Senior Manager, Member Services

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.

Aetna Mental Well-being is seeking a strategic, results-oriented leader to drive successful results within Service Operations. The Senior Manager, Operations will lead the day-to-day operations of a non-clinical department that consists of Behavioral Health Member Services (call center), RFL Member Services (call center), Mental Well-being Digital Operations (Chat/Email), and a centralized Center of Excellence (coaching, projects, support, onboarding).

This highly visible and critical role is responsible for shaping the vision for the Member Services department, creating business cases to improve experience and outcomes, leading cross-functional execution, delivering excellent service, building meaningful culture. The ideal candidate combines strong analytical and strategic thinking with hands‑on execution that can build success with limited resources.

• Define KPIs and performance frameworks to measure service and employees.
• Analyze business, workforce, operational, and member data to identify trends, opportunities, and improvement actions.
• Establish reporting and governance processes to monitor and optimize performance.
• Manage contact center expectations, inventory management expectations, quality expectations, and project management expectations
• Identify opportunities to improve operational performance, member experience, scalability, and efficiency through process change, technology, automation, and AI.
• Serve as a strategic partner to Mental Well‑being Operations leadership by providing structured problem‑solving, data‑driven insights, and clear, decision‑oriented recommendations.
• Develop executive‑ready business cases with ROI analyses
• Partner across Operations, Product, Technology, Finance, Strategy, Clinical, and Analytics teams to implement change.

• 7+ years of combined experience in healthcare operations, strategy, analytics, technology, innovation, or a related field.
• Demonstrated success leading complex, cross‑functional teams
• Strong analytical and quantitative skills, including advanced Excel proficiency; experience with SQL, Tableau, Power BI, Looker, or similar tools is a plus.
• Experience developing business cases, ROI analyses, financial models, and executive‑level recommendations.
• Ability to synthesize complex data into clear insights, decisions, and action plans.
• Exceptional communication, executive presentation, and stakeholder management skills.
• Proven ability to balance strategic thinking with operational execution.
• Strong project and program management capabilities, including risk management, prioritization, and delivery oversight.
• Ability to navigate ambiguity, influence without authority, and drive results in fast‑paced environments.
• Strong ownership, accountability, attention to detail, and bias for action.

• Knowledge of health plan operations and healthcare technology environments.
• Experience with Behavioral Health, Employee Assistance Programs (EAP), or related healthcare services.
• Implement AI solutions for call center

Bachelor's Degree in related field or equivalent work experience. Master's degree preferred.

The typical pay range for this role is:

$67,900.00 - $

This pay range represents the base hourly rate or base annual…