Lead Director, Workforce Performance – Incentive Strategy

CVS Health Careers

. Serve as the enterprise owner of Service Operations' workforce performance and incentive strategy for a large non-exempt operational workforce .

Posted 10/30/2026full-timeHartford • Connecticut • United StatesSenior💰 $100,000 - $231,540 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in developing and executing workforce performance strategies, incentive program management, and operational analytics. Proven ability to influence executive leadership and drive organizational change while establishing governance frameworks and performance measurement standards.

Highest-signal resume keywords

Workforce Performance StrategyIncentive Program ManagementOperational AnalyticsGovernance FrameworksChange Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Workforce Performance MeasurementProduction-Based Performance ProgramsOperational ExcellenceData IntegrationPerformance Management FrameworksFinancial AccountabilityBusiness TransformationAnalytical CapabilitiesPerformance StandardsWorkforce Optimization

Soft Skills

Influencing Executive LeadersTeam DevelopmentStakeholder EngagementCommunicationMentoring

Tools & Technologies

WorkdayBusiness Intelligence ToolsPerformance DashboardsWorkforce AnalyticsPayroll Systems

Industry Keywords

Service OperationsCustomer ServiceHealthcare OperationsClaims ManagementShared Services

About the role

Key responsibilities & impact

Serve as the enterprise owner of Service Operations' workforce performance and incentive strategy for a large non-exempt operational workforce
Lead implementation, governance, and ongoing evolution of a production-based incentive model
Develop and execute a multi-year workforce performance strategy and roadmap
Establish performance measurement frameworks balancing productivity, quality, accuracy, customer outcomes, and financial performance
Advise Vice Presidents, senior operational leaders, and functional executives
Lead executive business reviews and provide actionable performance insights and recommendations
Establish governance structures, policies, standards, and controls for performance measurement and incentive administration
Oversee executive reporting, performance scorecards, workforce analytics, and performance dashboards
Partner on budgeting, forecasting, accrual oversight, payout governance, and executive reporting
Lead technology partnerships with HR Technology, Workday, Payroll, and reporting teams
Drive automation, data integration, reporting enhancements, and process standardization
Develop and execute change management, stakeholder engagement, communications, training, and adoption strategies
Lead, develop, and mentor a team responsible for program operations, governance, analytics, reporting, and stakeholder support
Build organizational capability in workforce performance measurement, incentive program management, and operational analytics

Requirements

What you’ll need

10+ years of experience leading large-scale workforce performance, incentive compensation, operational excellence, productivity management, workforce strategy, or business transformation initiatives
Significant experience designing, implementing, and optimizing production-based performance programs within complex operational environments
Demonstrated success influencing executive leaders and driving large-scale organizational change
Experience managing enterprise programs with significant financial accountability and measurable business impact
Strong analytical capabilities, including experience leveraging workforce performance data, operational metrics, and business intelligence tools
Experience partnering across Operations, Finance, HR, Payroll, Technology, and executive leadership teams
Proven ability to establish governance frameworks, performance standards, and scalable operating models
Experience leading and developing high-performing teams
Experience within large-scale service, operations, customer service, healthcare operations, claims, or shared services organizations preferred
Experience with Workday and enterprise workforce performance, payroll, or incentive administration platforms preferred
Expertise in operational productivity measurement, workforce optimization, and performance management frameworks preferred
Experience leading enterprise transformation initiatives impacting large frontline or non-exempt employee populations preferred
Bachelors or equivalent experience required

Benefits

Comp & perks

CVS Health bonus, commission or short-term incentive program
Equity award program
Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs
Other resources supporting physical, emotional, and financial well-being