Executive Director, Customer Success Operations

Executive Director Of Cs Operations

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 of CS Operations is responsible for the strategy, governance, and operational excellence of Health
100's Customer Success organization. The role defines and leads the scalable operating model, performance framework, and cross-functional execution mechanisms required to deliver a consistent customer experience and support long-term business growth.

The Executive Director of CS Operations serves as the leader for operational planning, business intelligence, organizational readiness, and strategic initiatives that enable effective execution across Customer Success and partner organizations. Through disciplined operational leadership, the Director of CS Operations drives scalability, accountability, operational rigor, and continuous improvement across the Health
100 customer lifecycle.

The Executive Director of CS Operations is the operational engine behind Health
100's Customer Success organization. While our Customer Program Owners focus outward, building customer relationships and driving outcomes, you focus inward, building the operational framework that lets the whole team operate consistently and scale.

You will design the processes, metrics, and tooling to support Health
100 operations. You will also own some of our most operationally complex functions, including release coordination across multiple product lines that sit at the intersection of CS and our Engineering and Product teams.

The foundation you build now will determine whether CS can scale smoothly from a handful of customers to a much larger portfolio without losing quality.

Build and Run the CS Operating Rhythm

• Design and run the cadences that keep CS leadership informed and aligned: team reviews, portfolio health reporting, executive governance, and commitment tracking.
• Maintain a clear, current view of every customer across all phases: where implementations stand, what is at risk, what commitments are open, and what is coming up on each customer's calendar.
• Be the organizational memory for the CS team, ensuring that decisions, commitments, and context are documented.
• Give the CS leadership team the visibility they need to make good resourcing, escalation, and prioritization decisions.

Coordinate Customer Release Activation

• Serve as the primary operational bridge between the CS team and Health
  100's product release processes, which run independently across multiple product lines.
• Translate customer-facing decisions about when to activate a new capability, what testing is needed, and how to sequence across products into the scheduling and execution artifacts that Engineering and Deployment teams need to act on.
• Build and maintain working relationships with each product's release leads so that customer activation needs are anticipated, not surprised.
• Aggregate across the per-product relationships to give CS leadership a single coherent multi-product view of release activity and risk.
• Surface conflicts between customer timelines and product release calendars early, and work with CS leadership to resolve them before they become customer issues.

Standardize, Measure, and Improve

• Build the playbooks that make CS repeatable: for implementation kickoffs, release activations, business review preparation, escalation handling, go-live, and steady-state operations.
• Own the CS tech stack:
  Customer relationship management documentation, project tracking, and reporting. Make these tools work for the team, not the other way around.
• Identify where CPOs are solving the same problems independently and turn those patterns into shared, standardized approaches.

Who You Will Work With

• Customer Program Owners: the customer-facing team you enable. You are their operational backbone,…