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.

Role Summary

The Lead Director, Business Change Management is the leader responsible for strategy, governance, and scalable adoption of change across not only the Connected PBM Ecosystem program but other enterprise programs. This role builds and owns the PBM-specific change management playbook, establishes rigorous standards for readiness, communications, training, and stakeholder engagement, and drives measurable adoption as solutions roll out across the Connected PBM Ecosystem and other programs.

Why This Role Now

As Connected PBM Ecosystem accelerates delivery, upstream/downstream solution impacts and release cadence require a repeatable, PBM‑specific change approach that complements enterprise change efforts and integrates with program governance. The Lead Director will institutionalize that approach, including release readiness ("release cards"), stakeholder impact documentation, and release dependencies across teams.

Key Responsibilities

Strategy & Governance

• A strategic leader who defines a clear vision and operating model for a high‑performing Change Management function, one that effectively supports a critical enterprise‑level program while also scaling to enable transformational change across the broader PBM organization.
• Define and maintain the PBM Change Management Playbook, aligned to market practices such as ACMP's method‑neutral standard (evaluate readiness, formulate strategy, develop plans, execute, and close), and ensure scalability across the Connected PBM Ecosystem program and the broader PBM organization.
• Establish governance routines (steering/decision forums, release readiness checkpoints, risk/issue escalation) and integrate with PMO/EPMO processes for portfolio visibility, prioritization, and benefits realization.

Design & Delivery

• Lead end‑to‑end change strategies for solution releases (case for change, change story, stakeholder mapping, impact assessment, risk assessment, comms plan, training, reinforcement), grounded in various change management frameworks like ADKAR (Awareness, Desire, Knowledge, Ability, Reinforcement)
• Apply fit for purpose change accelerator frameworks like Kotter's leadership accelerators (urgency, guiding coalition, short‑term wins, sustain acceleration) to mobilize sponsors and informal influencers across business and technology.
• Adopt PBM-relevant frameworks (e.g., APQC process views) and release artifacts to clarify scope, boundaries, and downstream impacts; codify "executive committee" engagement for early alignment and buy‑in.
• Develops and leads a clear post‑launch support framework to monitor effectiveness, ensure seamless transitions, and enable rapid issue resolution.

Measurement & Outcomes

• Define people‑side KPIs and dashboards (adoption, utilization, proficiency, time‑to‑adoption, sentiment/readiness, change rejection rate, training completion, and reinforcement durability) and tie them to program objectives and ROI.
• Report short‑term wins and cumulative adoption progress per release; course‑correct via data‑driven insights (readiness heatmaps, resistance prediction).

Stakeholder Engagement & Communications

• Operationalize a multi‑channel communications plan tailored to sponsors, people managers, and frontline users; enable two‑way feedback loops for transparency and continuous improvement.
• Partner with solution owners and business support leads to align changes with client‑facing experiences and internal operating behaviors.

Capability Building

• Stand up and develop an internal change capability (playbook, toolkits, templates, training, coaching) to anchor recommendations from external consulting groups and scale PBM adoption practices enterprise‑wide.
• Cultivates a continuous‑improvement culture that drives high‑quality outcomes and accelerates the adoption of sustained behavior change across the organization.

Team Leadership & Vendor Management

• Lead a team to execute day‑to‑day change activities. Manage consulting partners selectively when needed.

Required Qualifications

• 10+ years leading enterprise/portfolio change for complex, multi‑workstream programs; healthcare/PBM experience preferred.
• Bachelor's Degree in a related field or equivalent experience required.

Preferred Qualifications

• Practitioner proficiency with various change management frameworks like ADKAR and sponsor/manager enablement methods.
• Fluency in change accelerator frameworks like Kotter's 8‑Step leadership mechanics to build urgency, coalitions, and sustained acceleration.
• Strong PMO/EPMO partnership skills: governance design, portfolio alignment, benefits tracking.
• Evidence of data‑driven change measurement (adoption/utilization/proficiency metrics, sentiment analysis, rejection rate, time‑to‑adoption) and linking people‑side outcomes to program and enterprise ROI.
• Experience leading and developing teams
• Exceptional executive communication, stakeholder management, and coaching of sponsors and people managers.

Core Competencies

• Strategic Change Leadership: sets vision, codifies playbook, and drives cross‑functional adoption at pace.
• Governance & Integration: embeds change checkpoints within program governance and release management.
• Human‑Centered Design: balances empathy and clarity in communications and training; reinforces behavior change.
• Evidence‑Based Management: measures what matters; adapts based on readiness and adoption signals.
• Influence & Coalition Building: activates sponsors, change agents, and people managers to sustain momentum.

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

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 our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 02/28/2026

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