AVP, HR Enterprise Process and Quality Lead

CVS Health

HR Enterprise Process and Quality Lead at CVS Health overseeing end-to-end HR processes and AI enablement initiatives. Driving operational excellence and continuous improvement efforts across HR functions.

Posted 6/4/2026full-timeHartford • Connecticut, Rhode Island • 🇺🇸 United StatesSenior💰 $157,800 - $363,936 per yearWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Define the strategy and approach for HR process architecture aligned with CVSH objectives; ensure processes are designed end-to-end rather than in functional silos
Partner closely with the HR Strategy & Transformation team and applicable business strategy teams to translate enterprise HR strategy and transformation priorities into concrete process architecture, AI enablement, and delivery roadmaps
Serve as the process architecture lead on HR transformation programs — shaping target operating models, future-state process designs, and AI/automation blueprints that underpin strategic change
Proactively identify areas for improvement and innovation within HR functions; identify, evaluate, and embed AI, automation, and agentic workflow opportunities across HR processes in partnership with the business, IT, and COE leaders
Lead process and AI workstreams on transformations (HCM, service model changes, M&A), connecting strategy to execution end-to-end in partnership with the HR Product Experience Lead and applicable product owners
Evaluate and recommend how HR capabilities and services should be delivered by leading buy, build, or automate analyses, and determine where outsourcing or strategic partnerships are appropriate; Guide process redesign to align with the selected delivery model
Lead the execution of a harmonized strategy for end-to-end processes including associated policies and technologies (i.e., Workday/ServiceNow/AI)
Identify necessary resources (people, capital, AI tools); assess opportunities against business objectives and determine creative means to implement new and innovative technical and process-based solutions
Be accountable for and drive process transformation; make key decisions related to the process, including target setting, process performance management, and financial management with a focus on reducing process costs, increasing efficiency through AI or automation, and maximizing investment returns
Serve as the authoritative voice on how HR processes should operate enterprise-wide, balancing standardization with legitimate local or business-unit variation
Build, own, and deliver the enterprise HR continuous improvement (CI) roadmap, prioritized against business value, risk, and colleague experience impact
Lead Lean, Six Sigma, and design-thinking initiatives to reduce cycle times, eliminate defects and rework, and improve service quality
Build HR's internal CI capability, coaching HRBPs, COEs, and HR Solutions Delivery teams on problem-solving, process discipline, and root-cause analysis
Establish a culture of continuous improvement at all levels of the organization
Lead work transition playbooks covering process documentation, knowledge transfer, training, staffing, technology readiness, and go-live support
Partner with HRBPs, COEs, HR Solutions Delivery, and DDAT/IT to ensure new work is absorbed without degrading quality, SLAs, or colleague experience
Define and track transition readiness criteria, ensuring each transition has clear accountability, milestones, and risk mitigation plans
Provide regular reporting on transition health, progress against milestones, and post-transition stabilization to HR leadership
Own the enterprise intake process for new HR work, including new business requests, policy changes, regulatory mandates, and service expansions
Maintain a transparent intake backlog and provide regular reporting on demand, capacity, and prioritization to HR leadership
Partner with the HR Strategy & Transformation, Corporate Strategy, and applicable business transformation teams to align enterprise projects, capabilities, and strategic priorities to HR Solutions Delivery, ensuring new work is visible, sequenced, and resourced appropriately as it enters the HR function.
Establish intake governance standards including request evaluation criteria, impact assessment, and sequencing in partnership with COEs and business stakeholders
Ensure intake decisions are data-informed, balancing business urgency with operational capacity and colleague experience impact
Own the HR knowledge management strategy and platform; ensure colleagues, managers, HRBPs, and HR Solutions Delivery teams have accurate and easy-to-find information
Define knowledge governance: content ownership, review cycles, quality standards, taxonomy, version control, and retirement
Enable AI-driven knowledge experiences by curating high-quality, structured content that can power search, chatbots, and generative HR assistants
Measure knowledge effectiveness through usage, deflection rates, content accuracy, and user satisfaction

Requirements

What you’ll need

15+ years of progressive experience in HR operations, HR shared services, HR transformation, or enterprise process/quality roles
Demonstrated track record of leading end-to-end HR process design, continuous improvement, and governance initiatives in a complex, matrixed organization
Hands-on experience managing HR vendor relationships, contracts, and/or outsourced services
Lean Six Sigma Green Belt certification (or equivalent demonstrated experience)
Hands-on experience with at least one major HCM platform and a case management / HR service delivery tool
Bachelor's degree in Human Resources, Business Administration, Industrial Engineering, Organizational Development, 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 physical, emotional, and financial well-being

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

HR process architectureAI enablementprocess designautomationLean Six Sigmacontinuous improvementprocess performance managementroot-cause analysisHCM platformscase management

Soft Skills

leadershipstrategic thinkingproblem-solvingcommunicationcollaborationinnovationaccountabilitycoachingadaptabilitydecision-making

Certifications

Lean Six Sigma Green Belt