Executive Director of ACS Workforce Planning & Optimization

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.The Executive Director of Workforce Planning & Optimization (WPO) is a newly created role responsible for building and leading a high-performing team that supports workforce management across Aetna Clinical Solutions which includes Care Management (CM), Utilization Management (UM), Appeals, and other non-call center functions. The role is hands-on and operational, focused on ensuring compliance-driven work is completed on time and aligned to key performance indicators (KPIs), supported by accurate staffing models, shift coverage, and technology solutions.

• Develop and maintain staffing models, shift schedules, and coverage strategies for case-review-driven work.
• Adapt workforce plans to address seasonality, acuity, backlog, and new program launches.
• Align schedules to support extended hours, weekend coverage, and regulatory turnaround times.

• Ensure staffing coverage meets strict compliance requirements for regulated workloads (e.g., audits, appeals, case reviews).
• Proactively identify SLA risks and implement mitigation strategies.
• Plan for surge staffing during peak demand or regulatory audits.

• Lead evaluation and deployment of workforce management technologies for forecasting, scheduling, and tracking.
• Act as business owner for operational tools; partner with internal teams to ensure successful rollout and adoption.
• Ensure solutions are scalable, flexible, and aligned with operational needs.

• Define and monitor workforce KPIs including backlog, productivity, SLA adherence, and staffing gaps.
• Translate performance insights into staffing and shift adjustments.
• Lead monthly performance reviews and trend analysis with business stakeholders.

• Lead a multidisciplinary WPO team responsible for planning, monitoring, and vendor support.
• Collaborate across operations, quality, finance, and vendor management to align workforce goals.
• Promote talent development and cross-training to enhance operational agility.

• Approximately 10-15 years of experience in workforce or operations planning within a regulated, SLA-driven environment.
• Proven ability to lead teams that manage non-phone-based workloads and support compliance-sensitive operations.
• Strong background in healthcare operations; familiarity with CME regulations is highly valued.
• Experience implementing and optimizing workforce management systems (e.g., UKG/Kronos, Verint).
• Expertise in workforce modeling, resource planning, and real-time operational oversight.
• Skilled in KPI reporting, backlog analysis, and performance-based planning.
• Ability to communicate complex data insights clearly and effectively to leadership and operational teams.
• Experience working in a matrix organization

• Develop and maintain staffing models, shift schedules, and coverage strategies for case-review-driven work.
• Adapt workforce plans to address seasonality, acuity, backlog, and new program launches.
• Align schedules to support extended hours, weekend coverage, and regulatory turnaround times.

• Ensure staffing coverage meets strict compliance requirements for regulated workloads (e.g., audits, appeals, case reviews).
• Proactively identify SLA risks and implement mitigation strategies.
• Plan for surge staffing during peak demand or regulatory audits.

• Lead evaluation and deployment of workforce management technologies for forecasting, scheduling, and tracking.
• Act as business owner for operational tools; partner with internal teams to ensure successful rollout and adoption.
• Ensure solutions are scalable, flexible, and aligned with operational needs.

• Define and monitor workforce KPIs including backlog, productivity, SLA adherence, and staffing gaps.
• Translate performance insights into staffing and shift adjustments.
• Lead monthly performance reviews and trend analysis with business stakeholders.

• Lead a multidisciplinary WPO team responsible for planning, monitoring, and vendor support.
• Collaborate across operations, quality, finance, and vendor management to align workforce goals.
• Promote talent development and cross-training to enhance operational agility.

• Approximately 10-15 years of experience in workforce or operations planning within a regulated, SLA-driven environment.
• Proven ability to lead teams that manage non-phone-based workloads and support compliance-sensitive operations.
• Strong background in healthcare operations; familiarity with CME regulations is highly valued.
• Experience implementing and optimizing workforce management systems (e.g., UKG/Kronos, Verint).
• Expertise in workforce modeling, resource planning, and real-time operational oversight.
• Skilled in KPI reporting, backlog analysis, and performance-based planning.
• Ability to communicate complex data insights clearly and effectively to leadership and operational teams.
• Experience working in a matrix organization

• 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.