Lead Director, Workforce Performance & Incentive Strategy

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.

Position Summary
The Lead Director, Workforce Performance & Incentive Strategy is responsible for the enterprise leadership, strategy, governance, and optimization of Service Operations' performance and incentive program for Aetna’s non-exempt front-line production population.

This role serves as the central owner of a critical workforce performance capability that drives measurable improvements in productivity, quality, and business productivity across Service Operations. The Lead Director will lead the implementation and ongoing evolution of a recently redesigned production-based incentive program, ensuring performance measures appropriately balance productivity, quality, accuracy, and customer outcomes while supporting organizational pay-for-performance objectives.

As Aetna’s senior subject matter expert in operational workforce performance and incentive strategy, this leader will bring deep industry expertise and an outside-in perspective to establish best-in-class performance measurement frameworks, governance practices, reporting capabilities, and operational standards. The role partners closely with executive leadership, serving as a strategic advisor to functional Vice Presidents and senior leaders to ensure the program drives intended business impact and supports evolving operational priorities.

The Lead Director is accountable for program strategy, executive engagement, financial stewardship, technology enablement, organizational adoption, and continuous improvement while leading a team responsible for program operations, analytics, governance, and stakeholder management.

Primary Responsibilities

Workforce Performance Strategy & Program Leadership

• Serve as the enterprise owner of Service Operations' workforce performance and incentive strategy for a large non-exempt operational workforce.
• Lead the implementation, governance, and ongoing evolution of a production-based incentive model designed to improve workforce productivity, quality, colleague engagement, and operational effectiveness.
• Develop and execute a multi-year strategy and roadmap that advances workforce performance management capabilities and supports enterprise business objectives.
• Establish performance measurement frameworks that appropriately balance productivity quantity, quality, accuracy, customer outcomes, and financial performance.
• Leverage industry trends, external benchmarking, and best practices to continuously enhance program effectiveness, scalability, and business impact.
• Serve as the organization's leading subject matter expert on operational workforce incentive programs, performance measurement, and productivity management strategies.

Executive Partnership & Business Performance Consultation

• Partner directly with Vice Presidents and senior operational leaders to ensure workforce performance programs are delivering intended production, quality, service, and business outcomes.
• Act as a trusted strategic advisor to functional executives, leveraging program data and performance insights to identify opportunities and drive operational improvement.
• Lead executive business reviews that evaluate workforce performance, incentive effectiveness, financial outcomes, and organizational results.
• Provide leadership teams with actionable insights and recommendations that support workforce, operational, and financial decision-making.
• Foster strong partnerships across Service Operations to drive consistency, accountability, and transparency in workforce performance management.

Program Governance & Optimization

• Establish and maintain enterprise governance structures, policies, standards, and controls supporting workforce performance measurement and incentive administration.
• Ensure productivity metrics and incentive structures drive the appropriate balance between quantity, quality, customer experience, and business outcomes.
• Oversee ongoing program effectiveness assessments and recommend strategic enhancements based on operational, financial, and colleague performance trends.
• Lead evaluation of new organizations and workforce populations for participation in the program, including readiness assessments and implementation planning.
• Drive continuous improvement efforts that enhance program effectiveness, scalability, and organizational value.

Analytics, Reporting & Performance Insights

• Oversee development and delivery of executive reporting, performance scorecards, workforce analytics, and program performance dashboards.

…