Conversational Engagement Portfolio Manager

Job Description

Job Summary:
We are looking for a strategic and operationally sharp Portfolio Manager (Business Applications Manager) to serve as the connective tissue of our Conversational Customer Engagement team. In this high-impact role, you will partner directly with senior leadership to drive clarity, alignment, and execution across a fast-moving portfolio of conversational initiatives. You'll orchestrate how the team plans, prioritizes, and delivers; helping translate ambitious goals into focused roadmaps, clear decisions, and measurable outcomes. If you thrive at the intersection of strategy and execution, are energized by the pace of conversational engagement technology, and know how to bring order to complexity, this role is for you.

Job Responsibilities:

• Develops, maintains, and communicates processes and standard practices related to the design, development, and implementation of application solutions and patterns.
• Fosters and encourages solution reuse within Business Units and at the Enterprise level.
• Facilitates and enables the integration of applications and business processes using common methods, in managing projects with enterprise-wide impact.
• Develops and maintains conceptual, logical, and physical application architecture, in the research and development, planning, deployment, and training of application technologies, and the retirement of obsolete applications.
• Provides leadership in the logical and physical design of application systems, and ensures design is consistent and well integrated with existing conceptual, logical, and physical application architectures.
• Analyzes and estimates feasibility, costs, time, and resources needed to develop, and implement application systems for projects with enterprise-wide impact.
• Researches and evaluates software technology, products, and solutions, and make recommendations on technology/production introduction, phase out, and retirement.
• Assists in application portfolio management, standards development, maintenance, and governance.
• Consults with clients to prototype, refine, test, and implement applications to meet needs.
• Develops and mentors staff through on-boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is appropriately staffed with required competencies; fosters a diverse and inclusive workplace.

About Walgreens
Founded in 1901, Walgreens ( proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

External Basic Qualifications

• Bachelor's Degree and at least 4 years of experience in program management OR High School/GED and at least 7 years of experience in program management.
• Experience in process improvement, gap analysis, configuration and customization work, planning and managing the scope and all deliverables of an IS Retail implementation.
• Experience presenting and reporting on program plans and cost benefit analysis to appropriate stakeholders, executives and senior management. Experience utilizing verbal and written communication skills, articulating and communicating information and ideas to varying audiences and in multiple written styles (persuasive, informative, narrative) in order to negotiate/gain access to information and records.
• Experience using analytical skills, tools and techniques to investigate information and to draw conclusions.
• Experience in diagnosing, isolating, and resolving complex issues and recommending and implementing strategies to resolve problems.
• Experience with project management (for example: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).
• At least 2 years of experience contributing to financial decisions in the workplace.
• At least 2 years of direct leadership, indirect leadership and/or cross functional team leadership.
• Willing to travel up to/at least 15% of the time for business purposes (within state and out of state).

Preferred Qualifications

• Experience with large-scale, technology-heavy, voice channel systems (IVR, CTI, ACD/PBX, CRM)
• Understanding of and experience with Contact Center operations, call routing practices, AI tools and products
• Portfolio management experience managing cross-functional workstreams, dependencies, and risk
• Flexible to work independently with minimal supervision, and collaborate on multi-disciplinary teams
• Fluency or near-fluency in Spanish and Retail pharmacy experience a plus
• Master's Degree

We will consider employment of qualified applicants with arrest and conviction records.