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.
*Prefer hybrid to a hub like Richardson, Buffalo Grove, or Scottsdale but may consider remote for the right candidate.
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**
10+ years of technology leadership experience in production support, operations, or software engineering, with exposure to SRE and AI-driven practices including the following".
+ Proven track record managing distributed technology environments.
+ Strong incident management, automation, and operational excellence skills, including use of AI/ML for support optimization.
+ Experience implementing and managing monitoring, logging, and reliability solutions in large-scale environments.
+ Exceptional communication, decision-making, and problem-solving abilities, with experience influencing senior executives and cross-functional teams.
**Preferred Qualifications**
+ Experience leading large operations & support functions.
+ Expertise in cloud platforms (AWS, Azure, GCP), containerization (Kubernetes, OpenShift), and distributed systems.
+ Hands-on familiarity with observability tools (Splunk, Dynatrace, Datadog, Prometheus, Grafana, etc.).
+ Strong understanding of compliance and regulatory requirements (HIPAA, PCI DSS, ADA).
+ Demonstrated ability to deliver transformation at scale, leveraging AI/ML for monitoring, automation, and operational insights.
**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.
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 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:
+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** .
+ **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
+ **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit
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.
We are an equal opportunity and affirmative action employer. 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.