Manager, Drive Thru Customer Experience

CVS Health•Woonsocket, RI

22h•$66,330 - $145,860•Onsite

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. The Drive Thru Customer Experience Manager owns the customer experience workstream within the broader drive thru portfolio, shaping the roadmap, priorities, and day-to-day support for how patients are triaged and served in the pharmacy drive thru. This role is accountable for advancing customer experience improvements that reduce friction, reduce transaction time, increase throughput, and improve Net Promoter Score (NPS) at one of the most important and time-sensitive touchpoints in the patient journey. Working within the broader drive thru strategy and transformation roadmap led by the senior leader, this manager translates portfolio priorities into experience-focused solutions that work reliably in the lane. Data insights and real-world execution are central to this role. The manager leverages transaction data, wait-time and throughput metrics, prescription insights, and patient feedback to help define and refine customer experience routines, queuing approaches, and service enhancements based on factors such as prescription status and type, lane availability, payment tender, and whether pharmacist intervention is required. Using this analysis, the manager advances and tests experience improvements that help patients move through the lane faster and more predictably, while ensuring clinical and service quality are never compromised in the pursuit of speed. This role serves as a critical thought partner to Retail Store Operations, Pharmacy Growth, DDAT, Legal, Compliance, Field Leadership, Marketing, and vendor partners, working across the enterprise to develop and support customer experience solutions that meet patients’ prescription needs before and when they arrive at the drive thru. This includes influencing proactive patient messaging, supporting prioritization approaches for patients who are on their way, and informing CVS app enhancements so more needs are resolved digitally. Success requires strategic thinking, cross-functional partnership, and strong operational discipline to advance the customer experience roadmap within the larger drive thru transformation portfolio. This leader brings our values to life every day: caring, innovating with purpose, being accountable, and prioritizing safety and quality.

Requirements

5+ years of experience in retail or pharmacy operations, customer/patient experience, or a similar business model
5+ years of experience owning a customer experience strategy or roadmap and leading cross-functional projects from planning through execution
5+ years of experience improving operational processes and driving measurable gains in speed, throughput, or satisfaction in a fast-paced environment
Experience shaping proactive customer messaging or digital/app experiences to reduce friction and resolve needs earlier
Experience partnering with cross-functional teams such as Digital, DDAT/IT, Analytics, Pharmacy Growth, Legal, Compliance, Retail Store Operations, and vendor partners
Strong communication and influence skills, with the ability to align partners and drive field adoption of new experience solutions
Proven ability to lead through ambiguity and support large-scale operational change
Advanced skills in Microsoft Office Suite, including Excel, PowerPoint, Word, and Outlook
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, customer/patient experience, or a related environment
Direct experience with pharmacy operations, drive thru, or high-volume service-lane environments
Experience with queue management, routing/triage logic, or throughput optimization
Experience partnering with Digital/product teams to influence app or customer-facing digital enhancements
Experience developing executive-ready business cases and readouts tied to experience, throughput, and financial outcomes
Experience leading field adoption of new customer experience tools, processes, or programs
Experience using analytics and reporting tools to evaluate operational performance and identify improvement opportunities
Retail field or store experience

Responsibilities

Own the customer experience roadmap within the broader pharmacy drive thru portfolio, with clear goals for reducing friction, reducing transaction time, increasing throughput, and improving NPS
Provide day-to-day operational support for drive thru customer experience and triage, helping stores resolve issues quickly and keep patients moving through the lane
Use data and insights to inform customer experience improvements in how patients are queued and served based on prescription status and type, lane availability, payment tender, pharmacist intervention required, and other factors
Partner across the enterprise to advance customer experience solutions that meet patients’ prescription needs before and when they arrive at the drive thru
Influence proactive patient messaging and CVS app enhancements to resolve needs earlier in the journey and reduce friction at the lane
Monitor drive thru performance and patient feedback to identify friction points, root causes, and opportunities for continuous improvement
Design and lead pilots and test-and-learn efforts for customer experience enhancements, defining success measures and scale recommendations
Build strong partnerships across Pharmacy Growth, Legal, Compliance, DDAT, Retail Store Operations, Field Leadership, and vendor teams to enable aligned, efficient delivery within the broader drive thru transformation roadmap