[Hiring] Specialty Operations Process Improvement Manager @CVS Health

Role Description

The Specialty Process Improvement Manager will lead and support process and performance improvement projects within the Specialty Pharmacy. The manager will conduct business process reviews of front end and back end pharmacy operations to improve:

• Efficiency
• Quality
• Customer experience
• Financial performance

In addition, the team will focus on driving improvement in colleague performance across important metrics such as call quality and net promoter score.

Qualifications

• 5-8 years of experience leading operational improvement efforts, including project management required
• Experience and understanding of Lean Six Sigma process improvement tools and methodologies (DMAIC, Kaizen, Process Mapping, Process Capability Analysis, Hypothesis Testing, etc)
• 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 (Excel and more advanced analytical techniques)
• Demonstrated facilitation skills
• Excellent presentation and communication skills, including aptitude for fact gathering, writing, and analysis
• Ability to meet deadlines and satisfy customers with multiple conflicting priorities
• Ability to effectively interact 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 opportunities for improvement
• 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

Requirements

• 8-10 years of related experience preferred
• 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 benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families
• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility