Lead Director, Workforce Management – Back Office Operations

CVS Health

Lead Director managing Workforce Management strategy for back office operations in healthcare. Designing and executing operating models and analytics for multiple functions.

Posted 5/5/2026full-timeConnecticut, Florida, North Carolina • 🇺🇸 United StatesSeniorLead💰 $100,000 - $231,540 per yearWebsite

About the role

Key responsibilities & impact

Lead the definition and execution of workforce management strategy for back‑office service operations, adapting WFM principles (forecasting, capacity planning, work allocation, productivity management) to non‑queue‑based environments.
Identify priority functions for WFM deployment and build roadmaps for progressive capability adoption, balancing near‑term performance improvement with long‑term operating model maturity.
Translate enterprise workforce strategy into function‑specific models that reflect differences in work type, variability, regulatory constraints, and skill mix.
Establish demand forecasting and capacity planning methodologies for back‑office workflows (inventory‑based, case‑based, and project‑driven work).
Implement work‑in‑process, aging, and SLA‑driven management disciplines to improve throughput, predictability, and service outcomes.
Partner with operations leaders to define productivity standards, staffing assumptions, and performance thresholds appropriate to each function.
Design a scalable governance framework for back‑office workforce management, including planning cadences, escalation paths, performance reviews, and executive reporting.
Balance enterprise standardization with functional flexibility, ensuring local operational needs are met while driving consistency in metrics, tooling, and decision‑making.
Serve as a key influencer in adoption, helping operations leaders embed WFM disciplines into daily management routines.
Partner with technology and analytics teams to extend or adapt WFM and workflow tools (e.g., work distribution, capacity modeling, analytics platforms) for back‑office use cases.
Leverage data to generate actionable insights on volume drivers, productivity, staffing efficiency, backlog risk, and service performance.
Champion use of analytics, automation, and workflow orchestration to improve visibility and reduce manual effort over time.
Build, lead, and develop a team of workforce management leaders and analysts dedicated to back‑office operations.
Act as a trusted advisor to senior operations leaders, supporting staffing decisions, vendor strategies, and transformation initiatives.
Collaborate closely with Finance, HR, and Vendor Management to align workforce plans with budgets, labor strategies, and sourcing models.

Requirements

What you’ll need

10+ years of progressive leadership experience in workforce management, operations strategy, analytics, or service operations, with demonstrated exposure to back‑office or claims‑based environments in the healthcare industry preferred
Proven experience designing or scaling capacity planning, productivity, or service‑level frameworks beyond traditional call center models.
Experience with WFM tools (Aspect, NICE, UKG, etc).
Experience operating in large, matrixed organizations with multiple lines of business and varying operational maturity.
Strong strategic and analytical skills with the ability to translate complex operational data into clear leadership recommendations.
Demonstrated success leading change through influence, particularly in environments without direct authority.
Executive‑ready communication skills and comfort presenting to VP and SVP‑level stakeholders.

Benefits

Comp & perks

medical, dental, and vision coverage
paid time off
retirement savings options
wellness programs
other resources, based on eligibility

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementcapacity planningdemand forecastingproductivity managementanalyticsworkflow orchestrationservice-level frameworksdata analysisperformance managementchange management

Soft Skills

leadershipstrategic thinkinganalytical skillsinfluencecommunicationcollaborationteam developmentproblem-solvingadaptabilityexecutive presentation