Product Strategy And Retail Pharmacy Core Processes, Manager - Retail Pharmacy Operations

Retail Pharmacy Operations – Product Strategy And Retail Pharmacy Core Processes, Manager

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. 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 healthcare 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 reimagining how our pharmacy colleagues authenticate within workflow, supporting field and pharmacy colleagues through day-to-day activities critical to pharmacy operations, and supporting internal teams as they implement new initiatives while ensuring compliance in the key areas the team oversees. 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:

Collaborate with cross-functional teams, including IT, Digital, other pharmacy operations teams, and other various 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

Support the strategy for various RxConnect changes that will transform how to operate, partnering with various teams on new initiatives. You will advocate for our pharmacy and store teams to ensure the experience is smooth, engaging, well understood, effectively implemented, and meets our pre-determined markers for success

Ensure that our pharmacy teams are compliant with any new state and/or federal changes, especially in the key areas that are overseen by the team

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

Support the creation of an inventory process roadmap and help inform the future strategy of inventory in our pharmacies

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

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

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 and effective communication strategy for alerting both internal and external leaders of anticipated changes, partnering with communication as needed

Delivers Results

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 the team into dashboard and reporting to improve utilization and effectiveness

Tactical Project Execution

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

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

Follows up on strategic initiatives and KPI performance

Pharmacy Operational Support

Support the strategies for current and future initiatives for RxConnect, whether our direct project or projects from the broader teams in the enterprise, to include but not limited to serving as a subject matter expert on RxConnect processes, assisting in driving compliance for state and federal regulations changes, providing analyses and input on decisions

Ensure that operational processes occur and stay on track that support field and store teams by maintaining compliance

Develop and maintain all tools and resources for internal teams to include SOPs, KAs, etc. and support our field, pharmacy, and internal teams through appropriate guidance and actions taken, resulting from Help Desk tickets, Retail Store Ops emails, and other inquiries

Support the investigative data requests received from various cross-functional teams such as legal, risk management, etc.

Support development of, and update to, trainings and communications as needed for successful implementation of changes

Required Qualifications

• 3+ years of business / consulting experience OR equivalent experience working in retail pharmacy or healthcare operations
• 3+ years' experience engaging and inspiring teams to achieve both short-term, and long-term goals.
• 3+ years' experience influencing without authority.
• 3+ years' experience leveraging analytical skills to synthesize data to help inform a broader strategic roadmap
• 3+ years' experience working with cross-functional partners to deliver products that improve the patient experience
• 2+ 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

Preferred 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