Product Quality Operations - Manager

At CVS Health were building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nations leading health solutions company we reach millions of Americans through our local presence digital channels and more than 300000 purposedriven 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 Manager Product Quality Operations will be a key contributor on the Quality Standards team who will drive the and improvement of existing temperature monitoring and cold chain protection programs. This role will require an indepth understanding of CVS pharmacy and Minute Clinics cold chain practices and will ultimately be responsible for the management of over 57k temperature monitoring devices across our 10000 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 oversee all daytoday operations of our temperature monitoring platform (SmartSense) provide white glove support to internal and field colleagues requiring assistance design and implement continuous quality improvement efforts and collaborate closely with our vendor to raise platform concerns issues and advocate for future enhancements. Management of the platform will include (but is not limited to) device configuration and troubleshooting user management alerting configuration use of reporting to drive insights and actions and the management of targeted programs to resolve key issues like offline devices down gateways and recurring device calibration.

The manager within this space will excel at creating simplicity and have an innovative customerfocused mindset. They must exhibit excellent communication skills execute as an effective individual contributor and be able to influence decisionmaking by generating clear datadriven insights. This position requires strong collaboration skills as it is necessary to work strategically and cross functionally to influence our stores teams field leadership and internal business partners. This position will routinely interact with the following groups: Product Integrity Patient Safety Inventory Regulatory Service Channel/Facilities Asset Protection Legal Compliance Pharmacy Operations and Field Leadership.

Responsibilities:

COLD CHAIN MONITORING / EQUIPMENT MANAGEMENT 60:

• 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

• Oversee the management and maintenance of our SmartSense system including the hardware and software components

• Exhibit strong problemsolving 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 2448 hours)

• Communicate and support field managers and store teams understanding and of temperature monitoring requirements

• Identify escalate and resolve any platformrelated issues that may impact our ability to effectively utilize the SmartSense solution and/or monitor temperatures effectively

• Manage field leader/store escalations related to excursions device management etc.

DATA STRATEGY / PROGRAM GROWTH 20:

• Manage execute and develop internal & field facing KPIs that capture rates of key field usage behaviors within the SmartSense platform

• Utilize the reporting available to us in the SmartSense platform to extract actionable insights and develop processes that help to track & optimize field

• Partner with the Product Integrity team & our SmartSense contacts to critically evaluate new alerting needs potential volumes and develop robust pilots/rollout plans

• Manage all existing & new fieldfacing documentation pertaining to the fridge/freezer space (job aids guides resources etc.

• Critically evaluate new and existing workflows and propose changes that introduce efficiencies to our cold chain management programs

• Prepare and present materials for immediate & senior leadership that pertain to large scale events enhancements and proposed program changes

LEADERSHIP 20:

• Engage and inspire their direct report(s) and other team members effectively and efficiently to meet or exceed performance goals

• Hold weekly meeting(s) with direct reports to align on current performance and goals

• Act as a coach and mentor to develop the capabilities of direct reports to take on progressively higher levels of responsibility

Required Qualifications:

• 5 years of previous work experience

• 5 years experience of demonstrated success implementing and executing programs in a highly competitive environment. Relevant sectors include retail healthcare and pharmaceuticals

• 5 years experience contributing to highperforming successful teams

• Demonstrated passion for being a selfstarter who autonomously identifies areas of improvement and drives meaningful change to impact the business.

• 5 years experience actively taking on issues in a decisive manner while keeping broader team dynamics in mind

• 5 years experience working under pressure adapting to changing dynamics in real time and finding solutions that satisfy multiple customers of the business

• 5 years experience understanding and breaking down highly complex situations to deliver impactful solutions in real time

• 5 years experience effectively demonstrating excellent verbal and written communication skills very strong interpersonal and presentation skills

• 5 years experience collaborating effectively across different business functions different perspectives and different styles of leadership

• Strong organization skills ability to multitask prioritize work maintain flexibility and manage expectations while meeting scheduled deadlines

• Demonstrate ability for independent judgment initiative and confidence to share expert opinions

• Demonstrates strong executive presence with excellent communication and writing skills

• Demonstrate competence with spreadsheets and presentation software including knowledge of MS Outlook MS Excel MS PowerPoint and MS Word (Strong Excel skills required i.e. knowledge of Pivot Tables VLOOKUPs general data manipulation reporting management and business insights generation)

• Ability to thrive in complex environments and seamlessly navigate between strategy and

• Strong strategic thinking analytical and problemsolving skills with the ability to manage the strategic vision and operational details

• Ability to manage large budgets

• Proven track record of high performance

• Any additional tasks as required by the supervisor or manager

• Regular and reliable attendance

• Bachelors degree or equivalent experience

• Travel Up to 10 of the time based on needs of the business

Preferred Qualifications:

• Experience in a retail pharmacy setting pharmacy operations or similar experience

• 8 years experience of demonstrated success implementing and executing programs in a highly competitive environment. Relevant sectors include retail healthcare and pharmaceuticals

• 8 years experience contributing to highperforming successful teams. Demonstrated passion for being a selfstarter who autonomously identifies areas of improvement and drives meaningful change to impact the business

• 8 years experience actively taking on issues in a decisive manner while keeping broader team dynamics in mind

• 8 years experience working under pressure adapting to changing dynamics in real time and finding solutions that satisfy multiple customers of the business

• 8 years experience understanding and breaking down highly complex situations to deliver impactful solutions in real time

• 8 years experience effectively demonstrating excellent verbal and written communication skills very strong interpersonal and presentation skills

• 8 years experience collaborating effectively across different business functions different perspectives and different styles of leadership

• Advanced degree

Education: Bachelors degree or equivalent experience

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual fulltime salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience education geography and other relevant factors. This position is eligible for a CVS Health bonus commission or shortterm incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers patients members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits investing in the physical emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages our great benefits include:

• Affordable medical plan options a 401(k) plan (including matching company contributions) and an employee stock purchase plan.

• Nocost 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.

For more information visit anticipate the application window for this opening will close on: 04/23/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal state and local laws.