Job Description
At CVS, we’re working to be the most Customer-centric company on earth. Our goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small are delivered where and when they need them, as quickly, accurately, and cost effectively as possible. To meet this goal, CVS is continually striving to innovate and provide best in class service levels through the introduction of pioneering new products and services in the last mile delivery space. Come join the team and help us make history!
CVS is seeking a Process Improvement Manager of Onboarding Experience to join our EU Delivery Service Partner (DSP) business. This is a unique opportunity to collaborate with CVS’s Delivery Service Partners to develop safety improvement programmes that help Partners recognize opportunities to improve process, partner with stakeholders to surface blockers and build great relationships to drive improvement at an EU level. CVS’s Delivery Service Partners and their Delivery Associates (DA) are delivering smiles in their communities on a daily basis. This role will focus on improving the on boarding experience, reducing time at each stage, partnering with key stakeholders to improve overall on-boarding experience increasing conversion rate.
This role will work in collaboration with in Central Operations, DSP experience, legal and country teams to identify areas for improvement and develop programme support and process improve tools and process for DSP’s at on-boarding stage.
This role will require some travel.
Key job responsibilities
– Identify areas for improvement in existing onboarding experience, develop and deliver the roadmap for improvement.
– Develop a keen understanding of the experience of DA’s, combining data with anecdotes to develop perspective at the forefront of programme/product development.
– Partner with Global and EU product teams to improve tools available throughout onboarding.
– Build collaborative, influential internal and external relationships with Product, Programme, Field teams and other critical stakeholders to gather information, set action plans, and monitor stakeholder execution to improve the driver experience and programme executions.
– Own the DA experience perspective for onboarding and targeted improvement in onboarding metrics.
– Build collaborative, influential internal and external relationships with Product, Programme, Field teams and other critical stakeholders to gather information, set action plans, and monitor stakeholder execution to improve the DA experience and programme executions.
– Create and own recurring communications to business leaders and key stakeholders on core programmes and opportunities to improve driver engagement, satisfaction, and retention from safety improvements.
– Willingness to travel.
About the team
CVS Logistics, or AMZL, handles ‘last mile’ delivery duties in partnership with third-party distribution businesses. We utilise creative thinking and continuous improvement initiatives to get millions of physical products into the hands of our customers. Our goal is to make our customers’ delivery experience as smooth as possible and roll out global delivery solutions for our newest concepts, like CVS Fresh, Prime Now and CVS Restaurants.
We are open to hiring candidates to work out of one of the following locations:
Madrid, M, ESP
BASIC QUALIFICATIONS
– A degree.
– Relevant experience in programme, product, human resources, customer service or related field.
– Relevant experience managing a team.
– Relevant experience presenting business-related content to executive and senior stakeholders.
PREFERRED QUALIFICATIONS
Preferred qualifications are not required to apply for a position at CVS. If you have all the basic qualifications above, we’d love to hear from you.
– Advanced degree or MBA.
– Relevant experience working with or implementing processes and systems to facilitate large-scale change management.
CVS is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for CVS.
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