Senior Manager, Performance and Quality

CVS Health•Woonsocket, RI

4d•Remote

About The Position

The Senior Manager, Performance and Quality leads proposal development and formal client responses for the account and coordinates responses to client, external, and government audits. The role turns complex contract, pricing, performance-guarantee, and operational requirements into accurate, persuasive, timely submissions, ensuring commitments and audit responses are supported, traceable, and clear. Within Finance and Contract Compliance, the position connects proposal commitments to performance and quality review through audits and corrective action, and project-manages account implementations and changes. The role manages the proposal lifecycle for renewals, RFPs, RFIs, client-requested program and benefit-change proposals, and contract amendments. It partners with account, executive, Finance, Legal, Clinical, and Operations leaders to develop messaging and confirm pricing and contractual commitments. It also develops standardized proposal and audit-response practices, supports contract negotiations, and leads project planning for implementations and account changes. The position owns audit request intake and coordination, evidence production and review, secure submission, and record retention. It maintains corrective-action plans for known contract breaches, coordinates formal client CAP processes, tracks findings and closeout against contract timelines, and reports recurring performance and quality themes to leadership. This is a remote role; the ideal candidate will live in the Eastern Time Zone.

Requirements

7+ years of work experience.
Experience managing end-to-end proposal or RFP responses for complex healthcare or PBM clients.
Experience planning, executing, and delivering work across concurrent deadlines and owners.
Proficiency with Microsoft Excel, Word, PowerPoint, SharePoint, and proposal content-management tools.
Bachelor's degree or equivalent experience.

Nice To Haves

PBM, health plan, or government program experience, including implementations or vendor transitions.
Experience coordinating audits, regulatory requests, or evidence-based client reviews.
Experience validating pricing, performance-guarantee, or contract commitments in proposals.
Proposal management or project management certification.

Responsibilities

Develop proposal strategies and response plans for renewals, RFPs, RFIs, client-requested program and benefit-change proposals, and contract amendments.
Manage proposals and formal client responses end to end, from requirement intake through final review and delivery.
Partner with account, executive, Finance, Legal, Clinical, and Operations leadership to define messages and value propositions and confirm pricing, performance-guarantee, and contract commitments are accurate and approved.
Write clear, persuasive, client-ready narratives and executive communications, and represent the team in client meetings about proposals and deliverables.
Lead project management for implementations and account changes, including new programs, vendor transitions, and benefit or system changes.
Build and manage project plans for RFPs, renewals, contract amendments, client deliverables, implementations, major account changes, and audit responses, including timelines, milestones, owners, and dependencies.
Plan for compressed client turnaround times and escalate at-risk items early.
Research client needs, program developments, and market and competitive trends to inform proposal strategy and recommendations.
Implement standardized templates, content libraries, style guides, and quality checklists for proposals and audit responses, and train contributors to use them.
Support contract negotiations during RFPs and amendments by coordinating redlines and negotiating items with Legal and leadership, and documenting decisions and approvers.
Own the audit request log and coordinate intake, scoping, ownership, and evidence production for client, external, and government audits, including third-party audits triggered by performance-guarantee escalation provisions.
Review audit responses and evidence packages for completeness, reconciled amounts, and clarity; coordinate secure submission and retain final versions.
Maintain internal corrective action plans for known contract breaches and lead responses when clients invoke the formal CAP process.
Track audit findings, management responses, fixes, and closeout against contract timelines, and report recurring performance and quality themes to leadership.
Produce proposal and client-response calendars, project plans, content standards, commitment and negotiation logs, audit logs and evidence standards, CAP and corrective-action trackers, audit closeout packages, and leadership status summaries.