Lead Director, Workforce Management

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.

Position Summary

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 Lead Director, Retail Workforce Management reports to the Executive Director, Workforce Management and oversees the maintenance of standards for each task our retail colleagues perform, budgeting store hours accurately in partnership with finance leadership, and ensuring accurate hours projections are shared to power colleague schedules being issued accurately each week. This role is responsible for ensuring that the allocation of a $6 billion payroll budget across 9,300 stores is positioned in a way that meets the needs of our customers and over 200K colleagues.

Leading a team of 4 direct reports (~20 colleagues on the team), you will lead your talented team to interface and support both field leaders and internal stakeholders across all supported areas of the business. In this role, you will leverage your masterful presentation skills to align and influence senior leaders, and business owners, while also connecting with an empathetic ear to our colleagues directly serving our customers. You will be responsible for providing data-driven insights aimed to improve how labor is used and distributed with a high accountability for accuracy in reporting.

Key strategic pillars this role is responsible for include

• Ensuring the team is providing best-in-class field support through management of standards maintenance and budgeting tools while also supporting accurate estimates on hours changes for our internal customers

• Creating a colleague centric WFM vision that leverages scheduling and labor strategy as a lever to impact the front-line colleague experience and ultimately, our consumer's

• Simplifying and streamlining the internal processes to make them easy to use, understand and customized for our unique business needs, empowering our team to provided insights and direction to our partners

It is critical that the ideal candidate possess a high degree of political and organizational intelligence. To be successful in this role, the ideal candidate will have demonstrated experience building trusted relationships across the enterprise with both senior executives and peers. Initiatives under this portfolio may span across various corporate functions (HR, Legal, Operations) as well as business segments. This candidate must have strong verbal skills and the ability to engage and inspire communicating actively across all levels. This ideal candidate must also be able to generate excitement for the transformational roadmap ahead that allows us to fuel our stores and outlets with the right people, in the right place at the right time.

Primary Job Duties & Responsibilities:

Strategic Planning:

• Develops and executes a comprehensive short and long-term strategic three-year out roadmap for workforce management

• Routinely engages with peers and senior leaders (ED, VPs) across stakeholder groups in thought partnership on workforce management strategic assessment, re-directing as necessary to meet dynamically changing retail consumer environment

• Closely monitors macro and micro trends in the retail environment to evaluate competitive landscape using internal/external data; makes adjustments to strategy and actions accordingly

• Navigates ambiguity and change to achieve goals despite potential obstacles

• Leads and participates in meetings/calls with corporate partners and retail leaders to support overall agenda and front store strategy

• Champions innovation by bringing ideas to own ED & VP as well as the broader PCW Team in an agile way, while balancing growth against financial risk and incremental cost to the organization

• Participates in three-year capability development roadmap for process and system enhancement investments to support overall agenda, as required

• Partners with the Scheduling leadership team to continually innovate the holistic process for both the budgeting, workforce management and scheduling teams in a collaborative way

Leverage Data to Evaluate Labor and Budgeting

• Applies rigorous analytical thinking and an ROI lens to evaluate and shape workforce management program constructs and benefits. Have clear understanding of future business impact to determine recommendation.

• Becomes an expert on retail and budgeting industry experience trends / best practices to identify opportunities for program and benefit expansion and evolution.

Drives Improvement and Innovation:

• Continuously looks for opportunities to drive efficiency and productivity across the team; partners with Scheduling leadership team, Finance IT, and DDAT to identify and recommend implementation of new technologies to achieve this

• Coaches and empowers team to identify new pathways to create simplicity for store teams and field leaders to execute key sales driving activities

• Fully embraces organizational improvement initiatives, acting as a change agent with one's own team and peers

• Provides both constructive and positive feedback on new initiatives to appropriate teams. Look for ways to break through implementation barriers rather than be impeded by them.

Build and Maintain a Strategic Network of Internal and External Stakeholders

• Establishes strategic relationships with Executives across the organization to foster support for overall agenda and (when necessary) remove barriers that impede progress of achieving business objectives; Impact and influence partners to ensure programs and initiatives achieve a positive outcome.

• Closely collaborates with Finance, Retail Field, Human Resources and Operations teams

• Builds strong relationships across a variety of functions to establish trust, make decisions, and drive action

• Leverages data, insights, and analytics to influence stakeholders and makes recommendations as appropriate.

• Fully embraces organizational improvement initiatives, acting as a change agent with one's own team and peers and partners.

• Provides both constructive and appreciative feedback on ideas and key initiative.

• Looks for ways to break through implementation barriers rather than be impeded by them.

• Establishes and enforces policies and procedures that promote ethical behavior, compliance, and best practices.

• Drives change agility in self, team, and network.

• Measures key performance indicator results on an ongoing basis and provides recurring readout to leadership in partnership with cross functional business leads.

• Leverages a results-oriented mindset, using metrics to monitor improvements.

• Develops and manages a standardized set of views that are used to internally monitor macro-level trends and key drivers of each

Culture of Team Development

• Provides guidance, direction, and support to teams and departments to ensure smooth operations and optimal performance.

• Responsible for leadership development, succession planning, and driving engagement programs for the teams you oversee. Ensure development and mentorship of next generation of leadership talent.

• Responsible for creating a culture centered on inclusion and well-being will be a key responsibility in this role. Caring for our colleagues is a top priority, which translates to caring for our customers.

• Develops internal and external networks that support a pipeline of talent into day-to-day operations and governance team.

• Promotes a high-performance culture by clearly setting goals and expectations.

• Acts as a trusted coach and mentor for team to develop and support IDPs for high potential talent

• Leverages existing enterprise tools, such as talent profiles and enterprise development programs, to develop talent.

Required Qualifications

• 10+ years' experience working in Workforce Management or Retail Operations roles

• 10+ years' experience building high-performing, successful teams developing key talent. Demonstrated passion for bringing new leaders along and helping them realize their ability to impact the business.

• 10+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions

• 10+ years influencing with, and without, authority

• 10+ years leveraging data to support strategic plans and return on investment

• 10+ years' experience working with a team to prioritize work based on skills, needs, timelines, etc.

• 10+ years' experience engaging and inspiring a team to reach optimal business outcomes together

• 10+ years' experience demonstrating intellectual curiosity and out of the box thinking

• 10+ years' experience thriving in a high demand, performance-driven environment where priorities may shift.

• Highly responsible and accountable for building strong business value

• Consistently leads by example and contributes to overall team success through a positive mindset and resiliency

• Advanced skills leveraging MS Office Suite, including advanced Excel and PowerPoint capabilities

• Proven track record of the ability to work collaboratively with internal and external business partners to deliver ROI from effective targeting and communication strategies.

• Proven ability to work across multiple simultaneous projects with high time demands and short time frames

• Excellent communicator, both verbal and written, with the ability to set and frame a vision for executive alignment. Keen ability to distill complex ideas into simpler framework and illustrations.

• Be comfortable thinking on his/her/their feet making presentations

• Communicates in an open and honest way that quickly builds trust and respect

• Highly self-motivated and possess vision, enthusiasm, and an entrepreneurial spirit

• Outstanding strategic thinking and analytical skills. Demonstrated ability to frame and evaluate business questions and hypotheses, and synthesize facts and insights into concrete, actionable recommendations.

• The ability to foster effective working relationships to create buy in, partnership, and commitment towards accelerating projects.

• Travel requirements - up to 10% travel expected

Preferred Qualifications

• Masters degree

• 15+ years' experience working in Workforce Management or Retail Operations roles

• 15+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions

• 15+ years' experience building high-performing, successful teams developing key talent. Demonstrated passion for bringing new leaders along and helping them realize their ability to impact the business.

• 15+ years influencing with and without authority

• 15+ years leveraging data to support strategic plans and return on investment

• 15+ years' experience working with a team to prioritize work based on skills, needs, timelines, etc.

• 15+ years' experience engaging and inspiring a team to reach optimal business outcomes together

• 15+ years' experience demonstrating intellectual curiosity and out of the box thinking

• 15+ years' experience thriving in a high demand, performance-driven environment where priorities may shift.

Education

• Bachelors degree, or equivalent experience

Pay Range

The typical pay range for this role is

$100,000.00 - $231,540.00

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

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: 10/09/2024

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

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.