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.
About the Role
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.
Key Responsibilities
- 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 cross-functional KPIs to measure organizational performance, maintaining oversight of KPI results and cross-team alignment to drive consistency with production targets and broader organizational objectives.
- Continuously build and mature the Production Services function, including governance, process engineering, and quality oversight capabilities.
- Establishing an intake process for new improvement opportunities, with standardized estimation and ROI framework
- Leadership and Strategy:
- Develop and implement production strategies that align with organizational goals and drive operational excellence.
- Lead, mentor, and develop a high-performing team of production professionals, fostering a culture of collaboration and accountability.
Required Experience & Skills
- Bachelor's degree in Engineering, Operations Management, Business Administration, or a related field; Master degree preferred; equivalent experience will be considered
- 12+ years in production operations, SRE leadership, infrastructure operations, or large‑scale technology operations, including at least 5 years in a leadership role
- Proven experience in a matrixed environment, with a strong understanding of cross-functional collaboration and leading without authority
- Proficiency in production management software and tools; familiarity with Lean Six Sigma, or other continuous improvement methodologies is a plus
- Strong background in operational governance, process engineering, and incident/problem management
- Proven ability to define and implement KPIs, OKRs, and operational dashboards, with previous experience in executive data analytics reporting
- Executive presence and stakeholder management skills suitable for a regulated, high‑visibility environment
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions
- Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels
Pay Range
The typical pay range for this role is:
$100,000.00 - $231,540.00
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.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Skills Required
- Bachelor's degree in Engineering, Operations Management, Business Administration, or related field (or equivalent experience)
- Master's degree
- 12+ years in production operations, SRE leadership, infrastructure operations, or large-scale technology operations
- At least 5 years in a leadership role
- Proven experience operating in a matrixed environment and leading without authority
- Proficiency with production management software and tools
- Familiarity with Lean Six Sigma or other continuous improvement methodologies
- Strong background in operational governance, process engineering, and incident/problem management
- Proven ability to define and implement KPIs, OKRs, operational dashboards, and executive analytics reporting
- Executive presence and stakeholder management skills in a regulated, high-visibility environment
- Strong analytical and problem-solving skills; data-driven decision making
- Excellent communication and interpersonal skills with ability to influence at all levels
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
