District Training Store Manager

CVS Health•Santa Fe, NM

6d•$66,000 - $102,000•Onsite

About The Position

The District Training Store Manager Rx (DTSM Rx) plays a critical role in cultivating a culture of excellence in their District. The DTSM has ownership and oversight of the Front Store Management talent pipeline, including Store Manager-in-Training (SMIT) recruiting, interviews, and hiring recommendations, training and development oversight of SMITs across their District, and assessing SMIT readiness to operate independently as a Store Manager (promotion readiness). A subject matter expert, the DTSM mentors SMITs as well as peer Store Managers in the District. The DTSM is responsible for following up on SMD class completion within district, reviewing SMIT progression through SMIT program, monitoring and following up on SMIT training progress, and providing initial training and ongoing support to SMIT coaches. A working Store Manager themselves, the DTSM consistently exhibits best practices when working within their store, including effective communication with their store team, providing appropriate support for all departments, ensuring scheduling to needs of the business to drive colleague and customer satisfaction, and staying accountable to their home store performance, and other required activities. A model for all, the DTSM also demonstrates our Heart At Work behaviors, and sets the bar for other Store Managers by their example. Beyond standard Store Manager duties, the DTSM is responsible for leading District training and development and supporting the FS DL, specifically: • Oversight of SMIT Program o Conducts bi-weekly reviews of SMIT’s progress with SMIT Coach o Helps support FS SMD class completion within the district o Joins a weekly touchbase with FS DL to review SMIT progress and district action items o Actively assesses and develops SMIT coaches to ensure appropriate SMIT support and guidance through program o Attends weekly District calls to provide training completion updates o Communicates daily/weekly with their store team, SMIT Coaches, and Store Managers to inform about district priorities and goals; teaches Store Managers and SMITs about innovative programs coming to the district in person and/or via phone o In the normal course of observations, advocates for Store Managers and SMITs by providing additional ad hoc feedback, coaching, and support to Front Store teams where needed, and providing visibility to the District Leader of any perceived performance gaps for these colleagues • Mentoring and Development of SMITs o Conducts weekly check-ins with all SMITs o Provides continuous interactions with leaders to support SMIT Key Learning Experiences, with the ability to own the accountability for the success of these operational components that enhance the SMITs training experience o As needed, travels the district and conducting observations or “store visits” to provide mentorship, in-the-moment coaching, and feedback to aid in SMIT development and engagement o Collects, interprets, and acts on feedback from Store Managers and SMIT Coaches • Supporting the FS DL with select market needs including, but not limited to: o Collaborates with training support partners to ensure on-time completion of all FS new hire and district compliance training o Improves District-level front store performance measures (e.g., CFR, OpI, Sales, myTeamCare) by supporting District Leader with coaching Store Managers for improvement in these areas

Requirements

Retail and/or Healthcare industry knowledge
Knowledge of CVS systems (SMART, mCC, CC, Spark, WorkDay, etc.)
Knowledge of Performance Management
Knowledge of MyStore Health metrics
Skill in Training & Development
Skill in Results Orientation
Skill in Colleague Engagement
Skill in Team Building
Skill in Talent Coaching and Development
Skill in Active Listening
Skill in Customer and Community Engagement
Skill in Consumer Behavior
Skill in Negotiation and Conflict Resolution
Skill in Emotional Intelligence
Skill in Time Management
Skill in Digital Literacy
Must be 18 years of age
1+ years in Store Manager role with CVS Health or equivalent retail leadership experience
High school diploma or general equivalent development (GED) required
Pharmacy Technician licensure. State-level licensure requirements vary by state
Regular and predictable attendance, including nights, weekends, and holidays
Ability to complete required training for role within designated timeframe
1-3 years of prior relevant work experience
Ability to concentrate on a task over a period of time without being distracted
Ability to pivot quickly from one task to another to meet customer and business needs
Actively look for ways to help people, and do so in a friendly manner
Notice and understand patients’ reactions, and respond appropriately
Eagerly walks customers to products
Use and understand verbal and written communication to interact with customers and colleagues
Utilize active listening by giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Identifying challenging customer or colleague interactions and choosing the best course of action when faced multiple options: escalating to leadership as needed
Be mobile and remain upright for extended periods of time
Consistently and repeatedly lift up to 50 lbs. and/or exert up to 50 lbs. of force to move objects
Reach overhead; stretch or reach out with the body, arms, and/or legs to grasp items as needed to distribute totes or place merchandise on shelves
Stoop to a considerable degree, requiring full use of the lower extremities and back muscles to move items between low and high positions, including bending spine at the waist
Extend hand(s) and arm(s) multiple directions to place, move, or lift items
Close visual acuity to perform activities such as: viewing a computer/POS terminal or handheld device, reading, visual inspection involving small parts
Express or exchange ideas by means of spoken word where detailed or important spoken instructions must be conveyed accurately
Perceive the nature of sounds at normal speaking levels with or without correction; Have the ability to receive detailed information through oral communication

Nice To Haves

3-5 years prior relevant work experience
Associate degree or higher education
Completion of DevelopU for Leaders

Responsibilities

Partner with the FS DL to assess market talent trends/needs, identify and evaluate SMIT Coaches, and develop plans that support the District talent strategy
Support FS DL with selection, hiring, development, and/or termination of SMITs, including ensuring successful completion of SMIT program in allotted time, sound assessment of SMIT ability to independently manage a store, and recommendations for promotion to Store Manager role
As needed, travel the District to observe SMIT Coaches and SMITs and provide in-the-moment coaching; collect District-wide feedback from Store Managers on SMIT performance; interpret and deliver feedback and recognition, including targeted coaching and counseling support as needed
Communicate weekly with SMITs to cascade information relevant to them surrounding district priorities and goals
Serve as a leader and resource for the home store team, with end-to-end oversight of recruiting, staffing, hiring, training, development, performance management, and as needed, termination, for home store colleagues
Actively review business reports to derive insights into front store performance
Create and facilitate store action plans
Build profitable FS business and sales growth through training and operational excellence
Perform root cause analysis as needed to address training or business opportunities
Complete all operational tasks required of a Store Manager (e.g., merchandising, register operations, oversee inventory execution, compliance, and sales-driving business operations)
Execute required Front Store compliance policies and Front Store SOPs (Standard Operating Procedures)
Ensure healthy and effective business operations, including maintenance of store standards, stewardship of P&L, etc.
Oversee the timely and successful completion of new hire and/or role-specific training plans for colleagues across the District by regularly sharing reporting and topical market updates
Assist FS DL with follow-up and training/coaching needs
Complete all customer service duties required of a Store Manager, i.e. Lead the store team to provide differentiated customer service
Provide tailored, market-differentiated store offerings
Support wellness services (e.g., immunizations and Health Hub services)
Support customer complaint resolution
Ensure closing the loop of feedback with customers in myCustomer connection for home store; supporting SM peers in District with appropriate use of mCC
Follow-up with Store Managers and SMITs on feedback received via myCustomer Connection
Engages customers to learn about their health and medications; educates customers about CVS services and products appropriately positioning CVS as a partner in customers’ path to better health.
Focuses on the customer, keeping the customer top of mind at all times, prioritizing customer needs, displaying genuine care and empathy in all interactions, and ensuring complete customer satisfaction.
Understands and follows applicable Federal and State laws (e.g., HIPAA), regulations (e.g., OSHA), professional standards, and ethical principles; complies with CVS policies and procedures to ensure patient safety and protect patient privacy and security.
Effectively follows workflow procedures with an in-depth understanding of each workstation (i.e., Pick- Up, Drop-Off, Drive-Thru, Production) for day-to-day coordination and processing of patient medication orders; manages own responsibilities while shifting to help the team where needed.
Delivers results while balancing quality and efficiency in all tasks, maintains accuracy while consistently meeting workflow and inventory management goals.
Demonstrates compassion and care by proactively identifying and resolving potential problems to ensure customers have their medications when needed; collaborates with immediate and extended pharmacy teams, medical staff, insurance companies, and customers alike to resolve issues, ensure accuracy, and deliver timely resolution of any medication or insurance related concerns.
Actively seeks opportunities to expand clinical, technical and insurance knowledge, leveraging available tools and training resources, to develop the basic drug understanding and technical expertise needed to accurately and more effectively assist customers.