Digital Retail Customer Experience & Operations, Senior Director Posted May 11
CVS Health , Cumberland, RI
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CVS Health is pursuing a bold digital agenda aimed at transforming health care and pharmacy leveraging new/emerging information digital technologies and channels. We see digital technologies as a key tool to helping people on their path to better health and empowering the consumer to navigate the world of pharmacy care and manage their chronic conditions.

The company is committed to a transformational digital investment profile to create unmatched consumer experiences, both online and in our stores. In support of our new strategic agenda, we are looking for great people to complement the strong team we've got already. This is a great opportunity for anyone excited by the opportunity to lead a customer experience and digital operations team that will run alongside some serious digital innovation aimed at driving business growth and also changing the face of health care in this country.

As the Senior Director, Retail Digital Operations and Customer Experience, you will play a critical leadership role accountable for creating, implementing, and managing digital processes and best practices that ensure a high quality customer experience across all retail digital touch points and interactions.

In this role, you are responsible for driving a measurable improvement the retail digital customer experience, management of retail digital release processes, support for scheduled deployments along with the detection, triage and resolution of issues negatively impacting the customer. Additionally, you will work proactively and cross-functionally to identify and execute upon opportunities to continuously improve existing processes and experiences with the goal of improving the overall quality and experience for CVS/pharmacy digital customers.

To achieve this, you will lead and develop a team to work closely with members of digital product management, IT development and production support, testing and QA, client implementations and support functions, as well as a range of additional digital, business, operations, and other leaders to ensure quality execution and communication as well as expedient resolution of issues. Accordingly, defining and then following standard processes and best practices in concert with other individuals and groups will be critical to success.

In particular, you will have to implement new protocols and systems to ensure rigorous operational monitoring and oversight, SOP and process workflow development, quality assurance and control, and continuous process improvement. As such, this person has to be passionate about being engaged in the details of delivery, implementation testing and ongoing monitoring and needs to lead in a highly effective manner cross-functionally to achieve shared objectives and grow a team of leaders underneath them to support this transformation.

Required Qualifications:
- 5+ years of experience in a Digital environment
- 2+ years of experience in complex release management
- 10+ years of experience in team building and leadership involving, direct, indirect and non-reports
- Demonstrated analytical and quantitative skills, including the ability to use hard data and metrics to formulate assumptions and back up recommendations

Preferred Qualifications:
- Experience in digital product development, product management, content management and administration, and/or operations including experience with SDLC, including testing and QA a plus

- Bachelor’s degree, preferably in engineering, business, technology, or similar fields
- Master’s degree in business, finance, statistics or related field a plus

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