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:

CVS Health is on a mission to transform healthcare.  With a shared purpose to bring our heart to every moment of your health, we are building new ways to care for our communities, leveraging our brick-and-mortar footprint of 10,000 stores.  At the heart of this strategy lies the privileged relationships between our colleagues and our customers.  As we seek to simplify a complex healthcare system for the patients we serve, while providing meaningful work that differentiates us from other retail employers, empowering our people plays a critical role to business success.   

The Senior Manager of Pharmacy Workflow Innovation Operations will couple their passion for innovating experiences with their growth mindset to continue to transform retail pharmacy. This individual will oversee innovation of processes related to the upfront intake of prescription workflow. They will focus primarily on translating identified opportunities to improve customer service, colleague engagement, and efficiency into new programs, tools and processes that can be integrated into, or expand upon, the retail pharmacy operating model. The day-to-day experience of the role will vary - aligning key stakeholders and team leadership, conducting root cause analyses, developing hypotheses and executing analyses on complex issues related to retail pharmacy. This position requires strong collaboration skills as it is necessary to work cross functionally and influence our store teams, field leadership, internal business partners, and external vendors. This position will routinely interact with many of the following groups:  Product Development, Pharmacy Operations, Regulatory, Legal, Quality & Safety, Field Leadership and Enterprise partners. The ideal candidate will have strong communication skills and the ability to impact and influence, including external vendors and industry relationships in forums such as NCPDP. In addition, the individual must be able to independently interact with and influence a wide range of senior stakeholders and demonstrate a consistent track record of delivering results. To be successful, the ideal candidate must also be a strong developer of talent and consistently demonstrate a growth mindset.

Primary Job Duties & Responsibilities:

Strategic Planning – 30%

• Establishing a clear, prioritized activity roadmap that successfully delivers the company’s ambitions, including changes in workflow, policies and/or processes across our ecosystem 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 strategizes that continuously improve our programs and/or processes that drive service and productivity improvement
• Leads and participates in meetings/calls with corporate partners and retail executives
• 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 own VP & SVP as well as the broader Retail Leadership Team 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 – 20%

• Building new processes to innovate our workflow model
• Creates checks and balances to maintain processes and ensure outcomes including meeting expense and capital budgets
• 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 - 30%

• 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
• Look for ways to break through implementation barriers rather than be impeded by them.
• Establishing and enforcing policies and procedures that promote ethical behavior, compliance, and best practices.
• 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
• Measures retention and key performance indicator results on an ongoing basis and provides recurring readout to senior leadership in partnership with cross functional business leads
• Leverages a results-oriented mindset, using metrics to monitor improvements
• Develop and manage a standardized set of views that are used to internally monitor macro-level trends and key drivers of each                            

Culture Talent Development – 20%

• Leadership: Providing guidance, direction, and support to teams and departments to ensure smooth operations and optimal performance.
• Responsible for leadership development, succession planning, and driving engagement programs for the teams you oversee. Ensure development and mentorship of next generation of leadership talent.
• Creating a culture centered on inclusion and well-being will be a key responsibility in this role. 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.
• Act as a trusted coach and mentor for team to develop and support IDPs for high potential talent
• Leverage existing enterprise tools, such as talent profiles and enterprise development programs, to develop talent.

Skill In:

• Strong executive presence and business acumen
• Superior ability to influence without authority and build relationships quickly
• 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
• Influencing without authority to align multiple stakeholders to a common goal and hold teams accountable for delivering results
• 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 (e.g., patient, customer, executives, business owners, enterprise)
• 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
• Responsibility for new store openings, store closures, and management of both processes

Required Qualifications

• 8+ years of total business experience
• 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
• Any additional tasks as directed by supervisor or manager
• Highly responsible and accountable for building strong business value
• Consistently leads by example and contributes to overall team success through a positive
• Expertise leveraging MS Office Suite, including advanced Excel and PowerPoint capabilities
• Familiarity with workforce management processes and extensive knowledge of retail business operations, including pharmacy
• Regular and reliable attendance during normal working hours, as established by the leader
• Travel requirements – up to 25% travel expected

Preferred Qualifications

• Masters degree
• 10+ years of total business experience
• 10+ years of experience leading cross-functional teams and initiatives with a high degree of complexity
• 10+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions
• 10+ years influencing with and without authority
• 10+ years leveraging data to support strategic plans and return on investment
• 10+ years experience working with a team to prioritize work based on skills, needs, timelines, etc.
• 10+ years experience building high-performing teams
• 10+ years experience engaging and inspiring a team to reach optimal business outcomes together
• Advanced knowledge of workforce management processes and extensive knowledge of retail business operations, including pharmacy

Education

Bachelors degree, or equivalent experience

Pay Range

The typical pay range for this role is:

$82,940.00 - $182,549.40

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.  This position also includes an award target in the company’s equity award program. 
 
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

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.