Executive Director, Resource Planning Workforce Management - Caremark

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.

Executive Director of Workforce Management & Resource Planning will lead the strategy, planning, and execution of labor optimization for Caremark PBM Member Operations. This role oversees a multidisciplinary organization of approximately 100 colleagues responsible for forecasting, workforce planning, scheduling, and labor analytics supporting a ~10,000-agent contact center environment across internal, contingent, and vendor resources.

This role serves as the enterprise authority for workforce management, establishing Centers of Excellence, standard methodologies, and governance models that drive measurable financial and operational outcomes across Caremark PBM Member Operations.

This leader is accountable for aligning call, chat, email, and other back office demand with capacity while modernizing workforce management models, tools, and reporting to materially improve labor effectiveness, cost efficiency, and service delivery. The role will drive innovation in labor utilization through new capacity models (e.g., flex, part-time, onshore/offshore), vendor strategy evolution, and technology enablement—while maintaining a strong focus on member experience, regulatory compliance, and operational readiness.

• Lead Caremark workforce management strategy across forecasting, capacity planning, scheduling, and labor utilization for Member Operations.
• Develop and continuously refine labor models using industry best practices to reflect business changes, seasonality, and demand variability.
• Transform scheduling, staffing, and roster management practices to improve efficiency, productivity, and service outcomes.
• Identify and execute opportunities to improve labor ROI through pilot programs, alternative capacity models, and innovative staffing approaches.
• Balance cost optimization initiatives with member experience and service quality outcomes.
• Lead financial planning and budgeting for labor spend, ensuring alignment between forecasted demand, staffing plans, and financial commitments.
• Monitor actuals versus forecast and proactively address variances to meet or exceed financial targets.
• Build and maintain accurate, reliable operational and financial analytics to support executive decision-making.
• Establish disciplined business case evaluation protocols for initiatives involving labor investment or transformation.
• Own vendor workforce strategy, including footprint design, onshore/offshore mix, WFH strategy, and business alignment.
• Manage all aspects of vendor performance, including service delivery, staffing plans, scheduling, cost efficiency, and invoice reconciliation.
• Lead RFP processes with clear standards for technology, process, performance, and financial outcomes.
• Ensure consistent operating discipline, quality standards, and management rigor across vendor partners and internal operations.
• Hold vendors accountable to the same performance, quality, and compliance standards as internal teams.
• Administer workforce management and contact routing technologies to ensure optimal productivity and real-time adherence.
• Partner with technology teams to implement system enhancements, upgrades, and new capabilities.
• Maintain awareness of emerging WFM technologies and industry trends; introduce innovative solutions to meet evolving business needs.
• Ensure operational preparedness for Welcome Season, unplanned events, and steady-state operations.
• Partner closely with Member Operations, Finance, HR, Training, Quality, and Enterprise stakeholders to ensure alignment and shared accountability.
• Influence quality strategy and operational improvements that may impact member experience and call volume.
• Collaborate on multi-dimensional recruiting strategies to support peak and steady-state hiring needs.
• Lead through influence in a highly matrixed environment, driving progress across organizational boundaries.
• Ensure workforce strategies and vendor operations support NCQA, URAC, Medicare Part D, and Medicaid regulatory requirements.
• Monitor escalation processes involving workforce management; analyze root causes and implement preventative improvements.
• Apply a disciplined continuous improvement approach to deliver consistent, reliable, and best-in-class results.
• Lead and develop a high-performing organization through direct and indirect leadership.
• Build teams with the capabilities required to deliver against strategic, financial, and operational goals.
• Drive colleague engagement through mentoring, development, performance management, and clear accountability.
• Establish a culture of analytical rigor, innovation, and continuous…