Senior Manager, Operations, Pharmacy & Healthcare Customer Experience
Posted on: July 22, 2021
Join a new and emerging customer experience function aimed at
providing strategy towards best-in-class consumer experiences
across our products and services. Collaborates with business
stakeholders, technical, service design, and design research teams
to anticipate and meet customer needs through CX recommendations.
Represents and communicates overarching customer strategy and
integrated vision for teams to follow. Provides guidance to ensure
the company’s interactions meet customer needs and our desired,
omni-channel, customer lifecycle.
• Provides leadership and guidance to steer best-in-class customer
experience, customized for Walgreens, by defining and utilizing
standards, guidelines, best practices, processes and determining
how the customer experience team interacts with other groups.
• Advises and makes actionable recommendations to senior leadership
and business groups on our end-to-end customer strategy and
• Tracks integrated customer experiences and provides
recommendations across online and offline channels, devices, and
• Provides subject matter expertise for the customer experience for
Pharmacy and Healthcare. Works closely with broader Customer
• Oversees the analysis and research around the customer
experience, collaborating with the Design Research team and
• Ensures the customer analysis and insights support decision
making and taking proactive steps to maintain positive customer
experiences and enhanced operational efficiency.
• Contributes to and implements the strategy around the customer
experience and what is important to the success of the
• Collaborates with cross-functional teams to enhance the
experience of the customer and to ensure the customer succeeds in
our products and services.
• May analyze long-term impact of new or anticipated strategies and
• Works with stakeholders, identifies any issues that may be found,
and provides guidance for the best customer/patient experience.
• Proactively keeps informed and shares industry trends and new CX
• Manages operational plans and performance requirements for the
specified area of responsibility.
• Responsible for meeting customer driven objectives and
• Facilitates communication between staff, management, vendors, and
other technology resources within and outside of the organization.
Shares highly complex information related to areas of expertise.
Interacts with senior management to keep abreast of objectives.
Interacts with direct reports and peers in management / customers /
vendors to interpret information and improve cross-functional
processes and programs. Develops and enhances key internal and
Keywords: Walgreens, Miami , Senior Manager, Operations, Pharmacy & Healthcare Customer Experience, Other , Miami, Florida
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