Director, Pharmacy & Retail Operations, Support Center

Job Summary:

Leads strategy and direction of operations, programs, and special projects for Pharmacy and Retail Operations that improve our team member, customer and patient experience while maximizing efficiency and effectiveness. Works with and supports leaders from Pharmacy and Retail Operations and other business units across the organization to ensure the scope of work is meeting the needs of the business today and aligns with the future strategy and roadmap. Represents the business through the corporate governance process (RXIC, JCSC, EIC, ICP, etc) for their responsibilities within Pharmacy and Retail Operations.

Job Responsibilities:
  • Provides leadership, strategic direction, and inspiration to the team responsible for planning, design, build and deployment of programs and initiatives that support Pharmacy and Retail Operations Team.
  • Communicates results, insights, issues, recommendations and implementation approaches to a range of audiences from the EOC to store team members. Provides representation at all meetings at which their business initiatives are under discussion and ensures input regarding the value, feasibility, timing, rollout and implementation.
  • Responsible for operationalizing and executing holistic strategies that integrate all Walgreens businesses offering products and services to deliver a seamless customer experience. Areas include customer offerings such as retail products, pharmacy, clinics, specialty, digital, and online tools as well as stakeholder input from teams that are supporting payers, providers, pharma, and patients.
  • Works with Finance to create action plans, conduct business forecasting, and to ensure alignment with budgetary guidelines.
  • Facilitates and fosters a culture in which all Walgreens businesses form a cohesive team that supports overall business growth to drive corporate initiatives. Provides partnership, advise and consultation as a representative of Pharmacy and Retail Operations and as a subject matter expert within their scope of work to other Walgreens business units.
  • Ensures that all programs and initiatives are compliant with all Federal, state, municipal rules as well as state pharmacy board regulations. Stays current on legal and regulatory matters that affect the company by collaborating with Government Affairs, Privacy, Safety, Pharmacy Affairs, Compliance and Legal.
  • Deploys process improvement initiatives and programs through the pharmacy and retail operation teams that drive enhanced productivity, enhanced customer service, and top/bottom line growth. Monitors success and sustainability.
  • Stays current and up to date on consumer behavior and pharmacy practice. Proactively seeks out information within trade association publications, attends conferences, and gains competitor insights to deliver the most relevant products and services for our customers
  • Conducts field visits periodically and participates in feedback mechanisms such as Advisory Counsel, Pharmacist Forum, Team member town halls, and WBA publications to incorporate team member feedback and insights within programs and initiatives.
  • Champions the purpose driven leadership model, creates an inclusive work environment that inspires teams to achieve optimal performance.
  • Communicates regularly with managers and team members through one-on-one discussions, group meetings and in writing to keep them apprised, solicit input, answer questions and ensuring communication is open.
  • Builds talent within team and works collaboratively with other leaders within Pharmacy and Retail Operations to coach, mentor and develop team member talents. Supports team members through orientation, training, establishing goals, building morale, motivation. Ensures all team members have an individual development plan.
  • Acts as a liaison to ensure that the business is fully integrated when impacting, enhancing, or adding to pharmacy operations.
  • Re-evaluate processes for continuous process improvements with programs and systems. This will include outreach to the field and other business units to seek opportunities for improvement and to lead or provide support when implementing changes.

An Equal Opportunity Employer, including disability/veterans

Walgreens ( is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), a global leader in retail pharmacy. As America's most loved pharmacy, health and beauty company, Walgreens purpose is to champion the health and wellbeing of every community in America. Operating more than 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving approximately 8 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with platforms bringing together physical and digital, supported by the latest technology to deliver high-quality products and services in local communities nationwide.

Basic Qualifications
  • Bachelor's degree, and/or at least 7 years of experience between support center and retail operations, OR High School diploma/GED and at least 10 years of experience between support center and retail operations.
  • Knowledge of pharmacy and retail systems, processes, and integration tools used to improve customer experience.
  • Experience developing strategic initiatives which align with business goals and budgets.
  • Knowledge of Federal, state, and local rules and regulations governing the dispensing of pharmaceuticals and the implications rules and regulations.
  • Experience collaborating with internal and external resources (such as cross-functional teams) to develop strategies that meet department goals within budget and established timelines.
  • Advanced level skills in Microsoft Excel (for example: using AVERAGE function, merging and centering cells, printing centered page and/or creating a pivot table).
  • Advanced level skills in Microsoft PowerPoint (for example: changing picture styles, customizing animation and/or setting automatic slide timings).
  • Advanced level skilsl in Microsoft Word (for example: adding developer tab, creating a macro, formatting table style, inserting comments and/or creating a mail merge).
  • At least 2 years of experience contributing to financial decision in the workplace.
  • At least 3 years of direct leadership, indirect leadership and/or cross-functional team leadership.
  • Willing to travel up to 25% of the time for business purposes (within state and out of state).

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