Manager, Innovation & Design – Retail Online Fulfillment

CVS Health • Woonsocket, MA

21d • $66,330 - $145,860

About The Position

The Manager, Innovation & Design on the Retail Online Fulfillment team develops, tests, implements, and continuously improves front store online fulfillment capabilities. The role turns customer, colleague, operational, inventory, and performance insights into a strategic roadmap that drives measurable business improvements across pickup, delivery, and ship-to-home channels.

This position 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. The Manager identifies opportunities, validates solutions in stores, measures results, and scales successful interventions. Success requires strategic thinking and hands-on operational leadership, comfort navigating ambiguity, the ability to influence cross-functional partners, data-driven recommendations, and clear communication of outcomes, risks, and tradeoffs.

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 in evolving environments.
• 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 effectively 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 multiple priorities and dependencies, and driving 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 customer experience in retail.
• 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 solutions.
• Proven success improving inventory and fulfillment performance, including inventory accuracy, item availability, replenishment, substitutions, shelf availability, and Packed in Full metrics in a retail setting.
• 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, launch readiness, and use of 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, aligning initiatives with customer needs, business priorities, and operational goals.
• Lead end-to-end innovation, design, testing, and implementation of fulfillment solutions with Product and Technology teams; develop, pilot, launch, and continuously improve scalable capabilities that enhance customer and colleague experiences.
• Improve order completeness and inventory availability by partnering with cross-functional teams to identify and resolve inventory, replenishment, item-data, merchandising, and store execution challenges.
• Monitor performance, analyze operational and customer metrics, conduct root cause analyses, evaluate pilot results, and implement corrective actions to improve fulfillment outcomes.
• Build cross-functional partnerships and lead change management across Store Operations, Digital, Technology, Supply Chain, Analytics, and field leadership to align stakeholders, drive decisions, support adoption, and ensure sustainable execution of new capabilities.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility
• Eligible for a CVS Health bonus, commission, or short-term incentive program in addition to base pay

What This Job Offers

• Job Type: Full-time
• Career Level: Manager