Manager - Consumer Escalations

Walgreens Boots Alliance - Deerfield, IL

Full-time - Manager

Deerfield, IL

10,001+ employees

Health and Personal Care Retailers

About the position

The Manager - Consumer Escalations at Walgreens serves as a key liaison for both internal and external clients, focusing on delivering exceptional service and managing escalations related to various corporate functions. This role involves creating strategies to enhance relationships across departments, ensuring compliance with company policies, and leading initiatives to protect the Walgreens Brand during critical events. The manager will oversee a team, drive continuous improvement, and ensure customer satisfaction while managing performance and productivity.

Responsibilities

• Manage a group of team members in Centralized Services, ensuring quality of work and productivity.
• Oversee business relationships, focusing on cost, process improvement, and analytics to meet SLAs.
• Coordinate and control activities, plans, and programs of the immediate staff.
• Administer company policies and standard operating procedures to meet business expectations and compliance.
• Maintain good working relationships with all levels of management to meet departmental objectives.
• Create a culture of continuous improvement and participate in LEAN initiatives.
• Provide updates on results and new initiatives to store field leadership as required.
• Establish criteria for measuring performance against standards to exceed KPIs and SLAs.
• Communicate business changes and new requests across CCO to ensure alignment in support areas.
• Analyze data to identify issues and trends for improvement.

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; 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 implementing strategies to resolve them.
• Experience in providing customer service to internal and external customers, meeting quality standards.
• Experience in building and maintaining relationships within a team.
• Intermediate level skills in Microsoft Office Suite, particularly MS Excel and Word.

Nice-to-haves

• Master's degree/MBA
• Experience with Risk Management
• Experience directly managing people, including hiring and developing staff.
• Experience with project management, including planning and resource management.

Benefits

• Health insurance
• 401k plan
• Paid time off
• Employee discounts
• Professional development opportunities