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VP Operations

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Woonsocket, RI

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Job Title : VP Operations Job ID : 801101BR Location : RI - Woonsocket Street Address : 1 CVS Drive Category : Pharmacy Operations - Retail Description : Job DescriptionAs a customer-centered organization we are seeking a leader to collaborate in developing the customer and colleague experience in alignment with our purpose to help patients on their path to better health, position CVS Health as a Pharmacy Innovation company and contribute to business growth through innovating our service model to attract customers, payors and providers to choose CVS/pharmacy. A primary objective will be to partner cross-functionally with senior leaders in Field Management, Human Resources, Marketing and other stakeholders to define, develop and execute the overall customer experience strategy, translating customer and colleague needs into operational strategies to differentiate the in-store experience. This leader will leverage colleague engagement and customer service data to operationalize colleague-driven solutions to service challenges in our pharmacies. Key outcomes will be to grow the business by driving customer satisfaction, creating deep customer loyalty, differentiating our service compared to the competition, improving customer retention and partnering with Marketing to support new customer acquisition. Success will be measured by script growth, customer satisfaction, customer retention, and new customer acquisition. This leader will also collaborate on strategic efforts in partnership to define the roles of our ~600 District Leaders, 9600 Pharmacy Managers and 70,000 technicians with a goal of supporting business growth through driving colleague engagement, improved colleague retention and flawless execution of our service and clinical programs. In addition to innovation in the customer and colleague experience the role will be responsible for program management of critical pharmacy services such as immunizations and relationship management with Field Management and business stakeholders across the CVS Health enterprise to support business outcomes.1. Define an industry-leading pharmacy operations customer service roadmap, identifying short and long-term strategies for winning customer hearts and minds; gain alignment across key enterprise leaders in the organization around strategy, measurement, and ROI; implement the service roadmap via revolutionary change management plans.2. Lead cross-functional initiatives to define key colleague needs (and related drivers of customer service); assess changes needed and influence key stakeholders to align on a strategy to impact colleague engagement as a critical driver of customer service in retail pharmacies3. Foster two-way dialogue with Field Management to gain insights and drive business results, building a framework to harvest the most innovative and transformative ideas from the colleagues who operate closest to our business day in and day out.4. Drive business value through innovation and continuous improvement of existing programs (e.g., Flu); constantly scan the market for competitive threats and opportunities for growth5. Partnering with peers across the CVS Health enterprise to drive growth; ensure strong mutually beneficial relationships with key stakeholders and leverage to build the business through steady innovationRequired Qualifications1. Demonstrates a deep understanding of the retail pharmacy business and healthcare marketplace2. Thinks and acts strategically, is able to diagnose and implement solutions for complex problems3. Experience leading a large team and working in a matrix environment to accomplish outcomes4. Develops talent and builds high performing teams5. Impacts and influences senior leadership, peers and colleagues through coherent business cases6. Possess exceptional executive presence, strong written and verbal communication skills7. Has a growth mindset and is accountable to deliver exceptional outcomes consistentlyPreferred QualificationsMBA/MA/MS preferredEducationBachelor Degree requiredBusiness OverviewCVS 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 SUPPLEMENTFederal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please ****. For technical issues with the Virtual Job Tryout assessment, ****. Please note that we only accept resumes via our corporate website: ****

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