Job Description

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

The Manager, Product Quality Operations will be a key contributor on the Quality Standards team who will drive the execution and improvement of existing temperature monitoring and cold chain protection programs. This role will require an in-depth understanding of CVS pharmacy and Minute Clinic’s cold chain practices and will ultimately be responsible for the management of over 57k+ temperature monitoring devices across our 10,000+ Retail & Minute Clinic locations, ultimately protecting over $16B worth of inventory annually as well as $50M+ of financial, regulatory and reputation risk for the company. This individual will oversee all day-to-day operations of our temperature monitoring platform (SmartSense), provide “white glove” support to internal and field colleagues requiring assistance, design and implement continuous quality improvement efforts, and collaborate closely with our vendor to raise platform concerns, issues, and advocate for future enhancements. Management of the platform will include (but is not limited to) device configuration and troubleshooting, user management, alerting configuration, use of reporting to drive insights and actions, and the management of targeted programs to resolve key issues like offline devices, down gateways, and recurring device calibration.

The manager within this space will excel at creating simplicity and have an innovative, customer-focused mindset. They must exhibit excellent communication skills, execute as an effective individual contributor, and be able to influence decision-making by generating clear, data-driven insights. This position requires strong collaboration skills as it is necessary to work strategically and cross functionally to influence our stores teams, field leadership, and internal business partners. This position will routinely interact with the following groups: Product Integrity, Patient Safety, Inventory, Regulatory, Service Channel/Facilities, Asset Protection, Legal, Compliance, Pharmacy Operations, and Field Leadership.

Responsibilities:

COLD CHAIN MONITORING / EQUIPMENT MANAGEMENT (60%):

• Act as Subject Matter Expert for our SmartSense system for our Retail and Minute Clinic locations, understanding all aspects of device, platform, and user functionality
• Oversee the management and maintenance of our SmartSense system, including the hardware and software components
• Exhibit strong problem-solving skills to collaborate with internal partners and field teams to solve complex issues pertaining to asset/device management
• Ensure store teams are supported with the highest levels of system integrity via corporate level support on common issues such as offline nodes and down gateways
• Effectively manage requests with a varying degree of complexity and urgency that come through our centralized inbox while achieving ideal SLAs for all inquiries (24-48 hours)
• Communicate and support field manager’s and store teams’ understanding and execution of temperature monitoring requirements
• Identify, escalate, and resolve any platform-related issues that may impact our ability to effectively utilize the SmartSense solution and/or monitor temperatures effectively
• Manage field leader/store escalations related to excursions, device management, etc.

DATA STRATEGY / PROGRAM GROWTH (20%):

• Manage, execute, and develop internal & field facing KPIs that capture execution rates of key field usage behaviors within the SmartSense platform
• Utilize the reporting available to us in the SmartSense platform to extract actionable insights and develop processes that help to track & optimize field execution
• Partner with the Product Integrity team & our SmartSense contacts to critically evaluate new alerting needs, potential volumes, and develop robust pilots/roll-out plans
• Manage all existing & new field-facing documentation pertaining to the fridge/freezer space (job aids, guides, resources, etc.)
• Critically evaluate new and existing workflows and propose changes that introduce efficiencies to our cold chain management programs
• Prepare and present materials for immediate & senior leadership that pertain to large scale events, enhancements, and proposed program changes

LEADERSHIP (20%):

• Engage and inspire their direct report(s) and other team members effectively and efficiently to meet or exceed performance goals
• Hold weekly meeting(s) with direct reports to align on current performance and goals
• Act as a coach and mentor to develop the capabilities of direct reports to take on progressively higher levels of responsibility

Required Qualifications:

• 5+ years of previous work experience
• 5+ years’ experience of demonstrated success implementing and executing programs in a highly competitive environment. Relevant sectors include retail, healthcare, and pharmaceuticals
• 5+ years’ experience contributing to high-performing, successful teams
• Demonstrated passion for being a self-starter who autonomously identifies areas of improvement and drives meaningful change to impact the business.
• 5+ years’ experience actively taking on issues in a decisive manner, while keeping broader team dynamics in mind
• 5+ years’ experience working under pressure, adapting to changing dynamics in real time, and finding solutions that satisfy multiple ‘customers’ of the business
• 5+ years’ experience understanding and breaking down highly complex situations to deliver impactful solutions in real time
• 5+ years’ experience effectively demonstrating excellent verbal and written communication skills, very strong interpersonal and presentation skills
• 5+ years’ experience collaborating effectively across different business functions, different perspectives, and different styles of leadership
• Strong organization skills, ability to multi-task, prioritize work, maintain flexibility, and manage expectations while meeting scheduled deadlines
• Demonstrate ability for independent judgment, initiative and confidence to share expert opinions
• Demonstrates strong executive presence with excellent communication and writing skills
• Demonstrate competence with spreadsheets and presentation software, including knowledge of MS Outlook, MS Excel, MS PowerPoint and MS Word
• Ability to thrive in complex environments and seamlessly navigate between strategy and execution
• Strong, strategic thinking, analytical and problem-solving skills with the ability to manage the strategic vision and operational details
• Ability to manage large budgets
• Proven track record of high performance
• Any additional tasks as required by the supervisor or manager
• Regular and reliable attendance
• Bachelors degree, or equivalent experience
• Travel - Up to 10% of the time, based on needs of the business

Preferred Qualifications:

• Experience in a retail pharmacy setting, pharmacy operations, or similar experience
• 8+ years’ experience of demonstrated success implementing and executing programs in a highly competitive environment. Relevant sectors include retail, healthcare, and pharmaceuticals
• 8+ years’ experience contributing to high-performing, successful teams. Demonstrated passion for being a self-starter who autonomously identifies areas of improvement and drives meaningful change to impact the business
• 8+ years’ experience actively taking on issues in a decisive manner, while keeping broader team dynamics in mind
• 8+ years’ experience working under pressure, adapting to changing dynamics in real time, and finding solutions that satisfy multiple ‘customers’ of the business
• 8+ years’ experience understanding and breaking down highly complex situations to deliver impactful solutions in real time
• 8+ years’ experience effectively demonstrating excellent verbal and written communication skills, very strong interpersonal and presentation skills
• 8+ years’ experience collaborating effectively across different business functions, different perspectives, and different styles of leadership
• Advanced degree

Education: Bachelor's degree or equivalent experience

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