Lead, Supplemental Benefits Delivery & Vendor Performance

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the transition from the launch phase to stable operations.

• Establish the sustained operating model, governance cadence, ownership, decision rights, and escalation pathways.

• Oversee daily program delivery, which includes integrated planning, governance, cross-functional execution, dependency management, risk management, issue resolution, readiness coordination, and executive reporting.

• Facilitate coordination across Product, Digital, Marketing, Sales, Service, Clinical, Compliance, Technology, Analytics, Finance, Operations, and external partners.

• Ensure knowledge continuity and maintain essential program documentation.

• Prepare updates for leadership regarding program health, emerging risks, necessary decisions, and recommended actions.

• Take ownership of the integrated program plan, governance routines, RAID log, decision log, and executive reporting.

• Act as the primary operational contact for the delivery partner.

• Manage vendor performance scorecards and governance reporting.

• Track SLAs, KPIs, contractual commitments, and operating standards.

• Lead management of escalations, root-cause analysis, and corrective-action planning for vendor-related issues.

• Collaborate with Compliance, Legal, Procurement, Technology, and operations on vendor controls, reporting integrity, audit readiness, and remediation tracking.

• Own the integrated performance and measurement across enrollment, activation, utilization, engagement, service delivery, member experience, quality indicators, and costs.

• Monitor objectives, identify performance drivers, and coordinate improvement initiatives.

• Maintain a comprehensive view of the member and associate experience.

• Partner with Contact Center, Sales, Care Management, Digital, and other teams to enhance frontline processes, tools, and information.

• Identify systemic issues and drive agreed improvements through effective implementation.

• Convert operational, vendor, member-experience, and performance data into insights, trade-offs, and recommendations for leadership.

• Support product strategy, annual planning, bid development, and vendor decision-making.

• Identify applicable capabilities and practices for emerging supplemental benefits.

⛳️ Requirements

• 4-5+ years of experience in vendor or partner management, complex program delivery, product operations, or a related field.

• Proven record of owning cross-functional business outcomes.

• Capability to lead complex initiatives from implementation through stabilization and ongoing operations.

• Experience in monitoring SLAs, KPIs, contractual commitments, and/or corrective actions.

• History of driving vendor accountability and operational enhancements.

• Experience in defining performance metrics and converting operational, member, or vendor data into actionable business recommendations.

• Strong analytical and structured problem-solving abilities.

• Skilled in root-cause analysis and assessing trade-offs.

• Excellent written and verbal communication skills.

• Experience in preparing executive-level materials and recommendations.

• Ability to influence without direct authority and ensure commitments are fulfilled.

• Strong organizational judgment.

• Proficient in cross-functional teamwork and stakeholder management.

• Preferred: experience with Medicare Advantage supplemental benefits, D-SNP, SSBCI, or dual-eligible populations.

• Preferred: familiarity with CMS requirements impacting benefit operations, member communications, data usage, reporting, or vendor delegation.

• Preferred: experience in transitioning a new product, benefit, or program from launch to stabilization and optimization.

• Preferred: experience in developing vendor scorecards, QBRs, performance-governance routines, operating controls, or audit and remediation processes.

• Self-provided internet service with a minimum of 25 Mbps download and 10 Mbps upload.

• Dedicated workspace free from ongoing interruptions to protect member PHI / HIPAA information.

• Ability to work during Eastern time hours.

• Willingness to travel approximately 5-10%.

🏝️ Benefits

• Bonus incentive plan based on company and/or individual performance.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability.

• Long-term disability.

• Life insurance.

• Flexibility to work from home.

• Hybrid work options.

• Company-provided opportunities that support personal wellness and informed healthcare decisions.