Manager, Drive Thru Customer Experience

About the Role

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. The Drive‑Thru Customer Experience Manager owns the customer‑experience workstream within the broader drive‑thru portfolio, shaping the roadmap, priorities, and day‑to‑day support for how patients are triaged and served in the pharmacy drive‑thru. This role advances improvements that reduce friction, shorten transaction time, increase throughput, and improve Net Promoter Score (NPS) at a critical, time‑sensitive touchpoint in the patient journey.

Responsibilities

• Own the customer‑experience roadmap within the broader pharmacy drive‑thru portfolio, with clear goals for reducing friction, reducing transaction time, increasing throughput, and improving NPS.
• Provide day‑to‑day operational support for drive‑thru customer experience and triage, helping stores resolve issues quickly and keep patients moving through the lane.
• Use data and insights to inform customer‑experience improvements in how patients are queued and served based on prescription status and type, lane availability, payment tender, pharmacist intervention required, and other factors.
• Partner across the enterprise to advance customer‑experience solutions that meet patients’ prescription needs before and when they arrive at the drive‑thru.
• Influence proactive patient messaging and CVS app enhancements to resolve needs earlier in the journey and reduce friction at the lane.
• Monitor drive‑thru performance and patient feedback to identify friction points, root causes, and opportunities for continuous improvement.
• Design and lead pilots and test‑and‑learn efforts for customer‑experience enhancements, defining success measures and scale recommendations.
• Build strong partnerships across Pharmacy Growth, Legal, Compliance, DDAT, Retail Store Operations, Field Leadership, and vendor teams to enable aligned, efficient delivery within the broader drive‑thru transformation roadmap.

Required Qualifications

• 5+ years of experience in retail or pharmacy operations, customer/patient experience, or a similar business model.
• 5+ years of experience owning a customer‑experience strategy or roadmap and leading cross‑functional projects from planning through execution.
• 5+ years of experience improving operational processes and driving measurable gains in speed, throughput, or satisfaction in a fast‑paced environment.
• Experience shaping proactive customer messaging or digital/app experiences to reduce friction and resolve needs earlier.
• Experience partnering with cross‑functional teams such as Digital, DDAT/IT, Analytics, Pharmacy Growth, Legal, Compliance, Retail Store Operations, and vendor partners.
• Strong communication and influence skills, with the ability to align partners and drive field adoption of new experience solutions.
• Proven ability to lead through ambiguity and support large‑scale operational change.
• Advanced skills in Microsoft Office Suite, including Excel, PowerPoint, Word, and Outlook.
• Occasional travel, up to 25%, may be required based on the needs of the business.

Preferred Qualifications

• 8+ years of experience in retail or pharmacy operations, customer/patient experience, or a related environment.
• Direct experience with pharmacy operations, drive‑thru, or high‑volume service‑lane environments.
• Experience with queue management, routing/triage logic, or throughput optimization.
• Experience partnering with Digital/product teams to influence app or customer‑facing digital enhancements.
• Experience developing executive‑ready business cases and readouts tied to experience, throughput, and financial outcomes.
• Experience leading field adoption of new customer‑experience tools, processes, or programs.
• Experience using analytics and reporting tools to evaluate operational performance and identify improvement opportunities.
• Retail field or store experience.

Education

Bachelor’s degree or equivalent experience.

Pay

The typical pay range for this role is $66,330 – $145,860 per year (base salary). The actual offer will depend on 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.

Schedule

Full‑time, 40 hours per week. Occasional travel up to 25% may be required.

Benefits

Comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. Includes medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and additional resources based on eligibility.