CVS Health Senior Consultant, Omni Channel Operations in Cumberland, Rhode Island

Job Description

CVS Caremark is embarking on a bold digital agenda to transform health care and empower millions of customers on their path to better health. We are creating innovative digital solutions that will make health care more accessible, more integrated and more reliable for more people, online and in our stores. We are looking for passionate, driven people who want to join a high energy and growing team to make a difference in customers’ lives and who want to be on the ground floor of digital innovation that aims to reinvent what a pharmacy and a health care company can be.

The Sr. Consultant, Omnichannel Operations will play an important role in planning and day to day execution of Omni Channel programs with a vision of bringing world class capabilities and best practices to CVS.com. The individual in this role will be driven, analytical and have a passion for customer experience and process excellence.

PRIMARY DUTIES AND RESPONSIBILITIES:

Analysis & Reporting: 40%

  • Partner with the analytics team to produce accurate, reliable, and timely information to support the Digital Omnichannel operation

  • Point person for the development and publication of key status reports/presentations and provision of key Omnichannel operations statistics as requested

  • Investigate operational issues and challenges through comprehensive data analysis using large, disparate data sets and sources

  • Present and articulate conclusions and recommendations to the leadership team as needed

Execution: 40%

  • Review operational results daily, perform diagnostics for misses and communicate performance and key insights with Operations leadership

  • Support the execution of the roadmap to enable world class omni channel capabilities and best practices

  • Support the creation and implementation of scaled operational and implementation plans for omni channel capabilities

  • Participate in operational readiness discussions with key stakeholders, including: product teams, call centers, distribution centers, Rx and store operations, logistics, technology teams and others

  • Key contact for omni channel operations issues working with product teams, call centers, distribution centers, Rx and store operations, logistics, technology teams and others

Performance Management & Process Improvements: 20%

  • Manage the backlog of issues, defects and enhancements across the program.

  • Participate in the definition and monitoring of program KPIs.

  • Apply process excellence mindset to identify root causes of poor customer experience. Contribute to plans to refine operating processes and remediate in partnership with digital and omni channel product teams

  • Contribute to the operational strategy and roadmap with a goal of delivering a best in class customer experience.Partner with product and project teams to maintain a Comprehensive Digital Roadmap. Communicate roadmap updates and impacts to cross functional team monthly

Required Qualifications

  • Experience: 2+ years of professional experience in operations and/or customer management.

  • Microsoft suite skills: Proficient use of Excel, Powerpoint, Word, Visio, and SharePoint

Preferred Qualifications

  • 5 to 8 year of related experience preferred, with a strong preference for those with Ecommerce and/or Logistics experience

  • Structured & Logical Thinking: The ability to identify and define business problems and issues, and develop analytical frameworks to conduct analysis and/or measure success; Ability to synthesize complex data from various sources, summarize and share key insights with stakeholders

  • Process oriented: The ability to comprehend and assess complex processes and workflows to identify risks and/or opportunities for improvement

  • 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

  • Initiative: Ability to think creatively and be a self-starter with limited guidance and coaching and to proactively develop and present potential solutions

  • Influence: The ability to foster effective working relations with and persuade

  • Customer first mind set, passion for improving customer experience and operational efficiencies

Education

Bachelor's Degree or equivalent experience required

Business Overview

CVS 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 at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf and EEO IS THE LAW SUPPLEMENT at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking Advice and Counsel at mailto:Advice&Counsel@cvshealth.com

CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: https://jobs.cvshealth.com/