Manager - Consumer Escalations

Walgreens Boots Alliance - Riverwoods, IL

Full-time - Mid Level

Riverwoods, IL

10,001+ employees

Health and Personal Care Retailers

About the position

The position serves as a liaison for Walgreens Brand, focusing on providing exceptional service and collaboration with both internal and external clients. The role involves managing executive contacts and escalations, creating strategies to enhance relationships, and ensuring compliance with company policies. The individual will lead a team to improve customer satisfaction while managing risks associated with the brand. This position requires availability on nights and weekends.

Responsibilities

• Manage a group of team members in a designated department in Centralized Services.
• Monitor team members to ensure quality of work and productivity, managing performance using provided tools.
• Manage business relationships with oversight of cost, process improvement, and analytics to deliver value and ensure SLAs are achieved.
• Coordinate and control the activities, plans, and programs of the immediate staff.
• Administer company and divisional operation policies, best practices, and standard operating procedures to meet business expectations.
• Ensure compliance with company policies, programs, and procedures.
• Maintain good working relationships and cooperate with all levels of management to meet departmental and company objectives.
• Create a continuous improvement culture and participate in LEAN initiatives to improve processes and reduce waste.
• Provide updates of results and new initiatives to store field leadership as required by the line of business.
• Establish criteria for measuring and evaluating performance against standards to deliver or exceed KPIs and SLAs.
• Communicate business changes and new requests across CCO, ensuring alignment of support areas to deliver best-in-class support.
• Analyze data to identify issues, trends, or exceptions to drive improvement and find solutions.
• Utilize time management skills to prioritize, organize, and track details of multiple projects with varying completion dates.

Requirements

• Bachelor's degree and at least two years of related experience; or High School diploma/GED and at least five years of related experience and/or training; or equivalent combination of education and experience.
• Willingness to be licensed as a Pharmacy Technician by the state or a nationally recognized certification agency.
• Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
• Experience providing customer service to internal and external customers, meeting quality standards for services, and evaluating customer satisfaction.
• Experience building and maintaining relationships within a team.
• Intermediate level skill in Microsoft Office Suite (MS Excel, Word), including functions like SUM, setting borders, inserting charts, and adjusting table columns.

Nice-to-haves

• Experience in a healthcare or pharmacy environment.
• Familiarity with LEAN methodologies and continuous improvement practices.

Benefits

• Health insurance coverage.
• 401k retirement savings plan.
• Paid time off for vacations and holidays.
• Employee discounts on products and services.