Job Information
CVS Health Lead Director - Service Operations - Strategy and Transformation in Work at Home, Illinois
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.
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:
$0.00 - $0.00
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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
Additional details about available benefits are provided during the application process and on Benefits Moments (https://learn.bswift.com/cvshealth-mainland) .
We anticipate the application window for this opening will close on: 06/30/2026
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran — committed to diversity in the workplace.