Lead Director - Production Services Operations - Digital Data Analytics & Technology

Lead Director, Production 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.

CVS Health is recruiting for the Lead Director, Production Services position. As a key member of the Digital, Data, Analytics and Technology ("DDAT") team, this role will join a dynamic organization committed to the acceleration of business growth, enhancement of the customer experiences, and enablement of operational efficiencies by powering CVS Health to be a 'digital first, technology forward and data driven' company.

The Lead Director reports directly to the Executive Director of Production Services in support of DDAT Pharmacy Services.

The Lead Director, Production Services, will lead the centralized operational team on a day-to-day basis and will be responsible for the overall effectiveness of the production and running the business operations. They have accountability to collaborate across a complex organization to ensure service levels and performance guarantees are met. They oversee the root cause analysis of problems and incidents, and the continuous process improvement activities to ensure suspect processes are improved and problems aren't repeated.

Additionally, they are responsible for reporting analytics and performance metrics ensuring leadership has clear visibility into trends, system reliability and uptime, while coordinating with the infrastructure team to maintain transparency and alignment. The Lead Director will own production operations for Pharmacy Services (Caremark) and will be accountable for keeping the lights on across multiple products, infrastructure, and operational organizations.

The ideal candidate will have a strong background in production operations and management, exceptional leadership abilities, and a commitment to continuous improvement. They will be both a builder and operator, capable of establishing governance, maturing processes, and driving cross-tower alignment in a highly regulated, high-complexity environment.

• Production Operations Management:
  • Lead centralized Production Services defining clear ownership boundaries between central and distributed engineering teams.
  • Coordinate production activities across multiple departments and teams in a matrixed environment to optimize resource utilization and efficiency.
  • Establish and enforce operational governance, including standards, processes, best practices and operating cadences across applications, infrastructure, and security domains.
  • Oversee all aspects of production operations, ensuring adherence to quality standards, timelines, and budget constraints.
  • Own production stability and resilience, ensuring predictable operations across all technology towers.
• Stakeholder Engagement:
  • Build and maintain strong relationships with internal and external stakeholders.
  • Communicate effectively with senior leadership regarding production performance, challenges, and opportunities for improvement.
• Issue Resolution:
  • Serve as the central operational leader for production systems, maintaining awareness of system health and emerging issues while coordinating cross-functional efforts to resolve conflicts, mitigate risks, and drive timely resolution of production challenges and bottlenecks.
  • Collaborate with cross-functional teams to identify and resolve operational issues, ensuring minimal disruption to production schedules.
  • Lead oversight of production risk and incident resolution, maintaining oversight of root cause analysis processes and coordinating cross-functional efforts to ensure cross-team corrective actions to reduce recurring issues.
• Continuous Improvement:
  • Drive initiatives for process improvement, leveraging data analysis and industry best practices to enhance production efficiency and quality.
  • Establish and operationalize…