Manager, Innovation & Design – Retail Online Fulfillment

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. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary:

The Retail Online Fulfillment team enables customers to shop CVS online by supporting accurate, complete, and timely fulfillment of front store merchandise and prescription orders across pickup, delivery, and ship-to-home channels. The Manager, Innovation & Design is responsible for developing, testing, implementing, and continuously improving front store online fulfillment capabilities. This role translates customer, colleague, operational, inventory, and performance insights into a strategic roadmap that drives measurable business improvements.
The position partners closely with Store Operations, Digital, Product, Technology, Supply Chain, Final Mile, Workforce Management, Analytics, and field leadership to deliver scalable solutions. A key focus is improving order completeness by addressing inventory accuracy, replenishment, item data, workflow, and operational barriers that prevent customers from receiving full orders. The Manager owns the process of identifying opportunities, validating solutions in stores, measuring results, and scaling successful interventions across the business. Success in this role requires a blend of strategic thinking and hands-on operational leadership, with the ability to navigate ambiguity, influence cross-functional partners, build data-driven recommendations, and clearly communicate outcomes, risks, and tradeoffs.

Primary Job Duties & Responsibilities:

• Develop and execute the omnichannel fulfillment strategy and roadmap across Buy Online Pickup in Store (BOPIS), Same-Day Delivery, Ship from Store, Grab & Go, curbside, and emerging fulfillment capabilities, aligning initiatives with customer needs, business priorities, and operational goals
• Lead end-to-end innovation, design, testing, and implementation of fulfillment solutions, partnering with Product and Technology teams to develop, pilot, launch, and continuously improve scalable capabilities that enhance customer and colleague experiences
• Drive improvements in order completeness and inventory availability by partnering with cross-functional teams to identify and resolve inventory, replenishment, item-data, merchandising, and store execution challenges that impact fulfillment performance
• Monitor performance, analyze insights, and lead continuous improvement efforts by leveraging operational and customer metrics, conducting root cause analyses, evaluating pilot results, and implementing corrective actions that improve fulfillment outcomes
• Provide cross-functional leadership and change management by building strong partnerships across Store Operations, Digital, Technology, Supply Chain, Analytics, and field leadership to align stakeholders, drive decision-making, support adoption, and ensure sustainable execution of new capabilities

Required Qualifications:

• 5+ years of experience leading complex cross-functional initiatives from problem definition and business case development through design, testing, implementation, stabilization, and continuous improvement
• Demonstrated ability to navigate ambiguity and drive strategic outcomes, including defining future-state solutions, prioritizing workstreams, managing risks, and making data-driven recommendations in evolving environments
• Strong knowledge of retail operations and frontline workflows, with the ability to translate customer, operational, and business needs into practical, scalable processes and solutions
• Experience partnering effectively with cross-functional stakeholders, including Product, Technology, Operations, Inventory, Supply Chain, Analytics, field teams, and senior leadership, coupled with strong communication, facilitation, and influencing skills
• Strong analytical and project leadership capabilities, including the ability to evaluate performance data, identify root causes, manage multiple priorities and dependencies, and drive measurable business results; proficiency in Microsoft Office Suite and willingness to travel up to 20% as business needs require

Preferred Qualifications:

• Retail store or field operations experience, with a strong understanding of frontline workflows, execution challenges, and customer experience in a retail environment
• Experience with omnichannel and online fulfillment operations, including Buy Online Pickup in Store (BOPIS), same-day delivery, ship-from-store, order management, pick-and-pack processes, and last-mile delivery solutions

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