Job Description As the Senior Manager on the Pharmacy Operations In-Store Experience team, you will be passionate about improving the customer and colleague experiences via improvements and product innovation of our IVR and Phone systems. Ultimately, these enhancements must drive customer service improvement while minimizing call volume for in store colleagues and deliver improved customer adoption of patient care programs to drive script growth.
Specifically, you will own and lead the strategy across all phases of new process development, with particular emphasis on opportunity identification, solution ideation & design, testing, and implementation. You will lead and contribute to quantitative / qualitative analyses,critical communication development to both field and internal leadership,business case development, and cross-functional project management.
You will balance strong Team leadership and teamwork skills, as well as analytical and communication skills. In addition, you should be able to independently interact with and influence a wide range of senior stakeholders and demonstrate a proven track record of delivering results.
In order to manage the defined responsibilities,the Senior Manager of Pharmacy Operations In-Store Experience will be responsible for leading a team of 2-3 direct reports.
Required Qualifications Minimum of Bachelor’s Degree and 3+years of Operational Processes Innovation, Product Development,
or related experience
At least 3+ years of experience identifying and defining business problems and issues, and developing strategic, analytical, and financial frameworks to conduct analysis and/or measure success
1+ years of experience managing a team, directly or indirectly
1+ years of experience assessing complex processes to identify areas for improvement for business impact Preferred Qualifications Possesses both analytical and creative problem-solving abilities; able to identify solution types that are both evolutionary and highly disruptive
Ability to develop high performing teams, key talent, and manage staff
Ability to drive efficient and effective planning processes by implementing and upholding a strong project management discipline across boundaries
Ability to influence at all levels – up to and including Executive Vice Presidents.
Excellent written and oral communication skills-strong presentation skills required.
Proficiency in working with data to develop measures and metrics that yield actionable insights to business owners, and lead / conduct / support first-level analyses to identify underlying drivers of new trends
5-8 years of related experience
Experience with leading change management and training activities
Knowledge of current IVR and Phone systems Education Bachelor's degree required Business Overview
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.
CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW
and EEO IS THE LAW SUPPLEMENT
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking EEO AA CVS Health
CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.
For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: https://jobs.cvshealth.com/