Description
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. *Position Summary* The Manager of Checkout Experience Operations is pivotal in driving the adoption of cutting-edge technology solutions, optimizing front store operations, and delivering an enhanced and seamless customer experience. As the Manager of Checkout Experience Operations, you will lead and oversee the modernization and implementation of technology solutions in the front store area for Retail Store Operations. As part of this role, this colleague will develop a comprehensive POS technology strategy for the front store, aligning it with the overall business objectives and customer experience goals. The role will involve planning and delivering technology modernization projects, which may include upgrading point-of-sale (POS) systems, implementing self-checkout solutions, integrating mobile payment options, and enhancements to streamline colleague process. You'll communicate with and travel to stores to obtain feedback from colleagues to understand current pain points and areas for opportunity. Your job will involve collaborating with various teams, such as Store Operations, IT, Marketing, Merchandising, Pricing, Promo, Compliance, Legal, and Customer Experience, and other members of Store Operations to ensure seamless integration and successful adoption of new solutions. You'll provide training and support tools for front store staff to ensure they are proficient in using new solutions and can deliver a smooth customer experience. This position follows a hybrid working schedule of three days onsite in Woonsocket, RI, and two days from home per week. Primary Job Duties & Responsibilities: Project Management * Responsible for planning, setting objectives, developing, and executing new point of sale innovation and processes. * Delivers comprehensive leadership updates regarding point-of-sale programs, outcomes, and roadmaps. * Leads the creation of essential resources including job aids, training materials, communication plans, and knowledge articles. Collaborates with key partners such as Learning & Development, Retail Communications, IT and business partners as necessary to ensure colleagues are empowered with tool and process proficiency. * Collects and analyzes data and feedback, utilizing insights to inform strategic decisions and refine processes and tools for optimal outcomes. * Collaborates with Compliance, Legal, Marketing, Merchandising and other key partners to strategize and execute the most effective deployment of new processes and systems, aligning with the overall operational strategy and enhancing the FS experience. * Travels frequently to stores to listen to feedback directly from the colleague and consumer, when appropriate, to create simplicity and support the “You asked, we listened” colleague listening strategy. Culture Talent Development * 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. * 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. Stakeholder Influence and Change Management * Drives change agility in self, team, and network * Fully embraces organizational improvement initiatives, acting as a change agent with one's own team and peers and partners. * Leverages a results-oriented mindset, using metrics to monitor improvements. * 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. * Develop and manage a standardized set of views that are used to internally monitor macro-level trends and key drivers of each * Influences with and without authority to change mindsets of leaders, develop believers in the product and explain the benefits of the solution * Crafts communications, in collaboration with the business communication team, to share highlights, updates, outcomes, and launch strategies with senior leaders, the field, and the stores. Strategic Planning * Creates robust strategies under the guidance of the Senior Manager. * Assigns appropriate timelines and accountabilities for items, empowering the working team to drive action steps to completion. * Navigates ambiguity and change to achieve goals despite potential obstacles. * Leads and participates in meetings/calls with corporate partners and retail executives. * Champions innovation by bringing ideas to leadership as well as the broader Retail Leadership Team in an agile way, while balancing growth against financial risk and incremental cost to the organization. *Required Qualifications* * 5+ years' experience working in retail, or in similar model. * 5+ years' experience building a high-performing team. * 5+ years' experience demonstrating the ability to think strategically and develop long-term plans that align with the organization's goals and objectives. * 5+ years leading project management experience leading from inception to end of project launch. * 5+ years' experience creating new process and technology solutions in a fast-paced environment (retail experience a plus). * 5+ years root cause analysis, problem solving, and operating procedure innovation that creates optimal end user experiences. * Track record of leading through ambiguity. * 5+ years' experience leveraging strong communication skills to effectively influence and collaborate with team members and key stakeholders to achieve desired outcomes. * Adaptability to work effectively in a hybrid work environment, which may include both remote and in-office work, while maintaining high productivity and communication standards. * Advanced knowledge of change management techniques to move colleagues into the adoption phase of new processes in the most streamlined way possible. * Demonstrates a high level of emotional intelligence. * Proven track record of high performance. * Advanced skills using the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). * Regular and reliable attendance. * Any additional tasks as directed by supervisor or manager. * Occasional travel, up to 25%, may be required based on the needs of the business. *Preferred Qualifications* * 8+ years' experience working in retail, point of sale solutions, or in similar model. * 8+ years' experience demonstrating the ability to think strategically and develop long-term plans that align with the organization's goals and objectives. * 8+ years' experience leveraging strong communication skills to effectively influence and collaborate with team members and key stakeholders to achieve desired outcomes. * 8+ years leading project management experience leading from inception to end of project launch. * 8+ years' experience launching creating technology solutions in a fast-paced environment (retail launch experience a plus). * Advanced skills using analytics tools such as SQL for data analysis and reporting. *Education* Bachelor's degree or equivalent relevant experience *Pay Range* The typical pay range for this role is: $54,300.00 - $152,600.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit [jobs.CVSHealth.com/benefits](https://jobs.cvshealth.com/benefits) We anticipate the application window for this opening will close on: 05/30/2024
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