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CVS Health•Augusta, ME

About The Position

The Operations Manager is a member of the CVS/pharmacy Store Management team, responsible for driving store execution and performance and building customer loyalty through excellent service. Under the supervision of the Store Manager, this role helps maintain an engaged and productive store team through leadership, initiative, and example. The Operations Manager supports the Store Manager in the overall leadership and strategic operation of the store, including store management and policy implementation, sales and inventory management, staffing, training and employee development, financial management, and customer service leadership. This position is not part of the Retail Management Development Program and is not eligible for direct promotion to Store Manager. The role also performs pharmacy-related functions: engaging customers about their health, medications, and relevant CVS services; following applicable laws, regulations, standards, ethical principles, and company policies to protect patient safety and privacy; coordinating medication-order workflows; maintaining accuracy and balancing quality with efficiency; resolving medication and insurance concerns with pharmacy teams and others; and developing clinical, technical, and insurance knowledge. Registration must be obtained and maintained according to local and state pharmacy regulations. Depending on role and location, COVID-19 vaccination may be required, subject to applicable law and accommodation provisions.

Requirements

Deductive reasoning ability.
Advanced analytical skills.
Computer skills.
Advanced communication skills.
Leadership, supervision, and influencing skills.
Ability to work a full-time flexible schedule, including some early morning, overnight, and weekend shifts; work overtime as needed; and respond to urgent store issues.
Must be registered and maintain registration according to local and state pharmacy regulations; requirements vary by state.

Nice To Haves

Experience as a retail manager or supervisor.
High school diploma or equivalent preferred, but not required.

Responsibilities

Lead store crew members and work effectively with them.
Supervise, assign, and direct store crew activities.
Communicate information to store crew and supervisors openly and in a timely manner.
Support the Store Manager with action plans for operational and service improvement.
Assist customers with questions, problems, and complaints, and promote CVS customer service practices by greeting customers, offering help, and thanking them.
Engage customers about their health and medications, and appropriately educate them about CVS services and products.
Prioritize customer needs, show care and empathy, and ensure customer satisfaction.
Follow applicable laws, regulations, professional standards, ethical principles, and CVS policies and procedures to ensure patient safety and protect privacy and security.
Follow pharmacy workflows and understand workstations including Pick-Up, Drop-Off, Drive-Thru, and Production; manage own responsibilities while assisting the team as needed.
Balance quality and efficiency, maintain accuracy, and meet workflow and inventory management goals.
Identify and resolve potential problems so customers can obtain their medications when needed; collaborate with pharmacy teams, medical staff, insurance companies, and customers to resolve medication or insurance concerns accurately and promptly.
Seek opportunities to expand clinical, technical, and insurance knowledge using available tools and training resources.
Contribute to individual and team goals and remain flexible to changing schedules and business needs.
Support store management, policy implementation, sales and inventory management, staffing, training and development, financial management, and customer service leadership.
Maintain pharmacy registration as required by local and state regulations.