Job Description

Job Summary
Responsible for overseeing the implementation and management of outbound customer engagement programs including automated refill reminders, adherence outreach and other outreach campaigns targeting customers and healthcare professionals. Responsible for monitoring and optimizing program
results through partnership with vendors, IT and other internal organization. Responsible for overseeing the implementation strategic technology projects, changes, quality, budgets, schedules and meeting the strategic and business requirements of the program.
Job Responsibilities

Manages multi-million dollar outbound customer engagement programs focused on increasing medication adherence, accelerating revenue and maximizing operational efficiency.
Recommends and oversees the implementation of the contact strategy including the scripting and timing of outreach.
Monitors, measures and reports on program results to key business stake holders and proactively identifies areas for improvement.
Implements quality processes and controls to minimize risks, ensures a positive customer experience and protect the Walgreens brand.
Proactively recommends and implements enhancements to drive improved program results and ROI.
Coordinates with contact center leadership, internal stake holders, and external partners to define program strategy, roadmaps and changes.
Partners with business stakeholders to forecast program capacity and communicate demand needs to external vendors and internal partners such as workforce management and technology teams.
Coordinates with workforce management to ensure outbound programs are incorporated into overall staffing plans and that appropriate resources are staffed to support program.
Ensures campaigns comply with relevant federal and state regulations.
Actively participates in PMO governance processes to ensure appropriate prioritization of projects, resource scheduling and alignment with platform release schedules.
Provides forecasting updates and reports on adherence to budget.
Manages strategic vendor partnerships including oversight of quality, performance score cards, resolving service issues, review of invoices and reconciling differences.

About Walgreens and WBA :

Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170 year heritage of caring for communities. WBA’s purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 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, including those that drive equitable access to care for the nation’s medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high quality products and services in communities nationwide.
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits.
An Equal Opportunity Employer, including disability/veterans.

External Basic Qualifications

Bachelor’s Degree and at least 2 years of experience in managing and optimizing technology solutions or High School Diploma/ GED and at least 5 years of experience in managing and optimizing technology solutions.
At least 2 years of experience managing IT projects including definition, scope, requirements, project plans, cost estimates, schedules and forecasts.
At least 2 years of experience implementing multi-channel outreach solutions including high volume outbound IVR applications.
Knowledge of call transfer and contact center integration methodologies.
Experience Identifying and mitigating risk.
Experience interfacing with individuals at all levels of a large enterprise.
Experience collaborating with resources (internal and external) to implement solutions that align to departmental goals and are within the established budget and timeline.
Experience managing vendor relationships including knowledge of SOWs, SLAs, and performance score cards.
Experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails, letters, reports, presentations) to various audiences (work group, team, company management, prospective acquisitions, external clients).
At least 1 year of direct leadership, indirect leadership and/or cross functional team leadership.
Willing to travel up to/at least (10%) of the time for business purposes (within state and out of state).

Preferred Qualifications

Bachelor’s Degree and at least 5 years of experience in managing and optimizing technology solutions.
Master’s Degree in Business Administration.
Management experience overseeing and optimizing proactive outbound programs for PBM, pharmacy or healthcare companies.
At least 5 years of experience managing IT projects including definition, scope, requirements, project plans, cost estimates, schedules and forecasts