Aetna Sr Dir, Service Ops in Fresno, California

Req ID: 45726BR


Leadership position within large scale business operations accountable for delivering the next generation service platform. Responsible for influencing the enterprise and other initiatives resulting in a cohesive set of priorities and deliverables.

Fundamental Components:

We are looking for an experienced (10+ years) leader with a background in driving and successfully delivering large scale service-focused initiatives and leading teams. Individual will have a proven track record taking an enterprise initiative through all phases of lifecycle (Planning->Post-implementation success measurement) while exemplifying the Aetna Way. Individual must have experience building vast networks throughout large organizations, managing vendor relationships, developing multi-year strategic plans while understand the near-term needs of the organization and team, and have an ability to set metrics and develop analytics for the future.

Experience with health carrier service solutions including Omni-channel integration, customer service technology and AGILE delivery methodology is a strong advantage. Ability to operate and influence in a fast-paced highly collaborative environment a must. Must be able to create and foster a culture of diverse thinking, collaboration and innovation.

This is the lead business role focused on replacing Aetnas current commercial service platform in addition to running the day-to-day operations and projects within the existing service platform including the Interactive Voice Response (IVR) system. Position will have approximately 20+ direct staff and 200+ resources focused on delivering the future service platform. Success in the role will be critically dependent upon meeting internal customer needs, driving change throughout the customer service organization, leading a team through a significant work effort and a period of change, the ability to measure impact and value, and ensuring continued support from senior management.


Extensive experience successfully delivering through entire life-cycle of large scale enterprise initiatives through collaboration and negotiation

Experience with healthcare service platforms and AGILE delivery methodology

Proven track record leading teams both direct and matrixed through extremely complex initiatives


The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.


Leadership/Lead significant enterprise-wide initiative/More Than 10 Years

Telework Specifications:

WAH considered if currently WAH. Hartford, Blue Bell, Harrisburg


This is a great opportunity for a seasoned leader to shape the next generation of service approach and supporting technology that will be the foundation for 2020 and beyond.

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Job Function: Customer Service