Lead Director - Workforce Planning (IC)

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.This role is fully remote, candidates can live anywhere in the contiguous United StatesWe are seeking a highly experienced and strategically minded Lead Director of Workforce Planning to lead the development, implementation, and optimization of our WFM technology ecosystem. This individual will be responsible for driving end to end ownership of workforce systems, tools and platforms to enable effective forecasting, scheduling and labor management across Aetna clinical solutions.The ideal candidate brings a unique blend of technical expertise, business acumen and leadership skills to deliver technology solutions that improve operational efficiency, user experience and financial outcomes.Leads department by providing strategic leadership and overseeing resource planning functions. Develops and implements resource planning strategies, manages a team of resource planning professionals, collaborates with senior stakeholders to align resource plans with organizational goals, and ensures effective resource allocation and optimization. Drives process improvements, monitors resource performance, and provides guidance to the team to achieve efficient resource utilization and meet business objectives.What you will do:Establishes workforce management strategies that leverage patient volume, acuity, and other relevant factors to consistently meet scheduling needs.

Develops a methodology to more effectively allocate employees to different shifts, considering factors such as skills, availability, workload, and compliance with labor regulations.

Defines programs and processes that monitor and track real-time adherence to schedules and promptly address any deviations or issues.

Designs key performance indicators (KPIs) to provide insight into organizational schedule adherence, attendance, absenteeism, and productivity rates.

Develops a team responsible for monitoring real-time data on patient volume, staffing needs, and other operational factors, making necessary adjustments to account for scope changes.

Oversees the planning of initiatives that aim to streamline scheduling practices, reduce costs, and improve the overall utilization of resources.

Establishes policies to ensure adherence to labor laws, union agreements, and other relevant workforce scheduling and real-time adherence regulations.

• Bachelor's degree in Business, Operations, Engineering, Technology, Analytics, or significant related experience; 10+ years in a WFM System Administrator Position.
• 5+ years of experience in large-scale workforce, operations, or business optimization roles, ideally in regulated or SLA-driven industries (e.g., healthcare, retail, insurance, logistics, financial services).
• Demonstrated success in developing and executing enterprise workforce strategies, aligning labor management with corporate goals.
• Strong financial acumen, with a proven track record of building data driven actionable insights
• Exceptional communication skills with the ability to collaborate with peers, team leadership and operational stakeholders.
• Proven ability to design and lead an analytics team that produces shift models, manage non-phone-based workloads, and support operational performance under compliance constraints.

• Experience working with cross-functional and geographically distributed teams in a healthcare or payer setting.

• Familiarity with workforce management systems such as UKG/Kronos, Verint, or scheduling/forecasting platforms.
• Experience working in large, complex organizations with multi-location or multi-shift operations.
• Proven ability to build high-performing leadership teams and foster talent development.

• Bachelor's degree in Business, Operations, Industrial Engineering, Analytics, or significant related experience e.g., 10+ years acting as a WFM System Administrator.

• 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.