Senior Manager, Performance and Quality

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.

As the Senior Manager, Performance and Quality, you'll lead proposal development and formal client responses for the account, and coordinate the team's responses to client, external, and government audits. You'll turn complex contract, pricing, performance guarantee, and operational requirements into accurate, persuasive, on-time submissions. Every commitment and audit response you produce is supported, traceable, and clear to the client. In Finance and Contract Compliance, you'll link what proposals promise to how performance and quality are checked through audits and corrective action. You will also project-manage implementations and changes on the account.

Primary responsibilities

• Develop proposal strategies and response plans for renewals, RFPs, RFIs, client-requested program and benefit-change proposals, and contract amendments that align with account objectives and client requirements.
• Manage the end-to-end development and submission of proposals and formal client responses, from requirement intake through final review and delivery.
• Partner with account, executive, Finance, Legal, Clinical, and Operations leadership to define key messages and value propositions, and confirm that pricing, performance guarantee, and contract commitments are accurate and approved before submission.
• Write clear, persuasive, client-ready narratives and executive communications about capabilities, program results, and positions, and represent the team in client meetings on proposals and deliverables.
• Lead project management for implementations and account changes, such as new programs, vendor transitions, and benefit or system changes. Build and manage project plans for these and for RFPs, renewals, contract amendments, client deliverables, and audit responses, with 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 client 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 each decision to keep, trade, or drop an item, with its approver, so the rationale stays on record.
• Own the audit request log and coordinate intake, scoping, ownership, and evidence production for client, external, and government audits of the account, including third-party audits triggered by performance guarantee escalation provisions.
• Perform quality reviews of audit responses and evidence packages to confirm every part of the request is addressed, amounts reconcile, and the response is clear to an independent reviewer; coordinate secure submission and retain final versions.
• Maintain internal corrective action plans (CAPs) for known contract breaches, so completed fixes are documented before the client asks, and lead the response when the client invokes the contract's formal CAP process. Track audit findings, management responses, fixes, and closeout against contract timelines, and report recurring performance and quality themes to leadership.

Key deliverables

• Proposal and client-response calendar, plus a project plan for each RFP, renewal, contract amendment, implementation, and major account change.
• Proposal strategies and response plans for renewals, RFPs, RFIs, and client-requested proposals.
• Standard content library, templates, style guide, and quality checklist.
• Commitment and negotiating-items log tying each commitment and redline decision to its approver and source.
• Audit request log, scope and ownership matrix, and evidence-package standards.
• Internal CAP register for known contract breaches, plus a findings, management-response, and corrective-action tracker and audit closeout packages.
• Leadership summaries of open proposals, implementation and change status, at-risk deliverables, and audit status.

***This is a remote role, but the ideal candidate will live in the Eastern Time Zone***

Minimum qualifications

• 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 across concurrent deadlines and owners.
• Proficiency with Microsoft Excel, Word, PowerPoint, SharePoint, and proposal content-management tools.

Preferred qualifications

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