Director Customer Resolution

Walgreens • Deerfield, IL

2d • $150,000 - $240,625

About The Position

This role manages highly escalated client-facing issues within Walgreens’ pharmacy-based specialty healthcare services organization. It oversees service operations related to specialty pharmacy and home delivery, centralized client support, and prescription logistics recovery. The Director interacts directly with health plans, providers, and patients to resolve concerns quickly and ensure an exceptional service experience. The role also leads process improvement initiatives, manages high-touch client engagements, and coordinates logistics recovery with internal and external teams.

Requirements

• Bachelor's degree and at least 6 years of experience in Client Issue Resolution, or High School/GED and at least 9 years of experience in Client Issue Resolution.
• Proven success managing escalated client relationships and service operations.
• Problem-solving and decision-making skills, including the ability to prepare statistical studies and reports supporting recommendations and informed decisions.
• Strong analytical skills and experience with root cause analysis and process improvement.
• Ability to listen and elicit information effectively; strong organization, motivation, leadership, and interpersonal skills.
• Excellent communication and interpersonal skills, with client-facing experience.
• Ability to manage cross-functional teams and collaborate with logistics, clinical, and operational departments.
• At least 2 years of experience contributing to financial decisions in the workplace.
• At least 3 years of direct leadership, indirect leadership, and/or cross-functional team leadership.
• Willingness to travel up to 25% of the time for business purposes, in-state and out-of-state.

Nice To Haves

• Master's degree in business or a related area of study.
• Bachelor's degree in Pharmacy or PharmD.
• Current Pharmacy License/Registration with the State Board of Pharmacy in the state where the position is located.

Responsibilities

• Lead resolution of highly escalated client issues, including physician and patient complaints, service disruptions, and delivery concerns; serve as the primary escalation point for home delivery and centralized client service issues.
• Act as a direct liaison to health plans, patients, providers, and pharmacy benefit managers (PBMs), joining client calls to address problems and ensure clear communication and resolution.
• Support high-touch and white-glove service implementations, including coordination for complex patient populations and referrals from multiple health plans.
• Manage a team serving as the single point of contact (SPOC) for high-priority clients and medical offices.
• Manage analysis and presentation of provider satisfaction results, such as IPSOS survey data and verbatim comments, and share insights with operations to drive service improvement.
• Conduct root cause analyses for service failures and Better Business Bureau escalations, and lead process improvement efforts to prevent recurrence and improve client satisfaction.
• Oversee post-shipment recovery operations, including prescription reshipments following delivery failures; coordinate with logistics partners and pharmacy teams to ensure timely resolution.
• Track and report patient and physician satisfaction metrics and maintain service excellence against target benchmarks.

What This Job Offers

• Job Type: Full-time
• Career Level: Director