Senior Analyst, Product Quality Operations

CVS Health

87d • $46,988 - $112,200

About The Position

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. The Senior Analyst, Product Quality Operations will be a key contributor on the Quality Standards team who will support the execution and improvement of existing temperature monitoring and cold chain protection programs. This role will require an in-depth understanding of CVS pharmacy and MinuteClinic’s cold chain practices and will ultimately be responsible to support the oversight of over 57k+ temperature monitoring devices across our 10,000+ Retail & Minute Clinic locations, ultimately protecting over $16B worth of inventory annually as well as $50M+ of financial, regulatory and reputation risk for the company. This individual will act a subject matter expert on our SmartSense temperature monitoring platform, including both the software and hardware components. Additionally, this individual will manage requests through a centralized inbox, ranging from both complex to common issues while being expected to provide “white glove” support to internal and field colleagues requiring assistance. The Senior Analyst within this space must exhibit excellent communication skills, execute as an effective individual contributor, while displaying strong collaboration skills as it is necessary to work strategically and cross functionally to influence our stores teams, field leadership, and internal business partners.

Requirements

• Up to 3 years of experience of demonstrated success executing programs in a highly competitive environment. Relevant sectors include retail, healthcare, and pharmaceuticals.
• Up to 3 years of experience contributing to high-performing, successful teams.
• Demonstrated passion for being a self-starter who autonomously identifies areas of improvement and drives meaningful change to impact the business.
• Up to 3 years of experience effectively demonstrating excellent verbal and written communication skills, very strong interpersonal and presentation skills.
• Up to 3 years of experience collaborating effectively across different business functions, different perspectives, and different styles of leadership.
• Strong organization skills, ability to multi-task, prioritize work, maintain flexibility, and manage expectations while meeting scheduled deadlines.
• Demonstrate ability for independent judgment, initiative and confidence to share expert opinions.
• Demonstrate competence with spreadsheets and presentation software, including knowledge of MS Outlook, MS Excel, MS PowerPoint and MS Word.
• Regular and reliable attendance.
• Travel - Up to 10% of the time, based on needs of the business.

Nice To Haves

• Experience in a retail pharmacy setting, pharmacy operations, or similar experience.
• 3+ years of experience of demonstrated success executing programs in a highly competitive environment. Relevant sectors include retail, healthcare, and pharmaceuticals.
• 3+ years of experience contributing to high-performing, successful teams.
• Demonstrated passion for being a self-starter who autonomously identifies areas of improvement and drives meaningful change to impact the business.
• 3+ years of experience effectively demonstrating excellent verbal and written communication skills, very strong interpersonal and presentation skills.
• 3+ years of experience collaborating effectively across different business functions, different perspectives, and different styles of leadership.
• Advanced degree preferred.

Responsibilities

• Act as Subject Matter Expert for our SmartSense system for our Retail and Minute Clinic locations, understanding all aspects of device, platform, and user functionality.
• Support the management and maintenance of our SmartSense system, including the hardware and software components.
• Exhibit strong problem-solving skills to collaborate with internal partners and field teams to solve complex issues pertaining to asset/device management.
• Ensure store teams are supported with the highest levels of system integrity via corporate level support on common issues such as offline nodes and down gateways.
• Effectively manage requests with a varying degree of complexity and urgency that come through our centralized inbox while achieving ideal SLAs for all inquiries (24-48 hours).
• Communicate and support field manager’s and store teams’ understanding and execution of temperature monitoring requirements.
• Identify, escalate, and resolve any platform-related issues that may impact our ability to effectively utilize the SmartSense solution and/or monitor temperatures effectively.
• Support the development of internal & field facing KPIs that capture execution rates of key field usage behaviors within the SmartSense platform.
• Partner with the Product Integrity team & our SmartSense contacts to critically evaluate new alerting needs, potential volumes, and develop robust pilots/roll-out plans.
• Manage all existing & new field-facing documentation pertaining to the fridge/freezer space (job aids, guides, resources, etc.).
• Support the evaluation of new and existing workflows and propose changes that introduce efficiencies to our cold chain management programs while supporting any pilots / rollout plans to implement desired changes.

Benefits

• Affordable medical plan options.
• 401(k) plan (including matching company contributions).
• Employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree