Aetna Exec Dir, Service Ops in Fresno, California

Req ID: 52747BR


Develops and oversees the implementation and on-going execution of the Network Strategy and Provider Experience strategic and operational business plan. Develops business area policies and procedures in support of financial, operational and service requirements for line of business or segment/region/enterprise function. Provides leadership to a significant portion of the Network Strategy and Provider Experience organization through multiple levels of managers.

Fundamental Components:

Develops and directs long-range execution of the Network Strategy and Provider Experience strategic and operational business plans and programs.

Develops, implements and monitors business plan to ensure achievement of goals and objectives across all departments.

Directs establishment and implementation of service standards for each location to ensure delivery of quality-focused, consistent cost effective service and administration.

Leads teams in multiple service center locations supporting functional areas of responsibility.

Accountable for leading staff in accordance with Aetnas standards of leadership excellence.

Establishes a clear vision aligned with company values; sets specific challenging and achievable objectives and action plans; motivates others to balance customer needs, budgets, and business success; challenges self and others to look to the future to create quality products, services, and solutions.

Develops an organization that attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together and across other business segments.

Directs any activities associated with consolidation, reorganization, outsourcing or business transitions impacting Network Strategy and Provider Experience.

Analyzes and forecasts key financial drivers and makes recommendations for adjustments to budgets and business plans through effective use of forecasting tools.

Analyzes operational practices for effectiveness and practicality, while influencing a culture which is innovative in the approach to solutions.

Collaborates and partners with Sales and Marketing, Service Operations leaders, other Network Strategy and Provider Experience leaders, and other business areas across/within the segments and regions and within other centralized corporate areas to ensure all workflow processes and interdependencies are identified and addressed on an on-going basis.

Ensures compliance outcomes are included in all plans and goals.


15+ years experience in managing high volume transaction processing, financial management, project delivery, production, systems analysis and application program development.

Healthcare experience preferred.

Customer service experience.

Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes.

Proven track record in managing large multiple, complex and integrated projects/programs/production with budget responsibility of $50 - $100 million.

Proven strong leadership skills managing large high performance teams.

Experienced working with vendors.

Demonstrated negotiation skills.


The highest level of education desired for candidates in this position is a Master's degree.


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 candidates'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