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Job DescriptionThe Service Excellence organization is responsible for leading the delivery of Aetna quality and compliance efforts, cross-functional reporting, and cultural transformation. The Lead Director, Business Optimization will be a critical leader in Service Excellence, responsible for driving process improvement efforts and business project management. The successful candidate will be able to provide support for strategy development and execution of key Quality priorities, including HEDIS and CAHPS. They will identify and collaborate to implement best practices, lead operational efficiencies and cross-functional communication.Execute the strategy to facilitate and drive a service and continuous improvement culture in the HEDIS organization.Stand up QA processes across HEDIS teams ensuring compliance standardsSupport CAHPS strategy and implement improvement activitiesSupport rate trend tracking and analysis of trends and opportunities Support engagement with local market teamsLead cross-functional projects utilizing AGILE, Waterfall, Process Improvement Operate PMO aligned to strategic goals of business with clearly outlined & agreed upon services meeting needs of business Develop strong Project Managers & structured development plan to reach a high level of effectivenessProvides mentorship, coaching and guidance to the organization on deploying a process excellence mindset that is built on simplistic design, puts the customer/colleague first and brings together teams to create an inclusive and proactive solutionAct as subject matter expert and provides tactical support improvement initiativesPay RangeThe typical pay range for this role is:Minimum: 100,000Maximum: 221,000Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications5+ years of leadership experienceProven management experience in a metrics driven and deadline driven environment.Demonstrated ability to plan, organize, and execute multiple functional business objectives.Advanced skill level with MS Office Programs: Word, Excel, PowerPoint and Outlook.COVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred QualificationsMaster's degreeQuality Management/HEDIS experienceGood business acumen, professional communication skills both written and verbal10+ years of related experience in Project and/or Program ManagementPMP, Six Sigma Black Belt, Agile Scrum Master and/or Kaizen certificationEducationBachelor's degree required or equivalent experienceBusiness OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.