Executive Director of ACS Workforce Planning

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.Key ResponsibilitiesWorkforce Planning & Shift Design

• 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.

Compliance-Driven Staffing Oversight

• 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.

Technology Implementation & Optimization

• 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.

KPI Monitoring & Performance Management

• 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.

Leadership & Cross-Functional Collaboration

• 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.

Location: RemoteRequired Qualifications

• 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

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.Key ResponsibilitiesWorkforce Planning & Shift Design

• 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.

Compliance-Driven Staffing Oversight

• 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.

Technology Implementation & Optimization

• 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.

KPI Monitoring & Performance Management

• 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.

Leadership & Cross-Functional Collaboration

• 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.

Location: RemoteRequired Qualifications

• 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

Pay Range

The typical pay range for this role is:

$131, $303,195.00

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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• 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.

For more information, visit 

We anticipate the application window for this opening will close on: 08/21/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

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