16 days old

Director, Process Improvement Centralized Services (Contact Center)

Deerfield, IL
Job Summary

Responsible for providing leadership, direction and execution of strategic vision to a team accountable for developing improvements in Centralized Services. Responsible for process control, documentation of all process related content, and version control of this content. Responsible for executing the Centralized Services Capital, Systems and Processes Improvement strategy by developing and implementing an operating plan, processes and layout, and equipment selection plan to optimize processes in Operations across Centralized Services, resulting in efficient and cost effective operations.

Job Responsibilities
  • Develops the vision, direction and strategy for productivity and process improvements across operations, including identifying industry best practices and processes to support the strategy.
  • Develops an implementation plan iterating the rollout of the execution of the strategy.
  • Drives the execution of the strategy throughout Centralized Services, resulting in increased efficiency, productivity, improved quality and cost-effectiveness.
  • Identifies process automation opportunities and drives the execution of this automation across Centralized Services.
  • Research, tests and approves all platform or operating system improvements to ensure the selection is appropriate and meets the goals and objectives of the business.
  • Responsible for the assessment of year over year productivity improvements by conducting Kaizen - Continuous Improvement events and ensuring the development of metrics and reporting methods to track and report process improvement.
  • Stays abreast of best practices for integration into the strategy of building a world-class organization.
  • Collaborates with management and IT in the development and understanding of strategies, determines and leads the initiative to develop the service levels and performance metrics to support the strategic direction.
  • Engages cross-functional management, through collaboration and building relationships, in the execution of the process improvement strategy to further ensure enterprise-wide acceptance and compliance.
  • Responsible for developing, planning as well as managing departmental expense and capital budgets.
  • Develops and mentors staff through on-boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is appropriately staffed with required competencies; fosters a diverse and inclusive workplace.

Walgreens, one of the nation's largest drugstore chains, is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc., the first global pharmacy-led, health and wellbeing enterprise. More than 10 million customers interact with Walgreens each day in communities across America, using the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice. Walgreens operates 8,175 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Walgreens omnichannel business includes Walgreens.com. Approximately 400 Walgreens stores offer Healthcare Clinic or other provider retail clinic services.

As the neighborhood drugstore and retailer, our goal is to make health and happiness simpler, easier and within reach. And we remain a trusted wellness provider offering convenient access to important health services, such as immunizations and an array of pharmacy services that can help patients improve their health. To our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment. We offer the chance to work in a truly supportive environment, and be a part of a progressive organization dedicated to the well-being of our customers, team members and the communities we all call home.


Basic Qualifications

  • Bachelor’s Degree and at least 5 years of combined experience managing a retail pharmacy, logistics operations OR managing manufacture process engineering.
  • Experience with process design, re-engineering, organizational transformation, concept facility layout design, equipment vendor selection and Project Management skills.
  • Lean Six Sigma Black Belt or Six Sigma Black Belt certification.
  • Experience developing a strategy for improving processes in a pharmacy, manufacturer or logistics operation.
  • Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
  • Experience in providing training to professional engineers.
  • Knowledge of new trends in Pharmacy Retail and centralized service operations.
  • Advanced level skill in Microsoft Excel (for example: using AVERAGE function, merging and centering cells, printing centered page and/or creating a pivot table).
  • Advanced level skill in Microsoft PowerPoint (for example: changing picture styles, customizing animation and/or setting automatic slide timings).
  • Advanced level skill in Microsoft Word (for example: adding developer tab, creating a macro, formatting table style, inserting comments and/or creating a mail merge).
  • At least 3 years of experience planning, developing, and managing departmental expense and capital budgets.
  • At least 3 years of experience directly managing people, including hiring, developing, motivating, and directing people as they work.
  • At least 5 years of experience in indirect management of team members, including assisting in the development, training and assignment of work/projects to other team members.
  • Willing to travel at least 25% of the time for business purposes (within state and out of state).

Preferred Qualifications

  • Bachelor’s Degree in Industrial Engineering
  • Master’s Degree in Industrial Engineering or MBA
  • Project Management Certification
  • Extensive modern contact center exposure utilizing Artificial Intelligence and Robotic Process Automation


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Director, Process Improvement Centralized Services (Contact Center)

Deerfield, IL

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