AVP, Service Ops - Vendor Management - Aetna

Location: City of Rochester

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

The AVP of Vendor Management for Aetna Service Operations provides strategic leadership and oversight of vendors and Business Process Outsourcing (BPO) partners delivering transactional services (claims, call center, back-office), professional services (clinical, quality, analytics, finance, language services), and advanced business analytics.

This role is accountable for developing and executing sourcing strategies, governance frameworks, and performance optimization initiatives to ensure quality, compliance, and operational excellence across multiple geographies. The AVP will manage vendor relationships, oversee onboarding and lifecycle management for 16,000 contingent workers, and drive cost savings, innovation, and data-driven insights using business intelligence tools and predictive analytics to support enterprise goals.

Major Responsibilities

• Lead governance and performance management for a broad portfolio of major vendors and BPO partners operating across numerous locations worldwide
• Oversee development and delivery of business analytics services leveraging BI platforms (Tableau, Power BI, Qlik) and predictive modeling to generate actionable insights and dashboards.
• Implement sourcing strategies, KPIs, and reporting frameworks to ensure contractual compliance, service quality, and efficiency across all vendor and BPO engagements.
• Optimize vendor and BPO spend and deliver incremental savings through negotiation, innovation, and process improvement.
• Ensure business continuity and disaster recovery plans are in place across all vendor and BPO locations; maintain regulatory and contractual compliance.
• Oversee onboarding, systems access, and training for ~16K contingent workers in Workday; ensure accurate lifecycle management.
• Partner with enterprise leaders, procurement, and vendor/BPO leadership teams to drive strategic initiatives and continuous improvement.
• Identify and recommend new business engagements, technology-enabled solutions, and analytics capabilities to enhance service delivery and customer experience.

Location:

Remote with travel internationally & domestically Qualifications

• 15+ years of progressive leadership experience in vendor management, outsourcing, or large-scale service organizations.
• Strong understanding of the payor landscape, from either a vendor perspective or within a payor organization.
• Proven success managing global vendor portfolios and BPO ecosystems, including governance, compliance, and performance optimization.
• Expert in contract negotiation and sourcing strategies, with a track record of delivering significant cost savings and operational improvements on budgets exceeding $100M.
• Strong analytics and technology acumen, including hands‑on experience with BI tools (Tableau, Power BI, Qlik), predictive modeling, and data visualization to drive insights and decision‑making.
• Deep knowledge of regulatory requirements, risk management, and business continuity planning for international operations.
• Demonstrated ability to lead large‑scale, cross‑functional teams and influence senior stakeholders across geographies.
• Familiarity with contingent workforce lifecycle management and Workday systems.
• Growth mindset with proven ability to foster agility, innovation, and talent development.

Education:

Bachelors or equivalent.

Pay Range

The typical pay range for this role is:

$ - $

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…