleague experience

• Define and track transition readiness criteria, ensuring each transition has clear accountability, milestones, and risk mitigation plans

• Provide regular reporting on transition health, progress against milestones, and post-transition stabilization to HR leadership