CVS Health

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Advisor, Store Operations

at CVS Health

Posted: 6/17/2019
Job Reference #: 983018BR
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Job Description

Job Title :
Advisor, Store Operations
Job ID :
983018BR
Location :
RI - Woonsocket
Street Address :
1 CVS Drive
Category :
Management
Description :
Job Description
The Advisor for Customer & Colleague Experience position is a critical position within CVS’ Store Operations team. Your role would be responsible to diagnose root causes of opportunistic customer feedback, and develop new strategies and processes designed to improve the service provided to customers, including the engagement of our store colleagues in our stores every day. This includes leading the evolution of the myCustomer Connection platform, creation and implementation of new Service Transformation programs, identifying workload efficiencies specific to redefining the evolution of the checkout experience, and work with our HR partners to elevate the engagement of our store and field team members.
You will also be a part of the highly visible initiatives including the Front Store Operating Model (FSOM) evolution and Service Transformation, which will contain multiple associated work streams. You will be expected to collaborate with partners across different groups such as Marketing, Pharmacy Operations, and Human Resources to gather critical inputs pertaining to programs and to achieve shared objectives surrounding the evolution of service transformation, Front Store Operating Model, and CVS’ retail store structure.

PRIMARY DUTIES AND RESPONSIBILITIES:
- Represent the voice of the Stores and Field in regards to the optimization and refinement of existing CXM programs and tools (myCustomer Connection, Customer Follow Up, Colleague Level Reporting, etc) needed to support the service experience for our customers across 10,000+ stores
- Source and consume data points and customer feedback to provide insights to internal CSC partners as well as Field and Store Teams that will improve the customer experience
- Collaborate with partners across different groups such as Marketing, Pharmacy Operations, and Human Resources to gather critical inputs pertaining to programs and to achieve shared objectives surrounding the evolution of service transformation, Front Store Operating Model, and CVS’ retail store structure
- Create executive facing materials and be responsible for providing senior leaders with frequent formal / informal progress reports
- Identify workload efficiencies specific to redefining the checkout experience which will improve how we service our customers

Required Qualifications
3+ years of Retail Management Experience
2+ years of MS Office

Preferred Qualifications
- Highest level of attention to detail and the ability to manage multiple projects simultaneously, adjusting priorities as needed and meeting deadlines.
- Influence: The ability to foster effective working relations with and persuade.
- Process oriented: The ability to comprehend and assess complex processes and workflows to identify vulnerabilities or areas for improvement.
- Initiative: Ability to think creatively and be a self-starter and to proactively develop and present potential solutions.
- Powerful Communication: The ability to communicate effectively and succinctly with a diverse range of constituents, both verbally and on paper, and with all levels of an organization.
- Demonstrates a consistent track record of delivering results
- Proven ability to work within a climate of ambiguity, and make independent decisions impact the business from a process and service outcomes perspective
- Analytical and computer skills: The ability to proficiently use Excel, PowerPoint, and various internal data sources

Education
Verifiable Bachelor's degree or work equivalent experience

Business Overview
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.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or cvshealthsupport@us.ibm.com. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!