Manager, Customer Journey Advocacy and Trust

Pharmacy Order Fulfillment Journey Leader

We're building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

This role helps drive enterprise initiatives to reduce friction, strengthen trust, and improve outcomes at key moments in the Pharmacy Order Fulfillment Journey. The individual in this role will lead high-impact initiatives at the intersection of customer experience, operations, analytics, and cross-business collaboration. Success requires strong customer empathy, an entrepreneurial mindset, comfort navigating ambiguity, analytical rigor, and the ability to clearly and proactively communicate with senior leaders and partners across the Enterprise.

Roles & Responsibilities

• Lead and support projects addressing complex, high-impact problems (e.g., return to stock), partnering across Operations, Technology, Pharmacy, and other business units to explore, prioritize, and deliver new tactics
• Identify friction points through analysis of data and customer signals; translate findings into clearly defined problem statements, requirements, and recommended actions
• Run and interpret analyses (e.g., SQL-based) to understand performance trends, diagnose root causes, and quantify opportunity size
• Support development and ongoing refinement of initiative backlogs, balancing short-term improvements with longer-term strategic opportunities
• Support time-sensitive issues by investigating problems, clarifying customer impact, and driving alignment and resolution with cross-functional partners

Required Qualifications

• Experience owning a program or initiative end-to-end, from problem definition through delivery, measurement, and iteration
• Strong analytical skills, including the ability to run and interpret analyses (e.g., SQL) and translate data into actionable insights
• Proven cross-functional leadership skills, with experience working across teams and business units to deliver outcomes
• Ability to operate effectively, thinking and acting strategically, in ambiguous, evolving problem spaces
• Excellent written and verbal communication skills, including comfort supporting senior-leader-level updates

Preferred Qualifications

• Experience in healthcare, pharmacy, retail, or other complex/regulated environments
• Experience supporting enterprise or multi-LOB initiatives with executive visibility
• Familiarity with customer journey, fulfillment, or operational performance metrics
• Experience building business cases or using experimentation to assess impact

Bachelor's degree and/or equivalent experience

Anticipated Weekly Hours: 40

Time Type: Full time

Pay Range: $66,330.00 - $145,860.00

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.