Lead Director Process - CGSO Continuous Improvement

Job DescriptionThe Lead Director, Continuous Improvement will have accountability and oversight for the development and implementation of continuous improvement initiatives within the Clinical and Government Services Operations (CGSO) organization and will be responsible for leading a team of diverse colleagues, including 2-5 direct reports, inclusive of pharmacists, senior managers, and managers in a work from home capacity. This position will work effectively with other business units across the Enterprise in a model of shared accountability to deliver on our objectives to improve operational efficiency and create a positive customer experience. Key responsibilities include: Leading the team responsible for the end-to-end resolution of operational issues impacting CGSO colleagues and customers using the Customer Service Excellence (CSX) model with a focus on fostering a culture of creative thinking by bringing a diverse team of colleagues together to promote innovation and an environment that encourages colleagues to explore and pilot new ways of looking at problems, processes, and solutions Collaborating with business partners across the organization for the independent validation, assessment, and remediation of risk for key operational processes to ensure compliance with internal and external standards Actively identifying operational and program opportunities, developing the strategic roadmap and prioritization of continuous improvement initiatives, and ensuring appropriate visibility to senior leadership Leading the development of project planning and resource management for the successful execution of continuous improvement, change management, and other key cross functional initiatives Accountable for delivering results by ensuring that project plans, key achievements, assumptions, and risks are properly established; ensuring that project timelines and budgets are established and adhered to; and ensuring that the team uses standard project management methodologies that drive consistent and reliable results Developing and leading a high-performing team with a sound strategy for direct and indirect colleague oversight, development, mentoring, performance evaluation and assessmentTo be a candidate for this role you will have the ability to do the following:1. Foster Agility and Innovation: leading the team responsible for the end-to-end resolution of operational issues impacting CGSO colleagues and customers using the Customer Service Excellence (CSX) model by (i) creating an environment that encourages colleagues to explore and pilot new ways of looking at problems, processes, and solutions; (ii) fosters creative thinking by bringing a diverse team of colleagues together to promote innovation; and (iii) conveys a strong sense of urgency to drive issues to closure. 2. Ensure Outcomes: leads the development of project planning and resource management for cross functional CGSO initiatives focused on continuous improvement and change management by (i) ensuring that project plans, key achievements, assumptions, and risks are properly established; (ii) ensuring that project timelines and budgets are established and adhered to; and (iii) using standard project management methodologies that drive consistent and reliable results in a complex organization.3. Think and Acts Strategically: (i) sets and prioritizes the strategic roadmap for the CGSO Continuous Improvement organization through cross functional collaboration with internal business partners; (ii) adapts to new information or changing circumstances to minimize risk and ensure compliance with internal and external standards; and (iii) ensures appropriate visibility to senior leadership.4. Build High Performing Teams: determines and implements the organizational structure needed to support CGSO Continuous Improvement initiatives by (i) identifying and selecting the best talent within a range of diverse backgrounds and experiences; (ii) giving colleagues responsibility and accountability; and (iii) rewarding and recognizing colleagues who deliver results and demonstrate our values.Pay RangeThe typical pay range for this role is:Minimum: 100,000Maximum: 221,000Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications 10 years of experience leading teams in operational improvement, project management, and/or quality functions Experience managing enterprise-wide and/or cross functional large-scale initiatives with a high degree of complexity Deep working knowledge of critical system and technology tools including Visio, PowerPoint, Excel, and SharePointPreferred Qualifications Proven experience with Six Sigma or other quality management tools Ability to work autonomously with little direction, setting priorities and taking necessary actions to identify, contain, and remediate potential issues Ability to handle multiple projects and activities in a timely, organized manner while adhering to project budgets Strong business and financial acumen, with the ability to analyze trends and develop business justification for improvement projects and/or investments Ability to think both strategically and tactically, and a willingness to challenge the status quo to help the organization reach higher levels of performance Proven analytical capabilities and applied knowledge of decision making Strong interpersonal and team building skills, with the ability to gain the trust and confidence of internal partners and clients Comfort working one-on-one with all levels, from senior management through functional level colleagues Strong communication skills, attention to detail, and confidence to take 'command and control' of project delivery from initiation through implementationEducation Bachelor's Degree or equivalent years of experienceBusiness OverviewBring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Created: 2025-11-01