Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

Job Purpose and Summary:

Bring your heart to CVS Health- Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Store Operations strives to maintain industry-leading prescription fulfillment processes and tools in our pharmacies across the country.

As a Retail Pharmacy Operations – Product Strategy and Retail Pharmacy Core Processes, Manager, you will be responsible for supporting our customers and pharmacy teams as well as driving strategy and process innovation across multiple key pharmacy workflow areas. Specific areas of focus will be inventory processes, reimagining how our pharmacy colleagues credential within workflow, and drug product information within our fulfillment system. The ideal candidate will have a strong background in pharmacy operations, customer service, and technology integration.

Your scope of responsibilities will more specifically include the following:

• Design, test and learn, and implement new initiatives / product enhancements that will improve the pharmacy store colleague experiences and address customer needs

• Collaborate with cross-functional teams, including IT, digital teams, other pharmacy operation teams, and other stakeholders to deliver high-impact solutions

• Lead across all phases of new product development, ranging from initial business case development through launching solutions to our customers and colleagues.

• Develop and prioritize a robust backlog of opportunities to improve product area and inform strategic roadmap (including in-store observations, collecting field feedback, analyzing opportunities value cases, competitor analysis, etc.)

• Support our pharmacy colleagues and core retail business via monitoring and addressing tickets raised by our pharmacy colleagues as well as monitoring internal reporting related to inventory processes and drug product management.

This position requires strong analytical and operational skills, including the ability to understand and simplify complex systems and processes, and the ability to quickly develop insights to inform a broader strategic roadmap. You will independently interact with and influence a wide range of senior cross-functional partners and need to demonstrate a proven track record of delivering results.

Primary Job Duties & Responsibilities:

Strategic Planning – 25%

• Leads, across all phases of new product development, ranging from initial business case development through launching solutions to our customers and colleagues.

• Develops and prioritizes a robust backlog of opportunities to improve product area and inform strategic roadmap (including in-store observations, collecting field feedback, analyzing opportunities value cases, competitor analysis, etc.)

• Facilitates the creation of field facing materials with cross-functional Communications partnership for key touchpoints such as:

• Sr Leader Field meetings

• Leadership conferences

• Quarterly field calls

• Partners with Senior Manager to communicate plans, risks, and opportunities from working team up to executive leadership.

• Supports the Senior Manager in developing an effective communication strategy for alerting both internal and external leaders of anticipated changes, partnering with communication as needed

Delivers Results – 20%

• Continually evaluates performance against category KPIs and identifies opportunities for improvement to Senior Manager based on performance vs. forecast.

• Leverages a results-oriented mindset to assign appropriate timelines and accountabilities for initiatives, projects and deliverables. Empowers the team to drive action steps to bring to completion.

• “Inspects What They Expect” – routinely inspects and monitors key processes and functions; institutes improvement measures as needed; holds team accountable to KPIs and deliverables.

• Optimizes and level sets expectations with stakeholders by partnering closely with Retail Pharmacy Operations leaders, Retail Field Leadership, IT, digital and our portfolio managers to ensure appropriate levels of support and collaboration.

• Works cross-functionally with CSC partners to develop strategies and action plans to mitigate identified risks and opportunities tailored to the specific needs of pharmacy business unit, as needed.

• Optimizes use of data to support execution of key programs and processes; ensures feedback is incorporated by team into dashboards and reporting to improve utilization and effectiveness.

Tactical Project Execution – 20%

• Designs test and learn and implements new initiatives/product enhancements that will improve the pharmacy store colleague experiences and address customer needs.

• Collaborates on the creation of strategic roadmaps and playbook to support managing retail pharmacy operation strategy, at the direction of the Senior Manager or Lead Director, balancing short term execution with long term strategies.

• Partners cross-functionally, within own team, to leverage outputs of current reporting tools and coordinate communications as needed.

• Executes on tactical steps within project plans with minimal support.

• Executes a prioritized roadmap that successfully delivers the company’s ambitions, including changes in products, policies and/or processes across our ecosystem.

• Leads and participates in meetings/calls with corporate partners and retail executives.

• Follows up on strategic initiatives and KPI performance

Ad-Hoc Analysis – 20%

• Supports reporting and analysis for deep dive/follow up questions related to current state of retail pharmacy operations with focus in inventory processes, drug information, and defect management.

• Translates data insights into meaningful insights and actions.

• Supports our pharmacy colleagues and core retail business via monitoring and addressing tickets raised by our pharmacy colleagues as well as monitoring internal reporting related to patient profiles and e-prescribing

Stakeholder Influence and Change Management – 15%

• Collaborates with cross-functional teams, including IT, digital teams, other pharmacy operation teams, and other stakeholders to deliver high-impact solutions

• Leverages data, insights, and analytics to influence stakeholders and makes recommendations as appropriate

• Fully embraces organizational improvement initiatives, acting as a change agent with one’s own team and peers and partners

• Cross-Functional Collaboration: Facilitating collaboration between different departments to promote a cohesive and integrated approach to achieving organizational goals.

• Drives change agility in self, team and network.

• Leverages a results-oriented mindset, using metrics to monitor improvements.

• Develops and manages a standardized set of views that are used to internally monitor macro-level trends and key drivers of each

Required Qualifications

• 5+ years of business / consulting experience OR equivalent experience working in retail pharmacy or healthcare operations

• 5+ years’ experience engaging and inspiring teams to achieve both short-term, and long-term goals.

• 5+ years’ experience influencing without authority.

• 5+ years’ experience leveraging analytical skills to synthesize data to help inform a broader strategic roadmap

• 5+ years’ experience working with cross-functional partners to deliver products that improve the patient experience

• 3+ years of experience developing business cases, launching prototypes, and turning abstract ideas into scalable solutions

• Ability to quickly learn about and become a subject matter expert in new processes and make meaningful recommendations for how they can be improved

• Ability to make decisions / recommendations under pressure and consistently deliver results on tight timelines

• Ability to develop content and present to senior leadership and cross-functional partners with a high degree of autonomy

• Experience building and presenting business cases to address complex business problems, requiring multi-phased strategies to accomplish goals

• Demonstrated growth mindset and willingness to learn and accept feedback

• Demonstrated tracked record of building out leadership decks that have strong narratives supported by data

• Proven track record of high performance

• Expertise leveraging MS Office Suite, including advanced Excel and PowerPoint capabilities

• Regular and reliable attendance during normal working hours, as established by the leader

• Any additional tasks as directed by supervisor or manager

• Travel requirements – up to 10% travel expected, based on needs of the business

Skill In:

• Self-directed requiring little direction

• Leverages a continual improvement mindset to create simplicity and improve the colleague and customer experience.

• Strong interpersonal skills as demonstrated by successful collaboration to achieve shared goals.

• Strong time management skills, evidenced by experience being accountable to multiple deliverables on staggered deadlines.

• Strong personal integrity and judgment, evidenced by a track record of managing highly sensitive or highly visible business matters.

• Strong communication skills in both formal and informal writing and speech

• Demonstrating strong attention to detail and follow through with commitments.

Ability to:

• Deliver high quality professional communications, presentations, responses and analyses on a wide range of requests by working quickly, independently and with minimal direction.

• Communicate clearly to small and large groups internally and externally to lead complex projects to completion.

• Collaborate cross functionally with leaders and colleagues’ enterprise wide to solution, implement, and drive results.

• Plan and execute short- and long-term goals.

Preferred Qualifications

• 8+ years of business / consulting experience OR equivalent experience working in retail pharmacy or healthcare operations

• 8+ years’ experience engaging and inspiring teams to achieve both short-term, and long-term goals.

• 8+ years’ experience influencing without authority.

• 8+ years’ experience leveraging analytical skills to synthesize data to help inform a broader strategic roadmap

• 8+ years’ experience working with cross-functional partners to deliver products that improve the patient experience

• 5+ years of experience developing business cases, launching prototypes, and turning abstract ideas into scalable solutions

• Experience in Retail Pharmacy

• Experience leading a high-performing team preferred

• Knowledge of change management techniques a plus

• Experience in Excel, SQL, and Tableau

• Experience in creating playbooks and risk mitigation strategies.

• Advanced degree

Education

Bachelors degree, or equivalent experience

Pay Range

The typical pay range for this role is:

$66,330.00 - $145,860.00

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.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)

We anticipate the application window for this opening will close on: 01/31/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.