Lead Director - Service Operations - Strategy and Transformation

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. Company: Oak Street Health Title: Lead Director - Service Operations - Strategy and Transformation Location: Remote Role Description: The Lead Director, Service Operations Strategy & Transformation will lead technology-driven process improvements across key Service Operations teams, including Patient Services, Pharmacy Tech, Triage Nurse, Referrals, and Medical Records. This role focuses on driving efficiency and enhancing patient experience through technology adoption and operational transformation. Partnering closely with Product, IT, Clinical Informatics, and Service Ops leadership, the Lead Director will design and implement solutions that deliver measurable impact. This position reports to the Executive Director, Service Operations. Core Responsibilities: Lead large-scale operational and technology transformation initiatives, driving efficiency and process improvements across healthcare operations. Own end-to-end solution design and implementation, including identifying business problems, selecting enabling technologies, and ensuring successful deployment. Manage cross-functional projects that integrate operations and technology, collaborating with internal teams and external partners to achieve strategic goals. Drive change management for major organizational shifts, ensuring adoption of new processes and technologies across large teams and complex environments. Provide strategic consulting and thought leadership, leveraging healthcare operations expertise to influence decisions and deliver measurable impact. What we’re looking for: Required Qualifications: 10 years of leadership experience in shared services or healthcare operations Proven track record in cultural and operational transformation, including structured change management (stakeholder alignment, training, communications, outcome measurement) Successful leadership of vendor selection and large-scale technology deployments (impacting 100 FTEs) Demonstrated ability to automate high-volume administrative processes Strong understanding of enabling technologies for service operations (automation, AI, self-service, agent assist) Exceptional strategic thinking, project management, and executive communication skills Highly collaborative, analytical, and adaptable in a fast-paced environment Self-starter with strong initiative, follow-through, and problem-solving capability Travel - up to 20% U.S. work authorization. Someone who embodies being “Oaky” Preferred Qualifications: Strong healthcare operations background Consulting experience with strategic and operational initiatives Proven ability to lead operations and technology projects Technical background (preferred but not required) Experience leading technology implementation end-to-end Demonstrated success in implementing major change for large-scale operations Ability to own problem-solving, including identifying issues, designing solutions, selecting appropriate technology, and driving implementation Education: Bachelor’s degree or equivalent experience. What does being “Oaky” look like? Radiating positive energy Assuming good intentions Creating an unmatched patient experience Driving clinical excellence Taking ownership and delivering results Being relentlessly determined Why Oak Street Health? Oak Street Health is on a mission to “Rebuild healthcare as it should be,” providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient’s communities, and focused on the quality of care over volume of services. We’re an organization on the move! With over 200 primary care center locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody “Oaky” values and passion for our mission. Oak Street Health Benefits: Mission-focused career impacting change and measurably improving health outcomes for medicare patients Paid vacation, sick time, and investment/retirement 401K match options Health insurance, vision, and dental benefits Opportunities for leadership development and continuing education stipends New centers and flexible work environments Opportunities for high levels of responsibility and rapid advancement Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply. Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health 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: 01/21/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.

Salary : $100,000 - $231,540