Senior Manager

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. THIS ROLE IS HYBRID TO A CVS CORPORATE LOCATION Position Summary The Senior Manager, Retail Pharmacy Operations Process Innovation will lead a team focused on retail pharmacy workflow improvement and process innovation for our retail pharmacy business. You will oversee the valuation, training, pilot, deployment, and change management for enhancements to the retail pharmacy workflow, ultimately improving the overall retail pharmacy experience. Key responsibilities will include field and store execution support for significant workflow challenges tied to key company initiatives and regular collaboration with cross-functional teams to deliver operational excellence in rolling out new programs requiring support across multiple stakeholders. This role will oversee the development of a strategic roadmap that will ultimately reduce the manual work required by pharmacy colleagues when filling a prescription and provide more visibility and self-service options to patients via Omnichannel offerings (ex. Digital app, phone system/IVR). You will lead a team of colleagues and develop talent within the Pharmacy Operations team to promote engaged, high-performing individuals. Additionally, the Senior Manager will be responsible for contributing to routine working teams, Steer Cos, and initiatives that cross business units to find synergies in how we work and reduce friction for our store teams. The position is an exciting opportunity to work across the CVS Health Enterprise to transform the patient and colleague experience and better support our store colleagues. The role will suit someone who enjoys challenging the status quo and has strong leadership, interpersonal, communication, and analytical skills, as well as a real passion for delivering results and helping others. Responsibilities Strategic Planning- 30% Establishing a clear, prioritized activity roadmap that successfully delivers the company's ambitions, including changes in IT systems, workflow, policies and/or processes with appropriate collaboration across multiple stakeholders. 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 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 Retail SVPs. Excellent written and oral communication skills-strong presentation skills required. Assigns appropriate timelines and accountabilities for items, empowering the team to drive action steps to completion. Leverages thought partners (Senior leaders, corporate partners, peers, team, etc.) as needed to create and revisit the strategy. Navigates ambiguity and change to achieve goals despite potential obstacles. Creates strategies that continuously improve our programs and/or processes that drive service and productivity improvement Aligns the team to establish, update and maintain a clear set of actions across retail including interdependencies needed to achieve overall goals. Follows up on strategic initiatives and KPI performance Champions innovation by bringing ideas to the team and leadership in an agile way, while balancing growth against financial risk and incremental cost to the organization Evolution and Maintenance of Retail Store Operations Processes/Procedures- 40% Own the coordination, best practices and execution of store workflow /Rxconnect initiatives and day to day support for identified store operations processes, levering cross-functional partners for support Develop, execute, and maintain short and long-term initiatives to improve day to day retail store operations processes, both IT and non-IT, embedding our strategy as an integrated part of how we work. Support the team in helping colleagues navigate store operations processes and changes, answering questions from colleagues, patients, and leadership Continuous Learning: Keeping up-to-date with the latest store process innovations to enhance skills and knowledge, involving appropriate stakeholders to update processes and communicate changes to the field and store teams. Collaboration: Work collaboratively with broader Retail Store Operations team to contribute to overall engagement, development and success Stakeholder Influence and Change Management- 20% 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 Provides both constructive and appreciative feedback on ideas and key initiative Looks for ways to break through implementation barriers rather than be impeded by them. Establishes and enforces policies and procedures that promote ethical behavior, compliance, and best practices. Cross-Functional Collaboration: Facilitates 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 Culture & Talent Development- 10% Responsible for leadership development, succession planning, and driving engagement programs for the teams you oversee. Ensures the development and mentorship of the next generation of leadership talent. Creates a culture centered on inclusion and well-being. Caring for our colleagues is a top priority, which translates to caring for our customers. Promotes a high-performance culture by clearly setting goals and expectations. Acts as a trusted coach and mentor for team to develop and support IDPs for high potential talent Leverages existing enterprise tools, such as talent profiles and enterprise development programs, to develop talent. A successful candidate will have a strong work ethic, be a self-starter, and able to be highly productive in a dynamic, collaborative environment. The ideal candidate will have the following knowledge / skill / ability: Highly responsible and accountable for building strong business value Consistently leads by example and contributes to overall team success Expertise leveraging MS Office Suite, including advanced Excel and Powerpoint capabilities Familiarity with IT implementation processes and extensive knowledge of retail pharmacy operations and workflow Skill In: Strong executive presence and business acumen Superior ability to influence without authority and build relationships quickly and to align multiple stakeholders to a common goal and hold teams accountable for delivering results Excellent verbal and written communication skills, including presenting to large audiences and senior leaders Balancing, coordinating, and executing multiple competing priorities across multiple stakeholders Delegation and assignment of responsibilities within a project to appropriate stakeholders Framing complex problems and developing solutions that address multiple interests with minimal guidance or direction Identifying risk and mitigation strategies to ensure success Using critical thinking and strategy to balance multiple stakeholder needs Demonstrating strong attention to detail and follow through with commitments Ability to: Translate vision and strategy into actionable timelines and produce successful outcomes Navigate ambiguity and change to achieve goals despite potential obstacles Exhibit model professional behaviors that are consistent with collaborating with senior leadership and that demonstrate a strong bias for inclusion, collaboration, building trust, driving for and delivering results as well as supporting innovation and change Continuously accept feedback and where appropriate, create thoughtful recommendations to streamline operational processes, involving appropriate stakeholders where needed for alignment 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, develop, and execute short- and long-term goals Required Qualifications 8+ years of experience leading cross-functional teams and initiatives with a high degree of complexity 8+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions 8+ years influencing with and without authority 8+ years leveraging data to support strategic plans and return on investment 8+ years experience working with a team to prioritize work based on skills, needs, timelines, etc. 8+ years experience engaging and inspiring a team to reach optimal business outcomes together Preferred Qualifications Knowledge of RxConnect and Omnichannel systems (click apply for full job details