Executive Director, Internal DTC Channel Operations - Medicare

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

At Aetna, our health benefits business, we are committed to helping our members achieve their best health in an affordable, convenient, and comprehensive manner. Combining the assets of our health insurance products and services with CVS Health’s unrivaled presence in local communities and their pharmacy benefits management capabilities, we’re joining members on their path to better health and transforming the health care landscape in new and exciting ways every day.

Aetna is seeking top sales operations talent for an exciting leadership opportunity within Aetna Medicare. This Executive Director, Internal Channel Operations role will lead a core shared-services operations team and oversee the end-to-end enablement and operational performance of the Medicare internal direct-to-consumer channel.

The role has accountability for the agent enablement suite, contact center planning, workforce and campaign optimization, and the day-to-day operations supporting multiple prospect and member engagement campaigns. This leader will be responsible for developing talent, ensuring seamless and scalable operations, and building a best-in-class enablement infrastructure to support a rapidly growing channel.

Job Responsibilities

• Manage and lead a high performing agent enablement operations team that supports multiple components from data, reporting, CRM, and telephony design.

• Lead centralized process for onboarding, quality, training, education, agent support programs, process improvement, of all internal sales channels. 

• Develop functional teams and programs to support all internal sales channels.

• Oversee and lead daily operations of the call center including, but not limited to scheduling, communication, alignment, hours of operations, and the program optimization implementations.  

• Responsible for executing sales operations to ensure maximized performance across multiple KPIs including quality of operations and CMS, State, and Federal guidelines.

• Collaborates with other key business unit functions to support effective and efficient operations of the sales and membership teams.  Leads communications and alignment on operations initiatives.

• Support and ensure all components of integrated systems data elements and reporting.  Collaborates effectively across organization for analytics and the maintenance and use of the data.

• Manage and oversee team budgets and ensure cost per acquisition and retention metrics are in line with plan.

• Maximize effectiveness and efficiency operations optimizations of the sales programs and technology by leveraging capacity and productivity, among other levers, to achieve target productivity.

• Manage and develop career paths for top talent within organization, with emphasis on leadership development and performance management.

• Develop, refine, and maintain sales operations policies and procedures.

• Deploy daily operating models for front line staff to ensure effective sales operations and achievement of business results.

Qualifications

The candidate will have a strong work ethic, be a self-starter, and be able to be highly productive in a dynamic, collaborative environment. This position offers broad exposure to all aspects of the company’s business, as well as significant interaction with all the business leaders. The candidate will be expected to have the following key attributes:

• 10+ years of experience leading Sales and/or Medicare operations programs.

• 10+ years of demonstrated expertise with call center platforms, operational data, and enabling technologies.

• 10+ years of experience driving programmatic optimization, improving productivity, scalability, and operational effectiveness.

• Proven experience leading defined operations teams in support of high-growth programs, including both FTE expansion and revenue growth.

• Demonstrated success in building and scaling internal sales capabilities within insurance or payer organizations.

• Deep knowledge of Medicare products strongly preferred.

Education

Bachelor's degree or equivalent experience.

License

Insurance/Licensed Life & Health Insurance Agent (GA) is desired.

Pay Range

The typical pay range for this role is:

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.