Manager, Omnichannel Strategy

2 weeks ago

Woonsocket, United States CVS Health Full time

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

**Position Summary**

**At CVS Health, we’re reinventing our front store and pharmacy to be the front door to healthcare. For millions of Americans, that journey begins with one of our 9,700 retail stores, and we want to make sure our stores are ready to help each of our customers take the right first or next step in their healthcare journey. If you are passionate about making a difference in the work you do, being recognized for your talent and expertise in solving complex and challenging analytical/data problems while contributing to the success of key strategic initiatives, consider growing your career with a Fortune 5 healthcare leader**

**Omnichannel - Strategy and Innovation portfolio was created with personalization at its core; our objective is to deliver the right experience via the right channels at the right time, to deliver an optimal and individualized patient experience **and improved business outcomes. The individual in this role will collaborate with both internal and external partners and business SMEs to drive the development and refinement of our inbound IVR framework and automated outreach platforms, and to explore integration of the two to unlock transformative patient experiences. **Creating a patient experience that is consistent across the enterprise will be a top priority for this role and will require cross-functional partnerships.**

**Primary responsibilities for this role include but are not limited to**:

- ** Research, ideate, and drive strategic initiatives with a focus on enhancing the customer experience through patient channels (inbound IVR, text messages, push notifications, etc.)**:

- ** Support the Channel Strategy and Innovation portfolio of complex product development efforts transform and personalize customer interactions and to ensure consistency across channels and engagement points**:

- ** Explore and integrate Gen AI approaches to drive personalization across channels**:

- ** Identify and stay current on industry trends, utilizing to identify strategic opportunities for development within our enterprise**:

- ** Assess opportunities; identify size, scope, and impact; develop robust business cases**:

- ** Identify strategic omnichannel priorities for the broader team and work with colleagues to create impactful solutions, scope analysis, and track data-driven results to support the direction for personalization strategies**:

- ** Gain stakeholder and leadership alignment through rapid development of business models and accompanying decks**

**To be successful in this role you must be able to**:

- ** Partner with multiple teams to align priorities to drive results**:

- ** Be strategic minded and make data-driven decisions**:

- ** Communicate complex analyses and scenarios in clear and simple ways to varying levels of colleagues**:

- ** Collaborate across different functional areas of the business and within cross-functional teams**:

- ** Create concise PowerPoint presentations and have experience with storytelling**

**Required Qualifications**
- 2+ years of relevant work experience in pharmacy technology, operations, product management/development
- 1+ years of experience working on cross-functional initiatives, with demonstrated success delivering projects end-to-end
- 1+ years of experience identifying and documenting projects/products in the agile process
- Ability to influence and align cross-functional stakeholders to gain support and commitment on a path forward.
- Collaborates effectively and builds relationships across the company to resolve problems and to advance priorities on time.
- Experience managing complex, multi-component and multi-stage initiatives to successful completion.
- Experience building technical products, testing/validating, and project execution
- Experience building and delivering leadership-facing presentations and materials
- Strong organizational skills and ability to manage multiple priorities
- Strong problem-solving and critical thinking skills
- Strong communication (written and oral) skills
- Experience leading cross-functional work and initiatives with a high degree of complexity
- Developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions
- 3+ years technical experience in

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