Manager, Innovation & Design – Retail Online Fulfillment

CVS Health•Woonsocket, RI

19d

About The Position

The Manager, Innovation & Design is responsible for developing, testing, implementing, and continuously improving CVS Health’s front store online fulfillment capabilities. The role translates customer, colleague, operational, inventory, and performance insights into a strategic roadmap that drives measurable business improvements across pickup, delivery, and ship-to-home channels. The manager partners with Store Operations, Digital, Product, Technology, Supply Chain, Final Mile, Workforce Management, Analytics, and field leadership to deliver scalable solutions. A key focus is improving order completeness by addressing inventory accuracy, replenishment, item data, workflow, and operational barriers that prevent customers from receiving full orders. The manager identifies opportunities, validates solutions in stores, measures results, and scales successful interventions across the business. Success requires strategic thinking and hands-on operational leadership, the ability to navigate ambiguity and influence cross-functional partners, and clear communication of outcomes, risks, and tradeoffs. The position is full-time, with 40 anticipated weekly hours and travel of up to 20% as business needs require. The typical pay range is $66,330–$145,860. The role is eligible for a CVS Health bonus, commission, or short-term incentive program. Eligible benefits include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources.

Requirements

At least 5 years of experience leading complex cross-functional initiatives from problem definition and business-case development through design, testing, implementation, stabilization, and continuous improvement.
Ability to navigate ambiguity and drive strategic outcomes, including defining future-state solutions, prioritizing workstreams, managing risks, and making data-driven recommendations.
Strong knowledge of retail operations and frontline workflows, and ability to translate customer, operational, and business needs into practical, scalable processes and solutions.
Experience partnering with Product, Technology, Operations, Inventory, Supply Chain, Analytics, field teams, and senior leadership.
Strong communication, facilitation, and influencing skills.
Strong analytical and project leadership capabilities, including evaluating performance data, identifying root causes, managing priorities and dependencies, and delivering measurable business results.
Proficiency in Microsoft Office Suite.
Willingness to travel up to 20% as business needs require.
Bachelor’s degree or equivalent experience.

Nice To Haves

Retail store or field operations experience and understanding of frontline workflows, execution challenges, and retail customer experience.
Experience with omnichannel and online fulfillment operations, including BOPIS, same-day delivery, ship-from-store, order management, pick-and-pack processes, and last-mile delivery.
Success improving retail inventory and fulfillment performance, including inventory accuracy, item availability, replenishment, substitutions, shelf availability, and Packed in Full metrics.
Experience developing and presenting strategic recommendations to senior leaders, including business cases, roadmaps, pilot results, research findings, and implementation plans supported by qualitative and quantitative analysis.
Experience supporting large-scale operational change and innovation, including research design, vendor partnership management, change management, field communications, training, and launch readiness.
Experience using analytics and reporting tools such as Excel, PowerPoint, SQL, Tableau, Snowflake, and generative AI solutions.

Responsibilities

Develop and execute the omnichannel fulfillment strategy and roadmap across BOPIS, same-day delivery, ship from store, Grab & Go, curbside, and emerging fulfillment capabilities.
Lead end-to-end innovation, design, testing, and implementation of fulfillment solutions in partnership with Product and Technology teams.
Improve order completeness and inventory availability by addressing inventory, replenishment, item-data, merchandising, and store-execution challenges.
Monitor performance, analyze customer and operational metrics, conduct root-cause analyses, evaluate pilot results, and implement corrective actions.
Lead cross-functional alignment and change management, supporting stakeholder decision-making, adoption, and sustainable execution of new capabilities.
Identify opportunities, validate solutions in stores, measure results, and scale successful interventions across the business.
Communicate outcomes, risks, and tradeoffs to cross-functional partners and leadership.