[Hiring] Specialty Operations Process Improvement Manager @CVS Health

Role Description

As the Specialty Process Improvement Manager, you will lead and support process and performance improvement projects within the Specialty Pharmacy. You will conduct business process reviews of front end and back end pharmacy operations to improve efficiency, quality, customer experience, and financial performance. In addition, you will focus on driving improvement in colleague performance across important metrics such as call quality and net promoter score.

Qualifications

• Data analysis skills, including the ability to wrangle and analyze large structured and unstructured datasets (Excel and more advanced analytical techniques).
• Excellent presentation and communication skills, including aptitude for fact gathering, writing, and analysis.
• Ability to meet deadlines and satisfy customers with multiple conflicting priorities.
• Demonstrates flexibility to support rapid adjustments to strategy and priorities to meet changing business requirements; conveys strong sense of urgency to drive issues to closure.
• Ability for some travel as needed.

Requirements

• 5+ years of experience leading operational improvement efforts, including project management.
• Experience and understanding of Lean Six Sigma process improvement tools and methodologies (DMAIC, Kaizen, Process Mapping, Process Capability Analysis, Hypothesis Testing, etc).
• Experience processing and synthesizing quantitative and qualitative data to derive actionable solutions.
• Experience facilitating workshops, trainings, brainstorming sessions, etc.
• Experience interacting one-on-one with all levels of management.
• Experience working collaboratively in a cross-functional team environment to solve challenging issues and identify opportunities for improvement.
• Prior experience leading and developing cross functional teams (leading without authority).

Preferred Qualifications

• 8+ 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 the mail and/or specialty pharmacy space, particularly front end and/or backend operations.
• Minitab and/or SQL, Python, R experience.

Education

• Bachelors or Master’s degree in relevant field (business, industrial engineering, economics, computer science, or operations research), or related experience required.

Benefits

• Comprehensive and competitive mix of pay and benefits.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.