Manager, Customer Journey Advocacy and Trust
About The Position
This role helps drive Enterprise initiatives to reduce friction, strengthen trust, and improve outcomes at key moments in the Pharmacy Order Fulfillment Journey. The individual in this role will lead high‑impact initiatives at the intersection of customer experience, operations, analytics, and cross‑business collaboration. Success requires strong customer empathy, an entrepreneurial mindset, comfort navigating ambiguity, analytical rigor, and the ability to clearly and proactively communicate with senior leaders and partners across the Enterprise.
Requirements
- Experience owning a program or initiative end‑to‑end, from problem definition through delivery, measurement, and iteration
- Strong analytical skills, including the ability to run and interpret analyses (e.g., SQL) and translate data into actionable insights
- Proven cross‑functional leadership skills, with experience working across teams and business units to deliver outcomes
- Ability to operate effectively, thinking and acting strategically, in ambiguous, evolving problem spaces
- Excellent written and verbal communication skills, including comfort supporting senior‑leader‑level updates
Nice To Haves
- Experience in healthcare, pharmacy, retail, or other complex/regulated environments
- Experience supporting enterprise or multi‑LOB initiatives with executive visibility
- Familiarity with customer journey, fulfillment, or operational performance metrics
- Experience building business cases or using experimentation to assess impact
Responsibilities
- Lead and support projects addressing complex, high‑impact problems (e.g., return to stock), partnering across Operations, Technology, Pharmacy, and other business units to explore, prioritize, and deliver new tactics
- Identify friction points through analysis of data and customer signals; translate findings into clearly defined problem statements, requirements, and recommended actions
- Run and interpret analyses (e.g., SQL‑based) to understand performance trends, diagnose root causes, and quantify opportunity size
- Support development and ongoing refinement of initiative backlogs, balancing short‑term improvements with longer‑term strategic opportunities
- Support time‑sensitive issues by investigating problems, clarifying customer impact, and driving alignment and resolution with cross‑functional partners
Benefits
- medical
- dental
- vision coverage
- paid time off
- retirement savings options
- wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
