Specialty Operations Process Improvement Manager

CVS Health•Work At Home-Pennsylvania, PA

3d•$60,300 - $132,600

About The Position

The Specialty Process Improvement Manager leads and supports process and performance improvement projects within Specialty Pharmacy. The role conducts business process reviews of front-end and back-end pharmacy operations to improve efficiency, quality, customer experience, and financial performance. The team also focuses on improving colleague performance against key measures, including call quality and net promoter score.

Requirements

5–8 years of experience leading operational improvement efforts, including project management.
Experience and understanding of Lean Six Sigma process improvement tools and methodologies, such as DMAIC, Kaizen, process mapping, process capability analysis, and hypothesis testing.
Lean Six Sigma Green Belt.
Ability to process and synthesize quantitative and qualitative data to derive actionable solutions.
Data analysis skills, including the ability to wrangle and analyze large structured and unstructured datasets using Excel and more advanced analytical techniques.
Demonstrated facilitation skills.
Excellent presentation and communication skills, including fact gathering, writing, and analysis.
Ability to meet deadlines and satisfy customers while managing multiple conflicting priorities.
Ability to interact effectively one-on-one with all levels of management.
Prior experience leading and developing cross-functional teams.
Ability to work collaboratively in a cross-functional team environment to solve challenging issues and identify improvement opportunities.
Flexibility to support rapid changes in strategy and priorities as business requirements change, with a strong sense of urgency to drive issues to closure.
Bachelor’s or master’s degree in a relevant field, such as business, industrial engineering, economics, computer science, or operations research, or related experience.

Nice To Haves

8–10 years of related experience.
Lean Six Sigma Black Belt.
Experience in performance measurement and process improvement in call center, customer service, customer experience, front-end pharmacy, back-end pharmacy, transportation, and/or logistics.
Experience in mail and/or specialty pharmacy, particularly front-end and/or back-end operations.
Experience with Minitab and/or SQL, Python, or R.

Responsibilities

Lead and support operational process and performance improvement projects within Specialty Pharmacy.
Conduct business process reviews of front-end and back-end pharmacy operations.
Develop and drive improvements in efficiency, quality, customer experience, and financial performance.
Support improvement in colleague performance on metrics such as call quality and net promoter score.
Use process improvement methods and data analysis to derive actionable solutions.
Facilitate cross-functional teams and work with stakeholders to identify and resolve opportunities for improvement.