Ld Director - Predictive OPs and Transformation Eng

Lead Director Predictive Op's And Transformation

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary :

We are seeking a skilled and visionary Lead Director Predictive Op's and Transformation to manage day-to-day operations of the technical support team in Client Experience, ensuring efficient service to end users. The Lead Director Predictive Op's and Transformation will lead the team in processes including documenting solutions, contributing to knowledge bases, and analyzing incident trends to improve processes and enhance user experience.

The Lead Director Predictive Op's and Transformation will assist in the management of training and development and broaden key skills of the systems support team through cross-training, certifications, and technology programs. In this role, the right candidate will coach the systems support team on strategic ways to improve response times, reduce manual effort, and enhance productivity.

What you will do :

• Provide engineering leadership by setting technical direction, promoting best practices, and cultivating a high-performing, inclusive team culture.
• Lead cross-functional collaboration with product, infrastructure, and architecture teams to align support and reliability goals with broader engineering strategies.
• Lead and manage day-to-day operations of the support teams, ensuring efficient service delivery, rapid incident resolution, and continuous improvement.
• Analyze incident trends, system health, and support metrics (e.g., MTTR, ticket volume, resolution rate) to drive operational excellence and enhance user experience.
• Guide and mentor team members, fostering skill development through training, knowledge sharing, and performance evaluations.
• Oversee major incident management, collaborating with business and technology partners for rapid detection, root-cause analysis, and resolution.
• Drive adoption of AI-powered tools for predictive monitoring, automated diagnostics, and intelligent alerting to reduce manual effort and improve reliability.
• Establish and monitor Service Level Objectives (SLOs), Service Level Agreements (SLAs), and error budgets for critical applications.
• Partner with engineering and infrastructure teams to embed reliability and observability practices throughout the software lifecycle.
• Implement advanced monitoring, logging, and distributed tracing to improve visibility and support decision-making across production environments.

Required Qualifications :

Preferred Qualifications :

Education :

Bachelor's degree or equivalent experience.

Pay Range :

The typical pay range for this role is : $144,200.00 - $288,400.00. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.

Great benefits for great people :

We take pride in our comprehensive and competitive mix of pay and benefits investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include :

We anticipate the application window for this opening will close on : 12 / 14 / 2025.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.