Retail Store Operations and Strategy Implementation - Senior Manager

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. Job Purpose and Summary: The Senior Manager of Retail Store Operations and Strategy Implementation will play a critical role in the implementation and maintenance of company-wide strategic service offerings and new business opportunities, primarily related to store closures, market disruption, and day to day store operations to ensure business continuity. Key responsibilities will include field and store execution support for significant Real Estate Market Disruption and Growth opportunities tied to key company initiatives, business continuity proactive preparation and response, and regular collaboration with cross-functional teams to deliver operational excellence in rolling out new programs requiring support across multiple stakeholders. This role will oversee a team intentionally dedicated to focus on store and field routines, execution of any market disruption activities tied to broader company initiatives, best practices, and responding to store and field feedback. This role will require regular collaboration with cross-functional teams to deliver operational excellence in awareness, escalation, and action based on insights of closures requiring support across multiple stakeholders. This role will oversee a team intentionally dedicated to focus on temporary store closure reporting, awareness, and action in response to reporting, requiring strong partnerships with our Retail Communications team to monitor outputs from the Store Operating Status application which documents temporary closures in Retail store locations. The Senior Manager will be responsible for building strategies to predict closures and identify trends requiring enhanced hiring and TA strategy support, aid decision making for our field leaders to minimize customer and business disruption, as well as lean in where needed to support the evolution and maintenance of store and field processes such as checklists, playbooks, and standard operating procedures. Additionally, the Senior Manager will be responsible for contributing to routine working teams, Steer Cos, and initiatives that cross business units to find synergies in how we work and reduce friction for our store teams. Primary Job Duties & Responsibilities: Strategic Planning- 40%

• Inform, influences, and is responsible for the execution of the overarching Retail temporary store closure strategy including predictive risk reporting, response plans, and decision making tools with strong coordination with Communications to bring visibility, awareness, and action to the leadership team and mitigate business disruptions
• Establishing a clear, prioritized activity roadmap that successfully delivers the company's ambitions, including changes in products, 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, requiring building playbooks, strategies, and aligning actions required across multiple teams. The sr mgr will be responsible for building the framework for what needs to be included within the overall strategy and collaborating across teams to ensure the right level of subject matter expertise, as well as execution coordination as the strategy is implemented - with each event, there will need to be confirmation and coordination across partners to ensure all steps are executed.
• 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

• Creates and executes a prioritized roadmap that successfully delivers the company's ambitions, including changes in products, policies and/or processes across our ecosystem.
• 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
• Strategizes, and ultimately owns, the coordination, best practices and execution of store closure, market disruption, and day to day store operations processes, levering cross-functional partners for support
• 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

• Develop, execute, and maintain short and long-term strategic plans for market growth and disruption opportunities, permanent hours of operation management, and day to day retail store operations processes, embedding our strategy as an integrated part of how we work.
• 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

• Develop, execute, and maintain short and long-term strategic plans for unplanned store response processes, including developing and evolving temporary store closure reporting and analytics to help target areas of risk for senior leaders and improve field awareness and response times to minimize business and customer disruption
• Leverage and adapt reporting to inform strategies to mitigate closures and identify trends where enhanced hiring and TA strategies may be needed, as well as field reeducation
• Where needed, lean in to support maintenance and adaptation of day to day retail store operations processes and procedures, embedding our strategy as an integrated part of how we work.
• 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

• Leverages data, insights, and analytics to influence stakeholders and makes recommendations as appropriate. This role will be responsible for mining the data and creating the analytics to draw the insights to provide recommendations to leadership. It will require partnering with several different teams who own the data (comms, business insights) to determine the right sources of data and determine which key measures should be included that will support prediction/action in these scenarios.
• 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, , informing recommendations to update based on learnings from workstream, highlighting store/field team barriers based on current policies/procedures and advocate to influence the updates/changes to these policies with clear recommendations as needed to support business operations.
• 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, by analyzing different performance measures across different teams and create correlations/ recommendations to which set of metrics should be monitored and which are the highest correlations to business risk which should be actioned at different levels. This will inform tactics within the response plans and playbooks to help field leaders prioritize, action, and resolve prior to escalation due to business disruption

• 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.

• Experience creating meaningful business insights through data analytics to drive action aimed at improving business outcomes
• Highly responsible and accountable for building strong business value
• Consistently leads by example and contributes to overall team success through a positive culture
• 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
• 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
• 8+ years of work experience
• Any additional tasks as directed by supervisor or manager
• Bachelors degree, or equivalent experience
• Travel requirements - up to 25% travel expected

• 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 committments

• 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

• Experience leading and executing acquisitions and market growth/disruption opportunities
• Experience in creating playbooks and risk mitigation strategies

• 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
• Masters degree