Manger, Vendor Management

CVS Health•Austin, TX

About The Position

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. The Manager role with Specialty Vendor Management has a highly visible role within the Specialty Operations, and Enterprise Leadership groups at CVS Health. Supporting Specialty Vendors, while interfacing with the multiple departments and business owners to provide Top 2 Box customer satisfaction. In this position, the Manager will use his/her proven leadership skills to leverage a diverse team to provide resources supporting call center vendors central to the operations of CVS Health. The Manager will partner with contracted 3rd party vendor operations (domestically and internationally) to: Identify effective service and operational level agreements, while proactively ensuring alignment The candidate will need to possess an operational and data acumen to be able to communicate effectively with both internal and external operational teams Establish critical key performance indicators jointly with the vendor(s), the operational business owners, and resource planning. Establish operations and reporting protocols as well as drive improved patient experience and NPS performance. Enhance & improve vendor processes, including but not limited to: reviewing or recommending innovative solutions that will positively impact our patients, general strategic planning, analysis of data, and overall operational performance deliverables. The Manager will lead or be engaged in projects to ensure that the 3rd party vendors are considered within the discovery or planning phases, have the necessary understanding of all requirements and have complete all required work as needed. There will be times that business owners need assistance with the knowledge of the 3rd party vendor's setup and operations to ensure transparency and the ability to manage CVS Health’s organizational business models with the vendor’s support. The Manager role with Specialty Vendor Management will oversee vendors operational areas, covering: General 3rd party vendor oversight and collaboration Business Strategy Planning for each vendor. Work with vendor site leadership to identify operational risk areas, & provide solutions to correct gaps Provide operational support onsite at Vendor sites when needed, i.e., Testing, Ramp, Welcome Season: Vendor onboarding / decommissioning New work transition or offshore work implementation Interface as needed with all levels of Enterprise Leadership to ensure that they are aware of vendor performance and engaged/accountable where support from their organization is paramount to vendor operation

Requirements

Minimum 5 years of experience with 3rd party vendor and/or operational performance management.
Advanced computer skills – Microsoft Project, Visio, Word, PowerPoint, Excel 365 (Advanced), TEAMs.
Demonstrated expertise in pharmacy operations, pharmacy benefit management and/or call/processing center operations.
Excellent communication skills with the ability to present complex information to various stakeholders.
Proficiency in data analysis, financial modeling, and business intelligence tools. Strong problem-solving and critical-thinking abilities.
Must be able to work independently with all levels and in every area of the Organization
Regular and predictable attendance
Colleague will be required to work mandatory overtime/extended work week when needed

Nice To Haves

Deep understating of Call center Operations
Vendor/outsourcing knowledge
Operational Health Care industry knowledge
Strong Project Management
Advanced data and reporting development (i.e., Excel (Advanced), Power BI, Tableau, R-Studio, SQL Verint, Avaya).
Knowledge of 5 why’s methodology of root cause analysis

Responsibilities

Identify effective service and operational level agreements, while proactively ensuring alignment
Establish critical key performance indicators jointly with the vendor(s), the operational business owners, and resource planning.
Establish operations and reporting protocols as well as drive improved patient experience and NPS performance.
Enhance & improve vendor processes, including but not limited to: reviewing or recommending innovative solutions that will positively impact our patients, general strategic planning, analysis of data, and overall operational performance deliverables.
Lead or be engaged in projects to ensure that the 3rd party vendors are considered within the discovery or planning phases, have the necessary understanding of all requirements and have complete all required work as needed.
General 3rd party vendor oversight and collaboration
Business Strategy Planning for each vendor.
Work with vendor site leadership to identify operational risk areas, & provide solutions to correct gaps
Provide operational support onsite at Vendor sites when needed, i.e., Testing, Ramp, Welcome Season:
Vendor onboarding / decommissioning
New work transition or offshore work implementation
Interface as needed with all levels of Enterprise Leadership to ensure that they are aware of vendor performance and engaged/accountable where support from their organization is paramount to vendor operation

Benefits

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

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