As the Director, Retail Customer Care, you will be responsible for front end operations of the CVS Multi-dose Packaging program, a market differentiator for CVS Pharmacy. This is an instrumental leadership role, responsible for the leadership and development of an effective operations organization to support and sustain rapid growth at multiple call center locations with over 500 pharmacist and technician agents.
Excellent communication and management skills with the ability to build, develop, and lead a high-performing team are paramount to the role. Patient growth and retention will be a primary target; achieved through a seamless, defect free experience provided by the Multi-dose team. Teamwork skills and the ability to work cross-functionally with internal business partners are also critical; commonly interacting with Senior Leaders in Pharmacy Operations, Retail Pharmacy stores and the Multi-dose pharmacies.
You need to have a passion for healthcare, with customer and clinical experience. The ability to manage individual state regulatory requirements with an agile attitude that quickly responds to unpredictability, in order to meet production deadlines. A continuous improvement mindset as we further define the MDP systems and processes to build a billion dollar business and establish CVS as a leader in this highly competitive market.
- 8+ years of experience in operations and/or customer experience
- Ability to travel 25%
- Ability to lead diverse work groups in a highly professional and specialized work environment
- Knowledge of pharmacy programs and preferably RxConnect
- Strong organizational, analytical, communication and operational skills
- Strong knowledge of Microsoft Office applications; PowerPoint, Excel, Word, Access, Visio
- Experience in healthcare or the retail pharmacy business
- Possess a demonstrated results-oriented approach
- Strong analytical and problem solving skills
Bachelor's Degree or equilvant work experience
It’s a new day in health care.
Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.
We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.
CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran – we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. 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 SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.
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