Product Quality Operations

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

The Manager, Product Quality Operations will be a key contributor on the Quality Standards team who will drive the execution and improvement of existing temperature monitoring and cold chain protection programs. This role will require an in-depth understanding of CVS pharmacy and Minute Clinic’s cold chain practices and will ultimately be responsible for the management of over 57k+ temperature monitoring devices across our 10,000+ 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 day-to-day 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, customer-focused mindset. They must exhibit excellent communication skills, execute as an effective individual contributor, and be able to influence decision-making by generating clear, data-driven 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 problem-solving 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 (24-48 hours)

• Communicate and support field manager’s and store teams’ understanding and execution of temperature monitoring requirements

• Identify, escalate, and resolve any platform-related 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 execution 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 execution

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

• Manage all existing & new field-facing 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 high-performing, successful teams

• Demonstrated passion for being a self-starter 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 multi-task, 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

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

• Strong, strategic thinking, analytical and problem-solving 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 high-performing, successful teams. Demonstrated passion for being a self-starter 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: Bachelor's degree or equivalent experience

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$66,330.00 - $145,860.00

This pay range represents the base hourly rate or base annual full-time 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 short-term incentive program in addition to the base pay range listed above. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 03/07/2025

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