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Digital Retail Customer Experience & Operations, Senior Director

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Job ID: 595379BR
Business Area: CVS Health
Primary Location: RI ‒ Cumberland
Job Type: Full Time
Job Category: Digital, Senior Management
Clinical Licensure Required: N/A
Location Code OF393
Position Summary:
CVS Health is pursuing a bold digital agenda aimed at transforming health care and pharmacy leveraging new/emerging information digital technologies and channels. We see digital technologies as a key tool to helping people on their path to better health and empowering the consumer to navigate the world of pharmacy care and manage their chronic conditions. The company is committed to a transformational digital investment profile to create unmatched consumer experiences, both online and in our stores. In support of our new strategic agenda, we are looking for great people to complement the strong team we've got already. This is a great opportunity for anyone excited by the opportunity to lead a customer experience and digital operations team that will run alongside some serious digital innovation aimed at driving business growth and also changing the face of health care in this country.

As the Senior Director, Retail Digital Operations and Customer Experience, you will play a critical leadership role accountable for creating, implementing, and managing digital processes and best practices that ensure a high quality customer experience across all retail digital touch points and interactions. In this role, you are responsible for driving a measurable improvement the retail digital customer experience, management of retail digital release processes, support for scheduled deployments along with the detection, triage and resolution of issues negatively impacting the customer. Additionally, you will work proactively and cross-functionally to identify and execute upon opportunities to continuously improve existing processes and experiences with the goal of improving the overall quality and experience for CVS/pharmacy digital customers.

To achieve this, you will lead and develop a team to work closely with members of digital product management, IT development and production support, testing and QA, client implementations and support functions, as well as a range of additional digital, business, operations, and other leaders to ensure quality execution and communication as well as expedient resolution of issues. Accordingly, defining and then following standard processes and best practices in concert with other individuals and groups will be critical to success.

In particular, you will have to implement new protocols and systems to ensure rigorous operational monitoring and oversight, SOP and process workflow development, quality assurance and control, and continuous process improvement. As such, this person has to be passionate about being engaged in the details of delivery, implementation testing and ongoing monitoring and needs to lead in a highly effective manner cross-functionally to achieve shared objectives and grow a team of leaders underneath them to support this transformation.

Specific responsibilities for this role include:

Core Digital Operations Strategy and Execution / End to End Customer Experience Management
  • Establish and institute new processes and best practices to govern issue identification, impact definition, prioritization, and resolution leveraging reporting on operational, satisfaction, and business metrics
  • Provide support and oversee planned deployments and issue resolution
  • Support deployment process either as part of scheduled monthly releases or more frequent “hot fix” deployments and oversee communications, issue resolution and deployment follow-up
  • Resolve ad-hoc issues and work to improve process to identify, prioritize and resolve issues as they arise; serve as liaison with other departments until issue resolution is complete
  • Functions with a hard-core operations mentality and demonstrates highly effective cross-functional leadership to manage, communicate, and resolve issues with urgency
  • Partner with digital product development and product management teams as well as IT partners to ensure processes, roles and responsibilities, and execution for user acceptance testing, QA, and content administration and management are extremely high quality
  • Support complex and diversified portfolio of projects and digital properties
  • Continuously identify opportunities to improve upon standard practices
  • Refine and develop operations processes that continually enhance, improve and proactively monitor and measure health and performance
  • Effectively reduce issues backlog including prioritization based on business impact and identify best approach to manage ops processes going forward
  • Evaluate operations approach and identify improvements for prioritization, automation, improved communications and more efficient processes
  • Establish detailed KPIs and metrics to track and report on performance and team effectiveness, and then transform these data into insights and strategy
  • Understand how operational metrics (e.g. website performance) are performing, and identify opportunities to optimize in part utilizing benchmarks from other CVS Health assets and relative to consumer expectations
  • Provide strong advocacy for protecting and enhancing the customer experience with Digital, IT and retail operations leaders that ensures timely identification and resolution of issues
Digital Customer Satisfaction Measurement and Improvement
  • Participate actively and authoritatively within the retail digital organization as a champion for the customer.
  • Own the overall retail digital customer satisfaction measurement strategy.
  • Identification of satisfaction improvement opportunities and prioritization.
  • Drive overall satisfaction improvements by working working directly to resolve known issues and performance problems and working cross functionally to influence changes to existing and planned digital experiences to improve the overall experience.
Organizational Influence and Team Development
  • Engage a wide range of executives as well as business and technology partners through:
  • Passionate, inspired leadership
  • Energetic partnering and relationship development across the organization
  • Regular impactful communication of progress and impact
  • Develop ongoing change-management programs to ensure organizational alignment and support for all Digital operations initiatives and opportunities
  • Develop and lead a world-class team who partners cross-functionally with business, operational, and IT partners in order to deliver quality outcomes and rapid issue resolution

Required Qualifications:
  • 5+ years of experience in a Digital environment
  • 2+ years of experience in complex release management
  • 10+ years of experience in team building and leadership involving, direct, indirect and non-reports
  • Demonstrated analytical and quantitative skills, including the ability to use hard data and metrics to formulate assumptions and back up recommendations

Preferred Qualifications:
  • Experience in digital product development, product management, content management and administration, and/or operations including experience with SDLC, including testing and QA a plus

  • Bachelor’s degree, preferably in engineering, business, technology, or similar fields
  • Master’s degree in business, finance, statistics or related field a plus

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 AA EEO CVS Health

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:
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