Lead Director, Project Program Management (Service Operations, Commercial)

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 Directs Commercial Enterprise Release Support organization processes and leads team to execute internal projects from initiation through completion. Collaborates cross-functionally to secure required resources and uses formal processes and tools to manage resources, budgets, risks and changes. Assesses roadblocks to ensure on-time completion according to specifications and within budgeted costs. Business Project Program Management & Advisory Support Directs the teams in planning, development, and execution of cross-functional projects by applying project and change management expertise to ensure organizational readiness. Leads and manages the team's engagement in delivering projects and programs from ideation to completion, ensuring accurate delivery on time, within budget, and according to the defined scope. Collaborates with senior management to develop strategic plans and objectives for projects and programs Advises leadership and partners on business issues, emerging risks, operational trends, and opportunities for growth or efficiency. Translates business objectives into actionable recommendations, supported by data, analysis, and scenario planning. Partners with leaders across the enterprise aligning strategic priorities and ensuring initiatives reflect both operational realities and long-term business goals. Identifies project stakeholders, establishes effective communication channels and manages expectations. Prepares and presents project progress reports to stakeholders and senior management. Identifies areas for improvement in project and program management processes. Monitors costs throughout the project lifecycle and ensures adherence to financial constraints. Cross Functional Influence & Relationship Management Builds strong partnerships with cross functional teams to include business, finance, procurement, analytics, reporting, legal, compliance, etc. Provides decision support by synthesizing inputs from multiple stakeholders into clear options, implications, and recommendations. Operational Readiness & Coordination Drives operational alignment for new and existing initiatives and projects, guiding team to ensure requirements are fully defined, documented, and communicated. Coordinates escalated production issue resolution to ensure production configuration changes are deployed timely and accurately. Develops mitigation strategies to minimize potential negative impacts while regularly monitoring risks and implementing contingency plans when necessary. Maintains oversight of initiative and project progress, identifying barriers and orchestrating resolution through influence and cross functional engagement. Day-to-Day Problem Solving, Agility & Continuous Improvement Provides daily support and strategic consultation to the leadership and project teams. Provides leadership and guidance to project and program teams by assigning responsibilities, setting performance expectations, and motivating team members to achieve project objectives. Guides and leads structured problem-solving efforts across the team by applying root cause analysis and designing pragmatic, scalable solutions. Identifies gaps in processes, reporting, and communication; implement improvements to increase transparency, velocity, and operational discipline. Supports change adoption by ensuring key partners are informed, aligned, and equipped to execute responsibilities. Implements best practices, lessons learned, and industry standards to enhance efficiency and effectiveness. Encourages agility, flexibility, and bias towards execution in an environment where priorities shift and urgent needs arise. Required Qualifications 10+ years of ACAS experience Adept at execution and delivery (planning, delivering, and supporting) skills Adept at business intelligence Demonstrated collaboration and teamwork Strong organization skills Demonstrated ability to manage multiple functions efficiently Mastery problem solving and decision-making skills Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes Mastery of growth mindset (agility and developing yourself and others) skills Preferred Qualifications Claim healthcare experience preferred Experience presenting to Senior Leadership Working closely with our DDAT team Proven leadership skills managing high performance teams Education Bachelor's degree preferred or equivalent ACAS work experience We support a hybrid work environment. If selected and you live near a suitable work location, you may be expected to comply with the hybrid work policy. Under the policy, all hires for in-scope populations should be placed into a hybrid or office-based location, working onsite three days a week. Aetna Service Operations office/hub locations will be discussed with the selected candidate 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 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. We anticipate the application window for this opening will close on: 05/16/2026 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.