Executive Director, HR Service Management Lead

CVS Health

HR Service Management Lead responsible for high-performing HR Services Delivery overseeing solutions. Establishing best practices, managing capacity, routing across support channels, and enhancing business results with technology.

Posted 6/4/2026full-timeHartford • Connecticut, Rhode Island • 🇺🇸 United StatesSenior💰 $131,500 - $303,195 per yearWebsite

About the role

Key responsibilities & impact

Running HR Solutions Delivery as a high-performing, data-driven service organization
Establishing and implementing best practices within the HR organization, including service performance, reporting, analytics, enabling technology, quality
Overseeing end-to-end delivery of HR solutions and services across tiered support, self-service, and COE channels
Managing service demand, capacity, and routing across channels
Identifying opportunities for HR Solutions Delivery to deliver value-added services to enhance business results using enabling technology

Requirements

What you’ll need

8+ years of progressive experience in HR operations, HR shared services, service management, or HR analytics roles
Demonstrated track record of designing and running service performance frameworks (SLAs/KPIs) and delivering executive-level reporting
Hands-on experience with HR case management / service delivery tools and HCM platforms
Strong experience with BI/analytics tooling and building dashboards that drive decisions
Bachelor’s degree in Human Resources, Business Administration, Analytics, Information Systems, or related field (required)

Benefits

Comp & perks

Medical, dental, and vision coverage
Paid time off
Retirement savings options
Wellness programs
Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

HR operationsHR shared servicesservice managementHR analyticsservice performance frameworksSLAsKPIsBI toolsanalytics toolingdashboard building

Soft Skills

data-driven decision makingservice performance improvementcommunicationleadershiporganizational skills