Process Innovation Manager - Retail Pharmacy Ops
Woonsocket , Rhode Island
April 04, 2017

The Manager of Process Innovation, Retail Pharmacy Operations Innovation is primarily responsible for leading small- and medium-sized teams through the end-to-end phases of operational design and development of new enterprise pharmacy operations. The primary scope of operational development activities will be focused on improving the service and/or reducing the costs associated with enterprise fulfillment processes that support more than 800M prescriptions each year.

Key functions include:

Planning and oversight of multiple work streams:

  • Engage senior leadership to align on key business decisions as they emerge and keep them apprised of progress
  • Estimate timelines and resources for projects and work streams and monitor progress against milestones
  • Establish internal team structures and provide oversight
  • Design and develop new and enhanced operations for execution within our retail pharmacies and other fulfillment centers
  • Translate high-level business cases and operational concepts into operational prototypes that are ready to be piloted

Design and implement pilots to further inform design choices and validate business case assumptions

  • Collect qualitative input and feedback through site visits, colleague surveys, and collaborate with the customer insights group to comprehend service impact
  • Design and develop measurement systems; leverage operational dashboards to inform pilot progress and end-state metric and reporting design

Oversee the implementation of changes to our operating and service model

  • Collaborate with other business partners to ensure changes to our operation ensure continuity of the customer experience across our channels
  • Collaborate with change management to develop and implement organizational readiness activities
  • Collaborate with IT to specify system requirements and validate proper functioning of new solutions
  • Track and monitor progress of the implementation, and install go-forward monitoring and management protocols to ensure ongoing quality and cost-effectiveness of the new operations

In order to manage the defined responsibilities, the Manager of Pharmacy Operations Innovation will be
responsible for overseeing a team of 1-3 administrative reports.

To be effective in the role, this leader needs to be a critical thinker who is analytical and detail-oriented, highly accountable and able to partner across boundaries to instill urgency and accountability, possess a strong business acumen, and able to manage cross-functional work by developing and executing detailed project plans.


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