Executive Director, HR Service Management

Executive Director, HR Service Management

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.

The Executive Director, HR Service Management is responsible for running HR Solutions Delivery as a high-performing, data-driven service organization. The Executive Director, owns how HR services are measured, governed, delivered, and analyzed across CVS Health, ensuring every colleague, manager, and leader receives consistent, reliable, and high-quality HR support.

This role is also responsible for establishing and implementing best practices within the HR organization, including service performance, reporting, analytics, enabling technology, quality, internal communications, and change management among others. This role will partner closely with HR Centers of Excellence, HRBPs, DDAT, Finance, and business stakeholders to bring service discipline, transparency, and continuous insight to the HR function.

Job Responsibilities

Performance Management & Reporting (SLAs / KPIs)

• Define, maintain, and evolve the HR service performance framework, including SLAs, KPIs, and operational metrics across all HR services and channels
• Own the HR service performance reporting cadence: daily operational dashboards, monthly scorecards, quarterly business reviews, and executive-level reporting
• Monitor service performance in real time; proactively identify trends, risks, and breaches and drive corrective action with service owners; identify root causes to prevent reoccurrence
• Partner with HR COEs, HR Solutions Delivery team members, and vendors to ensure SLAs and KPIs are achievable, meaningful, and aligned to colleague experience outcomes and root-cause problems
• Establish performance baselines, targets, and stretch goals that evolve as the HR function matures

HR Solutions Delivery

• Oversee the end-to-end delivery of HR solutions and services across tiered support, self-service, and COE channels; ensure a consistent, high-quality colleague and manager experience
• Lead the development of the Service Management strategy in partnership with People Services leadership, balancing cost efficiencies and economies of scale with high levels of customer satisfaction
• Manage service demand, capacity, and routing across channels (portal, chatbot, case management, live agent, escalated COE support)
• Own the service catalog, including what HR offers, to whom, at what service level, and through which channel, and keep it current and evolved
• Drive channel optimization and shift-left strategies (self-service, AI assistants, knowledge deflection) to improve speed and reduce effort

Service Level Governance

• Identify opportunities for HR Solutions Delivery to deliver value-added services to enhance business results using enabling technology; actively sponsor improvement opportunities, monitoring progress and results of improvements
• Define and enforce service governance standards, including incident management, major incident response, problem management, and change control for HR services
• Manage service-level agreements with internal COEs, HRBPs, and external vendors; lead quarterly business reviews and performance escalations
• Partner with Internal Audit, Risk, and Compliance to ensure HR service delivery meets regulatory and control requirements
• Maintain the HR service risk register and lead service continuity planning for critical HR services

Workforce & Service Analytics

• Build and operate the HR analytics capability spanning service analytics (volumes, SLAs, CSAT, cost-to-serve) and workforce analytics (headcount, attrition, engagement, talent flows)
• Deliver actionable insights and data stories to HR leadership, HRBPs, and business leaders that drive workforce and service decisions
• Partner with DDAT, IT, and Finance to ensure data quality, integration, and a single source of truth for HR reporting
• Develop predictive and diagnostic analytics (e.g., attrition risk, demand forecasting, service bottleneck prediction) and embed them into HR decision-making
• Champion data literacy across the HR function, enabling self-service analytics for HRBPs and COE leaders

Vendor Management

• Run day-to-day vendor management for HR's contracted and outsourced services, operating within the strategy and governance framework set by the HR Enterprise Process & Quality Lead
• Own vendor SLA and KPI performance, including scorecards, monthly performance reviews, issue resolution, and escalations when targets are missed
• Establish and run the HR vendor governance framework, including performance scorecards, SLA and KPI oversight, QBR cadence, risk reviews, and escalation paths
• Lead QBRs and regular service reviews with HR vendors, tracking commitments, improvement actions, and operational risks
• Partner with DDAT and applicable product owners on vendor-related operational decisions, technology dependencies, and integration considerations
• Partner with Procurement, Legal, Privacy, and Information Security on the operational execution of vendor onboarding, renewals, data protection obligations, and risk assessments, in alignment with the enterprise vendor governance framework

Required Qualifications

• 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

Education

Bachelors Degree (required)

Location

• Hartford, CT or Woonsocket, RI (preferred)
• Open to remote: East Coast (preferred) with the willingness and ability to be in the Hartford, CT/Woonsocket, RI offices based on needs of the business

Pay Range

The typical pay range for this role is:

$131,500.00 - $303,195.00

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.