[Hiring] Executive Director Business Operations & Strategy @CVS Health

Role Description

The Executive Director, Business Operations & Strategy is the senior enterprise leader, accountable for the strategy, financial performance, governance, quality and safety, and operational execution of Clinical Informatics and Clinical Care Delivery products initiatives across all CVS Health Care Delivery businesses. Serving as the CHIO's trusted executive proxy, this leader connects each business unit to its clinical technology strategy, and enterprise Epic and third-party contracts, and owns the relationship and stakeholder management that allows a highly matrixed organization to deliver reliably and at scale.

Executive Stakeholder & Business Partnership

• Serve as the senior executive point of contact and trusted advisor for Clinical Informatics strategy, governance, and operations across all healthcare delivery businesses, including C-suite and board-level engagement.
• Forge and maintain strategic relationships with physician executives, operational leadership, and business partners across Oak Street Health, Retail Health, Caremark, and other CVS healthcare delivery businesses, positioning Clinical Informatics as a trusted partner and breaking down silos between the team and the business.
• Serve as the key relationship owner between the Interoperability team and Clinical Informatics, developing strategy and roadmaps and representing Epic Payer Platform to external payer partners and ensuring alignment across teams.
• Translate enterprise business and clinical needs into actionable technology strategy and prioritized roadmaps that drive measurable outcomes in clinical quality, cost, patient experience, and improved safety.
• Present portfolio status, risk, and outcomes to executive leadership, enterprise Quality & Safety team, Enterprise Medical Affairs, and finance leadership as needed.
• Serves as the operational backbone of the Clinical Informatics and Clinical Care Delivery products organization as part of HCD technology.

Executive Leadership & Organizational Management

• Lead, mentor, and develop a multi-tiered organization of senior managers, managers, and safety analysts serving all CVS Business units building leadership bench strength and long-term succession plans.
• Own Clinical Informatics team growth and development, including recruiting strategy, standardized onboarding, performance management, cross-vertical training, and organizational culture for the Clinical Informatics and Clinical Care Delivery products organization, fostering accountability, collaboration, and continuous learning.
• Sustain team engagement, retention, and operational continuity through high-stakes implementation phases and significant organizational transformation.
• Drive seamless operations across Clinical Informatics and Clinical Care Delivery products ensuring coordination across teams to drive seamless intake processes for domain owners, handoffs to technical teams for build, handoff to training teams for content curation, and release cycles. This operational excellence will in turn drive transparency for executive and business stakeholders.

Enterprise Strategy & Roadmap

• Serve as the informatics strategy leader across all CVS healthcare delivery businesses, aligning each business unit's clinical technology strategy with the Epic EHR ecosystem and enterprise technology.
• Develop Business Unit strategy and lead sessions to help each business develop their Epic roadmap, prioritization and present Epic’s latest features to drive efficiency and value for the business.
• Develop enterprise strategy, maintenance and governance plans for Epic Specialty Instance, including fostering and managing relationships with Specialty Care Delivery teams.
• Lead development and syndication of the enterprise-wide Clinical Informatics strategic roadmap, building a culture of reliability, shared goals, and cross-enterprise commitment across a complex, matrixed organization.

Governance & Epic Strategic Alignment

• Own Epic strategic alignment, governance, and optimization across all Health Care Delivery business units.
• Maintain a unified enterprise pathway for business units to expand Epic AI functionality, standardize decision-making, and realize shared value from a common platform.
• Operate enterprise governance forums that keep business units, Legal, Privacy, and Regulatory partners aligned, delivering measurable value and cost avoidance.

Financial & Third-Party Management

• Hold full responsibility and accountability for the Clinical Informatics and Clinical Care Delivery products financial portfolio, including budgeting, finance, contracting, procurement, Epic cost accounting, and audit readiness.
• Manage vendor and contractor relationships, including the third-party contracts legacy data migration run-out, and serve as business owner for all Epic and tech-stack third-party contracts.

Quality, Safety & Audit

• Establish and maintain frameworks, decision forums, and standardized processes for Clinical Informatics quality and safety work scaled across all Health Care Delivery business units.
• Oversee remediation of technical, operational, and policy findings from external safety audits, including Retail Health and Caremark audit findings, and manage the Oak Street Health quality and safety audit.

AI & Emerging Technology

• Manage the Clinical Informatics portfolio for CVS AI Governance, including strategic planning of AI tools and preparation and presentation of portfolio submissions to governance bodies.
• Develop and manage AI governance for Epic and tech-stack third-party contracts including ROI, impact on provider/patient satisfaction, and ensure features meet regulatory safety standards & CVS guidelines.
• Advise executive leadership on responsible adoption of AI and emerging technologies in clinical and operational workflows relative to Epic and the EHR tech-stack.

Intake, Demand Management & Operational Delivery

• Guide implementation of a single, unified intake process for Epic EHR requests and tools across Health Care Delivery, including the transition to a common work-management platform (Rally to Jira), to track build, bandwidth, and priorities.
• Standardize how Clinical Informatics and the Clinical Care Delivery technology product teams receive work from all business units, increasing delivery velocity and eliminating cross-departmental friction.
• Lead operational readiness and go-live leadership for enterprise implementations, including multi-site clinic deployments, ensuring safe, successful transitions.

Qualifications

• 15+ years of healthcare experience, including strategic and operations and senior/executive leadership roles.
• Demonstrated experience leading multi-tiered organizations, including directors and senior managers, in a large, matrixed healthcare environment.
• Vast, hands-on knowledge of healthcare delivery.
• Experience supporting ACO, value-based care, or population health technology initiatives at an enterprise scale.
• Proven track record owning large, cross-functional, highly visible programs with multiple interdependencies and enterprise-level risk.
• Strong executive presence with a demonstrated track record presenting to and influencing C-suite, board, and physician executive stakeholders.
• Excellent problem-solving skills and experience serving as the ultimate escalation point for critical, high-pressure, enterprise-level issues.
• Familiarity with interoperability standards, population health tools, and healthcare regulatory requirements (HIPAA, MU/Promoting Interoperability, etc.).

Requirements

• Deep Epic strategy and governance experience.
• Experience with AI governance and the evaluation of AI tools in healthcare.
• Experience in Chief of Staff or executive-proxy capacity.
• Prior external speaking or industry representation.

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.

Company Description

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.