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.

• 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

• 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

• 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

• 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…