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Oak Street Health, part of CVS Health · 21 hours ago

Lead Director - Service Operations - Strategy and Transformation

Springfield, IL

Full-time

Hybrid

Director/Executive

$100K/yr - $232K/yr

10+ years exp

Oak Street Health, part of CVS Health, is dedicated to transforming healthcare by providing personalized primary care for older adults on Medicare. The Lead Director of Service Operations will lead technology-driven process improvements across key Service Operations teams, focusing on enhancing patient experience and driving efficiency through operational transformation and collaboration with various teams.

Health CareHealth DiagnosticsHospitalMedicalPrimary and Urgent Care

Responsibilities

Lead large-scale operational and technology transformation initiatives, driving efficiency and process improvements across healthcare operations

Own end-to-end solution design and implementation, including identifying business problems, selecting enabling technologies, and ensuring successful deployment

Manage cross-functional projects that integrate operations and technology, collaborating with internal teams and external partners to achieve strategic goals

Drive change management for major organizational shifts, ensuring adoption of new processes and technologies across large teams and complex environments

Provide strategic consulting and thought leadership, leveraging healthcare operations expertise to influence decisions and deliver measurable impact

Qualification

Cultural transformationChange managementTechnology deploymentLeadership experienceHealthcare operationsProject managementStrategic thinkingProblem-solvingCollaborationAdaptability

Required

10+ years of leadership experience in shared services or healthcare operations

Proven track record in cultural and operational transformation, including structured change management (stakeholder alignment, training, communications, outcome measurement)

Successful leadership of vendor selection and large-scale technology deployments (impacting 100+ FTEs)

Demonstrated ability to automate high-volume administrative processes

Strong understanding of enabling technologies for service operations (automation, AI, self-service, agent assist)

Exceptional strategic thinking, project management, and executive communication skills

Highly collaborative, analytical, and adaptable in a fast-paced environment

Self-starter with strong initiative, follow-through, and problem-solving capability

Travel - up to 20%

U.S. work authorization

Someone who embodies being 'Oaky'

Preferred

Strong healthcare operations background

Consulting experience with strategic and operational initiatives

Proven ability to lead operations and technology projects

Technical background (preferred but not required)

Experience leading technology implementation end-to-end

Demonstrated success in implementing major change for large-scale operations

Ability to own problem-solving, including identifying issues, designing solutions, selecting appropriate technology, and driving implementation

Benefits

Paid vacation, sick time, and investment/retirement 401K match options

Health insurance, vision, and dental benefits

Opportunities for leadership development and continuing education stipends

New centers and flexible work environments

Opportunities for high levels of responsibility and rapid advancement

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.