Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.The Lead Director is responsible to direct, manage and lead efforts that define and enable shared priorities for the CVS Specialty Mail Operations organization and our vendor partners. Lead a staff responsible for accomplishing goals related to vendor management, contract oversight, operational performance, data and analytics. Provides expertise, strategy and insights for operational improvements, savings opportunities, and partnerships to drive overall cost reductions and quality of care initiatives. Champion innovation while identifying vendor related opportunities and collaborations that drive value for the CVS Specialty Mail Operations.25%-50% travel may be expected for this positionThis role is responsible to:
Evaluate and manage new and/or existing vendors and solution partners to align to CVS Specialty Mail Operations' strategic direction
Develops economic or quality models to evaluate vendors
Ensure contract compliance and vendor management alongside business stakeholders in the pharmacy department
Create and maintain performance guarantee tracking, invoicing, and operational metrics on vendors
Liaison with enterprise compliance teams and ensure proper protocol and process are in place for business execution
Mitigate regulatory risk and exposure with strong operating guidelines for department
Coordinate data and analytics needs for department, working with internal data teams at CVS Health
Evaluates emerging industry trends and the strategic needs of the department as it relates to overall business objectives.
Translates strategy into defined tactics, programs/projects, priorities and timelines and ensures alignment with objectives and enterprise goals.
Participates in the development of departmental strategic plans and objectives to improve member experience goals.
Represents vendor management at internal meetings by active participation in cross functional organizational committees ensuring corporate fitness and market position.
Lead and improve the Outsourced Delivery Programs which focuses on vendor teams support of Vendor Resource Planning, Training, IT management, Contracts, Finance, Projects and other related business support areas
Responsible as the sign-off stakeholder within projects supporting vendor business areas
Lead vendor teams on deliverables. Collaborate with internal and external leadership for better organizational outcomes
Identify opportunities within vendor support areas. Understand the root cause and impacts. Apply proven business acumen for strategic and creative results.
Use communications effectively to direct audiences and proactively network with relevant stakeholders across CVS Health and Vendor Partners to advocate for CVS Health
Identify core opportunities within business model, understand the root cause and impacts, and apply proven business acumen for strategic and creative results.
Help vendors and CVS vendors refine business strategy.
ResponsibilitiesOperational performance – service levels, quality, customer satisfaction
Drive key business initiatives
Maintain adequate staffing levels based on forecasts
Identify and improve overall efficiency
Corrective action – action plans to address any service failures
Key Areas of Responsibility
CVS Specialty Mail Operations member care – Main POC, including, NPS (Customer Survey), quality, staffing, volume, service levels, and client interaction
Staffing, Hiring, and Attrition oversight for designated lines of business
Stakeholder accountability assisting the Vendor Management Project Management lead as assigned
Development of Sr. Managers, Managers, Sr. Analyst and Analyst within the Vendor Management Team and building and maintaining a high performing team:
Partner with internal teams, building relationships and overall bench strength. Fostering a culture of inclusion for our employees and others in the company
Driving overall performance by allowing and helping others to be innovative in our thought process, encouraging new ideas, and the ability to take risks without fear of failure
Building development plans and managing succession planning
Collaborating within the Vendor Management team and expanding thoughts and ideas to larger groups to join forces for larger impacts reaching members and clients
Being accountable for ourselves, our team, and our behavior, being our personal best, and encouraging others to identify ways to improve performance and adapt to change
Ensuring our staff is obsessed with our overall performance individually, as a company, and for our members and clients. Identifying with our members, clients, and internal partners allowing us to be open and receptive to feedback and change
Oversight for employee engagement reviews and improvement plans
Strategy – formulating and implementation of goals and initiatives within the organization and vendor footprint for CVS Specialty Mail Operations
Identify, analyze, and recommend new development opportunities
Set and drive metrics across various business units
Building relationships with the vendor leadership
Partner with CVS Health’s Compliance, Procurement, and Legal teams when needed
Partner cross functionally with key leaders to align on strategic decisions around goal and long-term plans
Oversight of enterprise, and departmental initiatives – contributing to successful outcomes
Assist the Vendor Management Project Manager in defining the project objective, scope, deliverables, and resources
Ensure resources are available within the Vendor Management team and Vendor support sites
Take an active part in partnering to deliver on enterprise projects
Audits - responsible for oversight of vendor audits
REQUIRED QUALIFICATIONS8 - 10 Years of Experience in Vendor Management or Operations Management.EDUCATIONBachelors Degree in related area or relevant equivalent experience is required.Pay RangeThe typical pay range for this role is:$100,000.00 - $231,540.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefitsWe anticipate the application window for this opening will close on: 08/31/2024Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.