Region Director, Retail Field Ops - Division 1 - Northeast

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary:

The Region Director is a dynamic and inspirational leader who plays a critical role in creating a culture of differentiated patient and customer care and business excellence in retail pharmacy stores across their market with business oversight of up to 180 retail stores and an average span of control of 10 direct reports and over 1,500 colleagues. The Region Director has ultimate responsibility for customer and patient satisfaction and business success in their market. 

An inspiring coach and leader of people, the Region Director is focused on building and developing a team of District Leaders who grow the business in their markets through their consistent delivery of our Purpose by leading with heart. Specifically, the Region Director partners with and coaches their District Leaders to inspire their teams to deliver on the core business with excellence, embrace change in an evolving omnichannel ecosystem, and launch new products, programs, and services to keep our communities healthy and engaged with our brand.

The Region Director brings deep, firsthand knowledge of retail pharmacy operations to help their teams grow the business through top-line sales and expanded services, identify, and address performance opportunities, and comply with all Company policies and requirements keeping safety a top priority. A model for all CVS store colleagues, the Region Director also lives our Heart at Work behaviors, and sets the bar in their market by their consistent examples.

To enable sustainable market success, the Region Director is specifically responsible to:

People Leadership & Development

• Cultivate the Region talent pipeline, including oversight and development of District Leaders and RD Emerging Leaders
• Promote inclusive District-level succession planning and staffing strategies to meet overall colleague and business needs, with a special emphasis on building our employer brand on campus at local pharmacy schools
• Develop District Leader recruiting capabilities and behaviors to support short term and long-term recruiting strategies (e.g. cold calling, competitor visits, campus recruiting, etc.)
• Oversee relationship with region training leaders to ensure the consistent delivery and completion of all colleague training programs
• Oversee District Leaders to ensure appropriate staffing and scheduling of colleagues to meet customer demand and support colleague engagement; place a strong focus on supporting understaffed markets to proactively mitigate risk
• Create a culture of recognition, empowerment, development, and inclusion that attracts and retains talent at all levels; utilize colleague sentiment metrics and feedback as a tool to diagnose root cause and inform the creation of both short and long-term strategies.
• Identify, mentor, and develop future District and Region Leadership talent
• Deliver timely and meaningful performance reviews and targeted and purposeful coaching and counseling for individual District Leaders as needed

Business / Financial Planning

• Develop and execute business plans and strategies to deliver on all business performance measures, e.g., P&L, sales-to-budget, scripts-to-budget, immunizations, MCP, inventory management, payroll management, asset protection accountabilities, etc.
• Proactively review business reports to derive insights about Region and District performance; utilize metrics as a tool to diagnose root cause and inform the creation of short and long-term strategies to improve performance in a way that aligns with our Heart at Work behaviors
• Develop a deep understanding of the competitive landscape and business trends, using this information to proactively plan for risk and capitalize on opportunities
• Operate with strong business acumen and have accountability for the overall P&L for the stores within the Region

Operations

• Set and communicate market goals in an engaging and inclusive manner
• Set and execute through all District Leaders our growth strategies in pharmacy and front store including, but not limited to patient care (e.g., immunizations, adherence programs, etc.) and merchandising (seasonal planning, etc.) in a way that delivers against our enterprise brand commitments
• Ensure District Leaders are equipped to drive compliance with Operational Insights (OpI) activities and with all required Company policies and obligations
• Inspire Pharmacy District Leaders to cultivate strong foundations in patient safety, compliance, and quality through maintaining store adherence to BOP rules and regulations, audit procedures, and educating on DUR best practices
• Drive relationships with Corporate and Region stakeholders and support partners to advance the needs of local market leaders and to improve upon colleague and/or customer experience, e.g. pilots, focus programs, etc. 

Portfolio Growth

• Lead teams to drive value for the brand through consistent execution of programs that build our brand (service, loyalty, etc.); champion differentiated customer service at all levels, modeling behaviors that exhibit our Helping With Heart actions
• Provide market-specific input to development and execution of omnichannel strategy; oversee implementation of omnichannel programs (Rx Delivery, Ship From Store, etc.) effectively to drive customer engagement and loyalty
• Prepare DLs to launch new store formats with excellence to build and evolve the store experience
• Support and execute on strategies to grow the base business (e.g. acquisitions, etc.), partnering with corporate stakeholders (real estate, operations, etc.) to maintain a strong colleague and customer experience throughout periods of transition and growth

Required Qualifications:

• 5 to 8 years of experience leading others in a highly competitive retail multi-unit setting
• Consistent record of building successful teams and developing key talent
• Demonstrated ability to lead a large organization and manage multi-million-dollar business unit to achieve business results
• Demonstrated ability to understand and break down highly complex situations to deliver impactful solutions in real time. Track record of actively taking on issues in a decisive manner, while keeping broader organizational dynamics in mind and empowering your leaders to obtain results through building behaviors. Ability to think about the impact of decisions on the broader enterprise.
• Demonstrated abilities to lead under pressure, adapt to changing dynamics, and find solutions that satisfy multiple ‘customers’ of the business.
• Strong time management skills, evidenced by experience being accountable to multiple deliverables on staggered deadlines
• Strong personal integrity and judgment, including a track record of managing highly sensitive or highly-visible business matters
• Strong communication skills in both formal and informal writing and speech
• Demonstrated growth mindset and willingness to learn and accept feedback
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
• Ability to travel regularly within Market or as needed, up to 75%

Preferred Qualifications:

• 8 to 10 years of experience leading others in a highly competitive retail multi-unit setting
• Bachelor’s degree, Master’s degree or PharmD Degree Preferred

Education:

• High School Diploma or General Equivalent Development Required

Pay Range

The typical pay range for this role is:

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.  This position also includes an award target in the company’s equity award program. 
 

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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

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