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Position Summary
The Lead Director, Workforce Performance & Incentive Strategy is responsible for the enterprise leadership, strategy, governance, and optimization of Service Operations' performance and incentive program for Aetna’s non-exempt front-line production population.
This role serves as the central owner of a critical workforce performance capability that drives measurable improvements in productivity, quality, and business productivity across Service Operations. The Lead Director will lead the implementation and ongoing evolution of a recently redesigned production-based incentive program, ensuring performance measures appropriately balance productivity, quality, accuracy, and customer outcomes while supporting organizational pay-for-performance objectives.
As Aetna’s senior subject matter expert in operational workforce performance and incentive strategy, this leader will bring deep industry expertise and an outside-in perspective to establish best-in-class performance measurement frameworks, governance practices, reporting capabilities, and operational standards. The role partners closely with executive leadership, serving as a strategic advisor to functional Vice Presidents and senior leaders to ensure the program drives intended business impact and supports evolving operational priorities.
The Lead Director is accountable for program strategy, executive engagement, financial stewardship, technology enablement, organizational adoption, and continuous improvement while leading a team responsible for program operations, analytics, governance, and stakeholder management.
Primary Responsibilities
Workforce Performance Strategy & Program Leadership
- Serve as the enterprise owner of Service Operations' workforce performance and incentive strategy for a large non-exempt operational workforce.
- Lead the implementation, governance, and ongoing evolution of a production-based incentive model designed to improve workforce productivity, quality, colleague engagement, and operational effectiveness.
- Develop and execute a multi-year strategy and roadmap that advances workforce performance management capabilities and supports enterprise business objectives.
- Establish performance measurement frameworks that appropriately balance productivity quantity, quality, accuracy, customer outcomes, and financial performance.
- Leverage industry trends, external benchmarking, and best practices to continuously enhance program effectiveness, scalability, and business impact.
- Serve as the organization's leading subject matter expert on operational workforce incentive programs, performance measurement, and productivity management strategies.
Executive Partnership & Business Performance Consultation
- Partner directly with Vice Presidents and senior operational leaders to ensure workforce performance programs are delivering intended production, quality, service, and business outcomes.
- Act as a trusted strategic advisor to functional executives, leveraging program data and performance insights to identify opportunities and drive operational improvement.
- Lead executive business reviews that evaluate workforce performance, incentive effectiveness, financial outcomes, and organizational results.
- Provide leadership teams with actionable insights and recommendations that support workforce, operational, and financial decision-making.
- Foster strong partnerships across Service Operations to drive consistency, accountability, and transparency in workforce performance management.
Program Governance & Optimization
- Establish and maintain enterprise governance structures, policies, standards, and controls supporting workforce performance measurement and incentive administration.
- Ensure productivity metrics and incentive structures drive the appropriate balance between quantity, quality, customer experience, and business outcomes.
- Oversee ongoing program effectiveness assessments and recommend strategic enhancements based on operational, financial, and colleague performance trends.
- Lead evaluation of new organizations and workforce populations for participation in the program, including readiness assessments and implementation planning.
- Drive continuous improvement efforts that enhance program effectiveness, scalability, and organizational value.
Analytics, Reporting & Performance Insights
- Oversee development and delivery of executive reporting, performance scorecards, workforce analytics, and program performance dashboards.
- Establish enterprise visibility into productivity, quality, incentive attainment, workforce performance, and business outcomes.
- Identify trends, risks, and opportunities through advanced analytics and data-driven insights.
- Ensure reporting capabilities support both strategic executive decision-making and operational leadership needs.
Financial Stewardship
- Partner with appropriate partners on the financial management of the incentive program, including budgeting, forecasting, accrual oversight, payout governance, and executive reporting.
- Partner with Finance to ensure appropriate controls, financial transparency, and effective management of incentive investments.
- Assess financial implications of program enhancements, design changes, and expansion opportunities.
- Monitor program performance against investment objectives and business outcomes.
Technology Enablement & Transformation
- Lead partnership with HR Technology, Workday, Payroll, and reporting teams to implement and optimize technology solutions supporting program administration and performance measurement.
- Drive automation, data integration, reporting enhancements, and process standardization to improve scalability, accuracy, and efficiency.
- Ensure strong governance of performance data, incentive calculations, reporting methodologies, and payout processes.
- Shape the future technology roadmap supporting workforce performance and incentive management capabilities.
Change Leadership & Organizational Adoption
- Develop and execute comprehensive change management strategies supporting implementation and sustainment of program enhancements.
- Lead stakeholder engagement, communications, training, and adoption efforts across participating organizations.
- Build leader understanding and capability related to workforce performance management and incentive program utilization.
- Ensure successful onboarding and integration of newly participating business areas.
People Leadership
- Lead, develop, and mentor a high-performing team responsible for program operations, governance, analytics, reporting, and stakeholder support.
- Foster a culture of accountability, innovation, continuous improvement, and data-driven decision-making.
- Build organizational capability in workforce performance measurement, incentive program management, and operational analytics.
Required Qualifications
- 10+ years of experience leading large-scale workforce performance, incentive compensation, operational excellence, productivity management, workforce strategy, or business transformation initiatives.
- Significant experience designing, implementing, and optimizing production-based performance programs within complex operational environments.
- Demonstrated success influencing executive leaders and driving large-scale organizational change.
- Experience managing enterprise programs with significant financial accountability and measurable business impact.
- Strong analytical capabilities, including experience leveraging workforce performance data, operational metrics, and business intelligence tools.
- Experience partnering across Operations, Finance, HR, Payroll, Technology, and executive leadership teams.
- Proven ability to establish governance frameworks, performance standards, and scalable operating models.
- Experience leading and developing high-performing teams.
Preferred Qualifications
- Experience within large-scale service, operations, customer service, healthcare operations, claims, or shared services organizations.
- Experience with Workday and enterprise workforce performance, payroll, or incentive administration platforms.
- Expertise in operational productivity measurement, workforce optimization, and performance management frameworks.
- Experience leading enterprise transformation initiatives impacting large frontline or non-exempt employee populations.
Education
- Bachelors or equivalent experience required.
Pay Range
The typical pay range for this role is:
$100,000.00 - $231,540.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
Additional details about available benefits are provided during the application process and on Benefits Moments.
We anticipate the application window for this opening will close on: 11/14/2026
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
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