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Position Summary
The Senior Manager, Partner Relationship Manager serves as the primary liaison between Aetna business organizations, Centers of Excellence (COEs), and strategic outsourcing partners. This role is accountable for supplier governance, performance and compliance oversight, operational risk management, and strategic vendor relationship leadership across Aetna operations.
The individual acts as a trusted advisor to business leaders and supplier executives, ensuring vendor partnerships support Aetna's operational, regulatory, financial, and member experience objectives. This position drives governance, oversees vendor compliance activities, supports sourcing initiatives, manages escalations, and provides strategic consultation throughout the vendor lifecycle.
Key Responsibilities
Strategic Vendor Relationship Management
- Serve as the single point of contact for assigned Business Partners and Centers of Excellence (COEs) regarding supplier strategy, performance, and governance.
- Act as the primary relationship manager and consultant for strategic supplier partnerships supporting Aetna operations.
- Build and maintain strong executive-level relationships with supplier leadership and internal stakeholders.
- Provide guidance to business owners regarding vendor capabilities, risks, contractual obligations, and performance expectations.
- Facilitate Business Partner and Supplier Owner forums to ensure alignment on priorities, initiatives, and operational performance.
Vendor Governance & Performance Management
- Lead supplier governance programs to ensure alignment with CVS Health and Aetna operational objectives.
- Conduct and facilitate:
- Quarterly Business Reviews (QBRs)
- Executive Governance Meetings
- Monitor supplier performance against contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, and member experience goals.
- Provide SLA consultation and guidance to internal business partners during vendor engagements and performance discussions.
- Develop corrective action plans and oversee remediation efforts for performance gaps or service concerns.
- Analyze operational trends and identify opportunities for continuous improvement and operational excellence.
Supplier Lifecycle & Sourcing Support
- Support new supplier onboarding, implementation, and operational readiness activities.
- Lead governance activities associated with new or expanded vendor implementations.
- Partner with Procurement, Legal, Compliance, and Business Leadership teams to ensure successful supplier transitions and expansions.
- Co-lead Requests for Proposal (RFPs) for assigned Centers of Excellence and business organizations.
- Provide consultation regarding vendor selection criteria, evaluation methodologies, and supplier due diligence activities.
- Review contract terms and conditions and provide guidance to business stakeholders regarding supplier obligations, service commitments, and governance requirements.
Issue Resolution & Escalation Management
- Serve as the primary escalation point for significant supplier service issues, operational disruptions, quality concerns, and member experience risks.
- Coordinate cross-functional response efforts involving Operations, Compliance, Procurement, Technology, and Supplier Leadership.
- Ensure timely resolution of critical incidents and implementation of sustainable corrective actions.
- Communicate operational risks, impacts, and mitigation strategies to senior leadership.
Compliance, Risk & Regulatory Oversight
- Ensure supplier adherence to CVS Health, Aetna, CMS, HIPAA, Medicare, and applicable regulatory requirements.
- Support and oversee supplier activities related to:
- Third-Party Risk Governance (TPRG)
- Internal Risk Questionnaires (IRQ)
- Regulatory Assessments
- Compliance Reviews
- Medicare Requirements
- Coordinate and manage supplier participation in:
- Medicare Audits
- Regulatory Surveys
- Attestations
- FDR (First Tier, Downstream, and Related Entity) Reviews and Audits
- Partner with Compliance, Audit, and Risk Management teams to address findings and remediation activities.
- Support internal audits involving supplier performance, controls, governance, and regulatory compliance.
- Monitor supplier compliance with business continuity and operational resiliency requirements.
Information Security & PCI Governance
- Ensure vendors maintain required security, privacy, and data protection standards.
- Manage supplier compliance documentation and certifications, including:
- PCI Compliance
- Attestations of Compliance (AOCs)
- Information Security Assessments
- Risk Management Documentation
- Oversee collection, validation, and maintenance of current PCI certification and AOC documentation for suppliers processing payment card information.
- Collaborate with Information Security teams to address supplier risk findings and remediation plans.
Voice of Business & Supplier Engagement
- Communicate Enterprise Supplier Performance Review (ESPR) survey results with suppliers and business stakeholders.
- Facilitate discussions regarding opportunities for performance improvement and partnership effectiveness.
- Develop action plans with suppliers to address feedback received through business satisfaction surveys and governance channels.
- Promote a culture of transparency, accountability, and continuous improvement across the supplier ecosystem.
Required Qualifications
- 7+ years of experience in vendor management, supplier governance, outsourcing operations, healthcare operations, procurement, or strategic sourcing.
- relationships within healthcare payer operations.
- Strong understanding of:
- CMS requirements
- HIPAA
- Third-Party Risk Governance (TPRG)
- First Tier, Downstream and Related Entity (FDR) oversight
- Supplier audit and compliance frameworks
- Experience leading governance programs for large-scale service providers supporting claims, customer service, provider services, care management, or pharmacy operations.
- Demonstrated success managing executive-level stakeholder and supplier relationships.
Preferred Qualifications
- Achievement of supplier SLA, KPI, quality, and compliance targets.
- Experience managing domestic and global BPO
- Successful execution of governance forums, QBRs, and business reviews.
- Reduced supplier-related operational and regulatory risk.
- Timely resolution of escalations and service disruptions.
- Successful completion of audits, assessments, attestations, and compliance reviews.
- Positive business partner and supplier relationship health scores.
- Effective implementation and expansion of strategic vendor partnerships supporting Aetna's business objectives.
Some domestic and international travel required.
Pay Range
The typical pay range for this role is:
$67,900.00 - $199,144.00
This 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.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Skills Required
- 7+ years of experience in vendor management, supplier governance, outsourcing operations, healthcare operations, procurement, or strategic sourcing
- Relationships within healthcare payer operations
- Strong understanding of CMS requirements
- Strong understanding of HIPAA
- Strong understanding of Third-Party Risk Governance (TPRG)
- Strong understanding of First Tier, Downstream and Related Entity (FDR) oversight
- Strong understanding of supplier audit and compliance frameworks
- Experience leading governance programs for large-scale service providers supporting claims, customer service, provider services, care management, or pharmacy operations
- Demonstrated success managing executive-level stakeholder and supplier relationships
- Experience managing domestic and global business process outsourcing providers
- Experience executing governance forums, quarterly business reviews, and business reviews
- Experience achieving supplier SLA, KPI, quality, and compliance targets
- Experience reducing supplier-related operational and regulatory risk
- Experience resolving escalations and service disruptions
- Experience completing audits, assessments, attestations, and compliance reviews
CVS Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CVS Health and has not been reviewed or approved by CVS Health.
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Healthcare Strength — Health coverage includes medical, dental, and vision plans, plus no-cost preventive care and virtual primary and mental-health services. Wellness offerings extend to MinuteClinic programs, gym discounts, and multiple no-cost counseling sessions.
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Wellbeing & Lifestyle Benefits — Wellbeing resources such as confidential counseling, 24/7 support, fitness programs, and employee discounts are presented as part of a broad package. Education assistance, tuition reimbursement, and options to earn certain degrees with no out-of-pocket tuition further enhance total rewards.
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Retirement Support — Retirement programs include a 401(k) savings plan with possible employer matching and an employee stock purchase plan. Financial coaching and related tools are highlighted to support long-term financial security.
CVS Health Insights
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
