Lead Director, Service Ops - Medicare

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.Position Summary

The Lead Director, Commissions and Market Associate Support is responsible for overseeing strategy and day-to-day operations of the Aetna Medicare broker commissions and the Aetna Local Market Associate team. This role ensures that broker compensation is paid accurately and on time, manages escalated issues, and leads to cross-functional collaborations with Sales, Broker Services, IT and Finance. The Lead Director drives operational efficiency, builds and develops high-performing teams, and ensures compliance with enterprise policy and CMS regulations.Key ResponsibilitiesBroker commissions management

• Oversee and ensure the accurate and timely disbursement of broker payments exceeding $1B, upholding a standard of 100% payout precision and compliance.
• Lead and resolve escalations, enrollment fallout, and system discrepancies with urgency and accountability across enterprise platforms.
• Collaborate and drive systemic issue resolution and defect remediation in partnership with IT, Finance, and Enrollment teams, fostering cross-functional alignment and sustainable fixes.
• Build and cultivate trusted relationships with Sales leadership to strategically align broker commission structures with annual sales objectives and market dynamics.

• Lead and empower a multi-regional market associate support team, driving strategic alignment with sales and broker services to enhance broker engagement and business outcomes.
• Design, implement, and champion best-in-class service delivery practices that elevate responsiveness, consistency, and operational excellence.
• Establish, monitor, and optimize performance metrics, workflows, and workload distribution to ensure scalable team efficiency and sustained service quality.

• Lead and support cross-functional projects to standardize processes, automate manual tasks, and embed a culture of continuous improvement across operational workflows.
• Oversee and refine reporting ecosystems, dashboards, and analytics frameworks to surface actionable insights, uncover operational gaps, and inform strategic decisions.
• Collaborate and lead cross-functional efforts on system upgrades and migrations, ensuring downstream data integrity and seamless business continuity.

• Manage and mentor supervisors, analysts, associates, and project managers to develop skills and career growth;
• Build and sustain a positive, people-first culture, with focus on accountability and collaboration;
• Facilitate training, coaching, and succession planning within the team.

• Forge strategic partnerships with Sales, Broker Services, IT, Finance, and Compliance to advance strategic initiatives and drive aligned execution.
• Advocate and represent the interests of broker commissions and Market Associates in high-impact projects and cross-functional forums, ensuring visibility and alignment with organizational priorities.
• Serve as the executive escalation point for complex operational and broker-facing challenges, delivering swift resolution and reinforcing service excellence.

• 8+ years of experience in Medicare broker operations, commissions, or related fields.
• Strong knowledge of CMS regulations, enrollment processes and commission structure.
• Proven ability to lead cross-functional teams and deliver results.
• Demonstrated success in process improvement, system migrations, or large-scale projects.
• Excellent leadership, communication, and critical thinking skills.

• Strategic thinking with ability to translate vision into action.
• Strong analytical and critical thinking skills.
• Collaborative leadership with emphasis on people development.
• Ability to manage ambiguity and drive clarity in complex environments.
• Commitment to operational excellence and customer focus.

• 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.