Lead Director - Workforce Management Back Office Operations

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

• 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.

• PowerBI and / or Tableau experience a plus
• SQL experience
  

The typical pay range for this role is: