Manager, AI Service Operations Transformation PMO

Role Overview

At Aetna, a CVS Health company, we are transforming Service Operations through the deployment of AI, automation, and advanced workflow capabilities to drive productivity, improve colleague experience, and deliver better outcomes for members and providers.

We are seeking a Manager, AI Service Operations Transformation PMO to join the Service Operations Transformation PMO. This role will serve as a central point of orchestration across business, operations, and technology teams to drive execution, rollout, and adoption of AI-enabled capabilities across the organization.

This is not a build or engineering role. Instead, this leader will ensure AI solutions are effectively adopted and delivering measurable value—connecting business needs with technical delivery and driving outcomes in complex, fast-moving environments.

Key Responsibilities

AI Program Execution & Orchestration

• Lead end-to-end project management for a portfolio of AI and automation initiatives across Service Operations, through deployment and scaling
• Coordinate across business stakeholders, operations teams, and DDAT to ensure aligned priorities, timelines, and execution plans
• Manage multiple concurrent initiatives with complex interdependencies, ensuring work progresses with clarity and accountability
• Identify risks, dependencies, and execution gaps early and drive resolution to maintain delivery momentum

Adoption, Change Management & Value Realization

• Serve as the primary point of accountability for adoption and business readiness for AI Service Operations solutions
• Partner with operations leaders to ensure workflows, behaviors, and processes evolve alongside new technology
• Drive structured adoption plans including communications, training, and feedback loops
• Track and report on value realization and identify actions to close gaps

Business–Technology Alignment

• Translate business needs into clearly defined requirements, use cases, and success metrics for AI-enabled solutions
• Ensure technology solutions align to real operational workflows and drive intended outcomes
• Act as a bridge between operations and DDAT, maintaining clear roles and avoiding duplication of responsibilities

PMO Discipline & Governance

• Apply disciplined project management practices across all initiatives, including planning, tracking, reporting, and governance
• Develop executive-ready updates on program status, risks, and impact

What Success Looks Like

• AI solutions are not just deployed—but consistently adopted and embedded into daily workflows
• Measurable improvements in productivity, quality, and experience across Service Operations
• Clear visibility into portfolio health, outcomes, and value delivered
• Strong alignment across business and technology teams, with minimal friction or rework

Experience

• 5+ years of experience in program/project management, transformation, or PMO roles, preferably in operations-heavy environments
• Experience managing multiple concurrent, cross-functional initiatives with complex dependencies
• Exposure to AI, machine learning, automation, or digital transformation initiatives (direct build experience not required)
• Demonstrated ability to drive adoption and change management, not just delivery

Capabilities

• Strong ability to connect business needs, workflows, and technology solutions
• Comfortable operating in ambiguity and managing multiple moving parts simultaneously
• Excellent stakeholder management and ability to influence without direct authority in a matrixed environment
• Strong problem-solving skills and ability to proactively identify and resolve execution risks
• Executive-level communication skills with experience creating clear, concise updates

• Experience in healthcare, payor, or service operations environments
• Familiarity with contact center operations, claims, or member/provider experience
• Experience tracking operational KPIs
• Graduate degree in AI-related field