VP, Operations Enablement - Aetna

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The Vice President, Service Operations Enablement is a strategic and transformational leader responsible for building and leading the capabilities that enable Aetna Service Operations to deliver an exceptional member and provider experience and strong business outcomes across all lines of business.

This leader will set the strategy and drive execution across the integrated enablement functions supporting Call, Claims, and Plan Sponsor Services. Key areas of responsibility include strategic workforce planning and workforce management, business process outsourcing (BPO) strategy and performance optimization, operational insights and reporting, quality and continuous improvement, regulatory and risk management, business continuity, and facilities and real estate optimization.

Operating in a highly complex, matrixed environment, the VP will serve as a critical partner to Service Operations leadership and stakeholders across Aetna and the broader enterprise. This leader will be expected to transform and modernize how Service Operations is enabled, creating greater consistency, scalability, accountability, and transparency across the organization.

Success will require a leader who can translate strategy into execution, lead significant change, influence across organizational boundaries, and bring together people, process, technology, data, and external partners to improve operational performance.

Key Responsibilities

Lead the transformation and continued evolution of the Service Operations enablement model, ensuring capabilities, resources, and processes are positioned to support current and future business needs.

Develop an integrated Strategic Workforce Planning and Workforce Management capability and center of excellence supporting core Service Operations functions.

Develop and execute the BPO strategy and drive performance optimization across a complex global vendor ecosystem, including five primary vendor partners operating across multiple geographies.

Establish consistent operating standards, governance, performance expectations, and accountability across internal teams and external partners.

Leverage data, analytics, and operational insights to identify performance opportunities, address root causes, reduce manual effort and vendor dependency, and improve decision-making.

Lead operational and management reporting, performance monitoring, analytics, and continuous improvement capabilities.

Lead Productivity Incentive Program Management and identify opportunities to improve efficiency, productivity, quality, and overall operational performance.

Lead program teams supporting SOX and SOC1 regulatory and fiduciary controls and ensure effective governance and operational compliance.

Provide oversight of the Aetna risk management plan and associated mitigation strategies.

Ensure appropriate regulatory compliance and risk mitigation across Service Operations, including CMS, state, and federal requirements.

Optimize the Service Operations real estate and facilities portfolio to support evolving workforce and operational strategies.

Build strong partnerships with Service Operations leaders and cross-functional stakeholders across the enterprise, using influence and collaboration to drive alignment and execution in a highly matrixed organization.

Lead significant organizational and operational change, effectively engaging stakeholders, navigating competing priorities, and driving sustainable adoption of new processes, capabilities, and ways of working.

Build, develop, and lead a high-performing team, creating clarity and accountability while fostering collaboration across organizational boundaries.

Qualifications

15+ years of progressive leadership experience in service operations or a health plan or insurance environment.

Knowledge of the payor operational landscape will be highly valued

Demonstrated success leading large-scale operational transformation and change, including evolving operating models, processes, capabilities, and ways of working.

Strong experience operating in a highly matrixed organization, with the ability to influence senior leaders and drive alignment across functions without direct authority.

Deep understanding of healthcare operations and customer, member, and/or provider service environments.

Experience leading operational enablement capabilities, including strategic workforce planning/workforce management, BPO and vendor management, operational performance, analytics and reporting, quality, and continuous improvement.

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