<p>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 SummaryThe AVP, HR Enterprise Process and Quality is a strategic, cross-functional role responsible for designing, governing, and continuously improving the end-to-end HR solutions delivery processes that power the colleague experience across CVS Health. This role serves as the owner of HR solutions delivery process architecture, quality assurance, and operational excellence.This role will also be responsible for AI enablement and operational governance, spanning AI-enabled process architecture, continuous improvement, work and capability transition, intake for new work, vendor and outsourcing governance, and HR knowledge management. A key focus will be evaluating where AI and automation add value and driving measurable improvements to the colleague experience.ResponsibilitiesEnd-to-End AI-Enabled Process ArchitectureDefine the strategy and approach for HR process architecture aligned with CVS Health objectives; ensure processes are designed end-to-end rather than in functional silosPartner closely with the HR Strategy & Transformation team and applicable business strategy teams to translate enterprise HR strategy and transformation priorities into concrete process architecture, AI enablement, and delivery roadmapsServe as the process architecture lead on HR transformation programs - shaping target operating models, future-state process designs, and AI/automation blueprints that underpin strategic changeProactively identify areas for improvement and innovation within HR functions; identify, evaluate, and embed AI, automation, and agentic workflow opportunities across HR processes in partnership with the business, IT, and COE leadersLead process and AI workstreams on transformations (HCM, service model changes, M&A), connecting strategy to execution end-to-end in partnership with the HR Product Experience Lead and applicable product ownersEvaluate and recommend how HR capabilities and services should be delivered by leading buy, build, or automate analyses, and determine where outsourcing or strategic partnerships are appropriate; Guide process redesign to align with the selected delivery modelLead the execution of a harmonized strategy for end-to-end processes including associated policies and technologies (i.e., Workday/ServiceNow/AI)Identify necessary resources (people, capital, AI tools); assess opportunities against business objectives and determine creative means to implement new and innovative technical and process-based solutionsBe accountable for and drive process transformation; make key decisions related to the process, including target setting, process performance management, and financial management with a focus on reducing process costs, increasing efficiency through AI or automation, and maximizing investment returnsServe as the authoritative voice on how HR processes should operate enterprise-wide, balancing standardization with legitimate local or business-unit variationContinuous Improvement Work & CapabilityBuild, own, and deliver the enterprise HR continuous improvement (CI) roadmap, prioritized against business value, risk, and colleague experience impactLead Lean, Six Sigma, and design-thinking initiatives to reduce cycle times, eliminate defects and rework, and improve service qualityBuild HR's internal CI capability, coaching HRBPs, COEs, and HR Solutions Delivery teams on problem-solving, process discipline, and root-cause analysisEstablish a culture of continuous improvement at all levels of the organizationWork & Capability TransitionLead work transition playbooks covering process documentation, knowledge transfer, training, staffing, technology readiness, and go-live supportPartner with HRBPs, COEs, HR Solutions Delivery, and DDAT/IT to ensure new work is absorbed without degrading quality, SLAs, or colleague experienceDefine and track transition readiness criteria, ensuring each transition has clear accountability, milestones, and risk mitigation plansProvide regular reporting on transition health, progress against milestones, and post-transition stabilization to HR leadershipIntake for New WorkOwn the enterprise intake process for new HR work, including new business requests, policy changes, regulatory mandates, and service expansionsMaintain a transparent intake backlog and provide regular reporting on demand, capacity, and prioritization to HR leadershipPartner with the HR Strategy & Transformation, Corporate Strategy, and applicable business transformation teams to align enterprise projects, capabilities, and strategic priorities to HR Solutions Delivery, ensuring new work is visible, sequenced, and resourced appropriately as it enters the HR function.Establish intake governance standards including request evaluation criteria, impact assessment, and sequencing in partnership with COEs and business stakeholdersEnsure intake decisions are data-informed, balancing business urgency with operational capacity and colleague experience impactKnowledge ManagementOwn the HR knowledge management strategy and platform; ensure colleagues, managers, HRBPs, and HR Solutions Delivery teams have accurate and easy-to-find informationDefine knowledge governance: content ownership, review cycles, quality standards, taxonomy, version control, and retirementEnable AI-driven knowledge experiences by curating high-quality, structured content that can power search, chatbots, and generative HR assistantsMeasure knowledge effectiveness through usage, deflection rates, content accuracy, and user satisfactionRequired Experience15+ years of progressive experience in HR operations, HR shared services, HR transformation, or enterprise process/quality rolesDemonstrated track record of leading end-to-end HR process design, continuous improvement, and governance initiatives in a complex, matrixed organizationHands-on experience managing HR vendor relationships, contracts, and/or outsourced servicesLean Six Sigma Green Belt certification (or equivalent demonstrated experience)Hands-on experience with at least one major HCM platform and a case management / HR service delivery toolLocation:Hartford, CT or Woonsocket, RI (preferred)Open to remote: East Coast (preferred) with the willingness and ability to be in the Hartford, CT/Woonsocket, RI offices based on needs of the businessEducationBachelors Degree (Required)Pay RangeThe typical pay range for this role is:$157,800.00 - $363,936.00This 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 peopleWe 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: 06/26/2026Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.</p>