Manager, Drive Thru Colleague Experience

CVS Health•Woonsocket, RI

23h•$66,330 - $145,860

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary The Drive Thru Colleague Experience Manager owns the strategy, roadmap, and day-to-day support for how colleagues are equipped and enabled to serve patients at the pharmacy drive thru. Where the patient-facing experience defines what a great drive thru feels like for the customer, this role defines what colleagues need to deliver it: the right POS integration, the right hardware and software, the right workflow, and the right staffing model. Equally a strategist and an operator, this manager sets the long-term vision for colleague enablement at the drive-thru while providing hands-on support to stores, ensuring the tools and processes designed centrally reduce effort and work reliably in the moment. A central focus of this role is how the drive thru integrates more deeply into the in-store drive-thru POS, so colleagues can service patients at the lanes efficiently and in the correct order. The manager uses colleague feedback, task-time and workflow data, and store observation to pinpoint where legacy processes, disconnected systems, or the wrong hardware slow colleagues down, then partners with key stakeholders to design, test, and refine the tools and routines that reduce that burden. The goal is a workflow that lets colleagues focus on the patient rather than the technology. This role serves as a critical thought partner to Pharmacy Growth, DDAT, Workforce Management, Learning and Development, Retail Store Operations, Field Leadership, and vendor partners. A key responsibility is strategizing the colleagues’ needs to support triage when the happy-path agentic AI solution cannot build the patient's basket or effectively triage, ensuring colleagues are positioned and ready to step in seamlessly. Success requires the blend of strategic thinking and hands-on operational discipline; the ability to see the outcome, build the plan, rally cross-functional partners, and deliver a consistently better colleague experience across the enterprise. This leader brings our values to life every day: caring, innovating with purpose, being accountable, and prioritizing safety and quality. In this role, you’ll: Own the strategy and roadmap for the drive thru colleague experience, focused on equipping colleagues to serve patients effectively and in the correct order. Define how the drive thru integrates more deeply into the in-store Drive Thru POS to streamline how colleagues service the lanes. Equip colleagues with the right hardware, software, and workflow to effectively manage the drive thru. Strategize the workforce needed to support triage when the happy-path agentic AI solution cannot build the patient's basket or effectively triage. Provide day-to-day operational support to stores on drive thru tools and workflow, resolving issues quickly to keep colleagues productive. Use colleague feedback and workflow data to identify friction, root causes, and opportunities to simplify how colleagues work in the lane. Design and lead pilots for new hardware, software, POS integration, and staffing models, defining success measures and scale plans. Build strong partnerships across Pharmacy Growth, DDAT, Workforce Management, Retail Store Operations, Field Leadership, and vendor teams. Primary Job Duties & Responsibilities: Drive Thru POS Integration & Colleague Workflow Define and optimize end-to-end drive thru colleague workflows, ensuring seamless integration with in-store POS systems. Partner with DDAT to establish business requirements, lane-ordering logic, and workflow enhancements that reduce manual effort and improve efficiency. Validate workflow and system changes through store testing and colleague feedback prior to enterprise rollout. Hardware, Software & Tooling Enablement Define and standardize the hardware, software, and tools required to support drive thru operations. Evaluate emerging technologies and coordinate deployment, configuration, and support with DDAT, vendors, and store technology teams. Monitor tool performance, reliability, and adoption, prioritizing enhancements that improve colleague productivity. Workforce Strategy & AI Triage Support Develop workforce strategies and staffing models to support AI-assisted triage and escalation scenarios. Define operating procedures, role expectations, and handoff processes between AI solutions and pharmacy colleagues. Partner with Workforce Management and Pharmacy teams to translate operational insights into scalable staffing models and best practices. Day-to-Day Support, Field Enablement & Coordination Provide operational support for drive thru tools, workflows, and systems to ensure effective store execution. Develop training, communications, and guidance to support adoption of new processes and technologies. Collaborate with Field Leadership, Pharmacy Operations, and Workforce Management to drive implementation, readiness, and continuous improvement.

Requirements

5+ years of experience in retail or pharmacy operations, store technology, colleague/frontline enablement, or a similar business model
5+ years of experience owning a strategy or roadmap and leading cross-functional projects from planning through execution
5+ years of experience redesigning frontline workflows and simplifying how colleagues work in a fast-paced environment
Experience partnering with Workforce Management or similar functions to model staffing, coverage, and skill needs
Experience partnering with cross-functional teams such as DDAT/IT, Pharmacy, Workforce Management, Store Operations, and vendor partners
Occasional travel, up to 25%, may be required based on the needs of the business

Nice To Haves

8+ years of experience in retail or pharmacy operations, store technology, or frontline colleague enablement
Direct experience with point-of-sale systems, store hardware/devices, or drive thru operations
Experience defining requirements for system integration and deploying store technology at scale
Experience with workforce planning, labor modeling, or staffing strategy in a frontline environment
Experience developing executive-ready business cases and readouts tied to productivity, colleague experience, and cost
Experience leading field adoption of new colleague tools, workflows, or operating models
Retail field or store experience

Responsibilities

Own the strategy and roadmap for the drive thru colleague experience, focused on equipping colleagues to serve patients effectively and in the correct order.
Define how the drive thru integrates more deeply into the in-store Drive Thru POS to streamline how colleagues service the lanes.
Equip colleagues with the right hardware, software, and workflow to effectively manage the drive thru.
Strategize the workforce needed to support triage when the happy-path agentic AI solution cannot build the patient's basket or effectively triage.
Provide day-to-day operational support to stores on drive thru tools and workflow, resolving issues quickly to keep colleagues productive.
Use colleague feedback and workflow data to identify friction, root causes, and opportunities to simplify how colleagues work in the lane.
Design and lead pilots for new hardware, software, POS integration, and staffing models, defining success measures and scale plans.
Build strong partnerships across Pharmacy Growth, DDAT, Workforce Management, Retail Store Operations, Field Leadership, and vendor teams.
Define and optimize end-to-end drive thru colleague workflows, ensuring seamless integration with in-store POS systems.
Partner with DDAT to establish business requirements, lane-ordering logic, and workflow enhancements that reduce manual effort and improve efficiency.
Validate workflow and system changes through store testing and colleague feedback prior to enterprise rollout.
Define and standardize the hardware, software, and tools required to support drive thru operations.
Evaluate emerging technologies and coordinate deployment, configuration, and support with DDAT, vendors, and store technology teams.
Monitor tool performance, reliability, and adoption, prioritizing enhancements that improve colleague productivity.
Develop workforce strategies and staffing models to support AI-assisted triage and escalation scenarios.
Define operating procedures, role expectations, and handoff processes between AI solutions and pharmacy colleagues.
Partner with Workforce Management and Pharmacy teams to translate operational insights into scalable staffing models and best practices.
Provide operational support for drive thru tools, workflows, and systems to ensure effective store execution.
Develop training, communications, and guidance to support adoption of new processes and technologies.
Collaborate with Field Leadership, Pharmacy Operations, and Workforce Management to drive implementation, readiness, and continuous improvement.