Lead Director - Workforce Management Back Office Operations

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About the role

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 Lead Director, Workforce Management – Back Office Operations will lead expansion of workforce management capabilities beyond traditional contact center environments into back‑office, transaction‑based operations across Aetna Service Operations. This role will design and execute the strategy, operating model, and analytics required to forecast, plan, allocate, and optimize work across functions such as Claims Operations, Payment Integrity, Plan Sponsor Services, Provider Operations, Configuration, Testing, among other service areas. Reporting to the Executive Director, Workforce Management, this leader will act as the primary architect and executor of back‑office WFM transformation, partnering closely with Operations, Finance, HR, Technology, and Vendor leaders to introduce scalable planning models, service‑level discipline, and data‑driven capacity management in environments with varying levels of process maturity. Back‑Office Workforce Strategy & Expansion • 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. Capacity Planning, Work Allocation & SLA Management • 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. Operating Model, Governance & Standardization • 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. Analytics, Technology & Enablement • 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. Leadership & Collaboration • 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 init

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