Manager, Customer Engagement Notifications

at  Walgreens

Job Summary
Responsible for overseeing the implementation and management of outbound customer engagement programs including automated refill reminders, adherence outreach and other outreach campaigns targeting customers and healthcare professionals. Responsible for monitoring and optimizing program
results through partnership with vendors, IT and other internal organization. Responsible for overseeing the implementation strategic technology projects, changes, quality, budgets, schedules and meeting the strategic and business requirements of the program.

Job Responsibilities

• Manages multi-million dollar outbound customer engagement programs focused on increasing medication adherence, accelerating revenue and maximizing operational efficiency.
• Recommends and oversees the implementation of the contact strategy including the scripting and timing of outreach.
• Monitors, measures and reports on program results to key business stake holders and proactively identifies areas for improvement.
• Implements quality processes and controls to minimize risks, ensures a positive customer experience and protect the Walgreens brand.
• Proactively recommends and implements enhancements to drive improved program results and ROI.
• Coordinates with contact center leadership, internal stake holders, and external partners to define program strategy, roadmaps and changes.
• Partners with business stakeholders to forecast program capacity and communicate demand needs to external vendors and internal partners such as workforce management and technology teams.
• Coordinates with workforce management to ensure outbound programs are incorporated into overall staffing plans and that appropriate resources are staffed to support program.
• Ensures campaigns comply with relevant federal and state regulations.
• Actively participates in PMO governance processes to ensure appropriate prioritization of projects, resource scheduling and alignment with platform release schedules.
• Provides forecasting updates and reports on adherence to budget.
• Manages strategic vendor partnerships including oversight of quality, performance score cards, resolving service issues, review of invoices and reconciling differences.

BASIC QUALIFICATIONS

• Bachelor’s Degree and at least 2 years of experience in managing and optimizing technology solutions or High School Diploma/ GED and at least 5 years of experience in managing and optimizing technology solutions.
• At least 2 years of experience managing IT projects including definition, scope, requirements, project plans, cost estimates, schedules and forecasts.
• At least 2 years of experience implementing multi-channel outreach solutions including high volume outbound IVR applications.
• Knowledge of call transfer and contact center integration methodologies.
• Experience Identifying and mitigating risk.
• Experience interfacing with individuals at all levels of a large enterprise.
• Experience collaborating with resources (internal and external) to implement solutions that align to departmental goals and are within the established budget and timeline.
• Experience managing vendor relationships including knowledge of SOWs, SLAs, and performance score cards.
• Experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails, letters, reports, presentations) to various audiences (work group, team, company management, prospective acquisitions, external clients).
• At least 1 year of direct leadership, indirect leadership and/or cross functional team leadership.
• Willing to travel up to/at least (10%) of the time for business purposes (within state and out of state).

PREFERRED QUALIFICATIONS

• Bachelor’s Degree and at least 5 years of experience in managing and optimizing technology solutions.
• Master’s Degree in Business Administration.
• Management experience overseeing and optimizing proactive outbound programs for PBM, pharmacy or healthcare companies.
• At least 5 years of experience managing IT projects including definition, scope, requirements, project plans, cost estimates, schedules and forecasts
  We will consider employment of qualified applicants with arrest and conviction records

• Manages multi-million dollar outbound customer engagement programs focused on increasing medication adherence, accelerating revenue and maximizing operational efficiency.
• Recommends and oversees the implementation of the contact strategy including the scripting and timing of outreach.
• Monitors, measures and reports on program results to key business stake holders and proactively identifies areas for improvement.
• Implements quality processes and controls to minimize risks, ensures a positive customer experience and protect the Walgreens brand.
• Proactively recommends and implements enhancements to drive improved program results and ROI.
• Coordinates with contact center leadership, internal stake holders, and external partners to define program strategy, roadmaps and changes.
• Partners with business stakeholders to forecast program capacity and communicate demand needs to external vendors and internal partners such as workforce management and technology teams.
• Coordinates with workforce management to ensure outbound programs are incorporated into overall staffing plans and that appropriate resources are staffed to support program.
• Ensures campaigns comply with relevant federal and state regulations.
• Actively participates in PMO governance processes to ensure appropriate prioritization of projects, resource scheduling and alignment with platform release schedules.
• Provides forecasting updates and reports on adherence to budget.
• Manages strategic vendor partnerships including oversight of quality, performance score cards, resolving service issues, review of invoices and reconciling differences