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Position Summary

The PACE team within Aetna Service Operations is adding a Senior Manager to own the integrated view across our portfolio. This role brings together reporting from every initiative and operational workstream the team tracks, along with the KPIs behind each, building a single connected performance picture on top of the inputs our workstream owners provide.

This role is the single point of contact and has accountability for consolidated reporting and forward-looking analysis across BTSS portfolios. You will build the trend view, spot gaps before they become escalations, connect movement in one workstream to impact in another, and translate what the data is telling us into a point of view that ties back to our long-term strategy. This is not a report-production role — it is a leadership and insight role, and the audience is senior and executive leadership.

Key Responsibilities

Consolidated Portfolio Ownership

• Serve as the single point of contact and have accountability for end-to-end tracking across BTSS-managed initiatives and operational workstreams, including intake pipelines and in-flight project reporting.
• Own one integrated performance view across workstreams rather than parallel, disconnected reports, and set the standard for how the portfolio is measured.
• Partner with and influence workstream owners who supply source inputs; this role assembles, reconciles, and interprets rather than replacing their work.
• Establish the operating rhythm, refresh cadence, and data governance standards for portfolio reporting.

Trending and Prediction

• Lead trend analysis over time and build forward-looking projections, including quarterly breakdowns that account for seasonality.
• Establish leading indicators that signal where a workstream is heading before lagging metrics confirm it.
• Model scenarios and quantify the likely impact of decisions, delays, and dependencies on committed outcomes and savings.

Connecting the Dots

• Surface relationships across datasets, identifying how operational volumes, service drivers, digital activity, and intake behavior move together.
• Identify gaps, blind spots, and inconsistencies in how work is measured across teams, and drive resolution to close them.
• Reconcile variances between reporting sources and business case assumptions and explain the drivers clearly to leadership.

Strategic Alignment and Influence

• Tie operational results back to long-term goals and strategy, making explicit what current performance means for future targets.
• Define, govern, and document KPIs and their measurement methodology, so metrics stay consistent across every deliverable.
• Produce and present executive-ready summaries, dashboards, scorecards, and visuals that lead with the insight and the recommended action.
• Represent the portfolio view in cross-functional forums spanning analytics, operations, compliance, communications, and technology partners.

Required Qualifications

• Experience in reporting, business analytics, or operations analysis, including experience owning recurring reporting for executive audiences.
• Experience leading complex analysis end to end — identifying trends and root causes and translating them into a clear, defensible recommendation.
• Experience with AI, Excel and data visualization tools such as Power BI or Tableau, including work with large, imperfect datasets from multiple systems.
• Demonstrated track record of influencing and driving alignment across cross-functional teams without direct authority.
• Excellent written and verbal communication skills, with the ability to present findings to senior leadership with clarity and confidence.
• Proven ability to manage competing priorities across multiple concurrent workstreams.

Preferred Qualifications

• Experience in health insurance or service operations, correspondence and communications, or fulfillment operations.
• Familiarity with SQL, AI-enabled analytics, and reporting automation.
• Experience with business case development, savings tracking, or KPI governance.
• Experience supporting large-scale transformation programs.
• Naturally curious and analytically rigorous — comfortable questioning numbers that do not reconcile and present leadership with findings they may not expect.

Education

Bachelor's degree preferred, or equivalent combination of education and relevant professional experience.

Pay Range

The typical pay range for this role is:

$67,900.00 - $199,144.00

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

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

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

We anticipate the application window for this opening will close on: 10/31/2026

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