The Retail Operations Development Manager is responsible for the design, features, operations, and outcomes of the retail brand including brand training, standards, and support patient and staff experiences. Develops the vision and strategy to create a highly engaging retail experience leveraging a variety of business strategies and technology platforms. Works to develop product feature roadmap, develop and deliver operational metrics, and continually capture consumer and patient feedback to drive the product. Works in partnership with information systems, consumer experience, marketing, and clinical teams to enhance retail capabilities in the delivery of health care.
Leader of People: Provide overall leadership for cross-functional teams effectively working across the organization with key stakeholders. Collaboratively define retail experiences for the consumers and patients, leveraging multiple channels in a way that is engaging and intuitive. Collaborate with care delivery and service line leadership to identify new concepts and features to enhance the retail experience and drive customer/patient engagement forward. Deliver results while working through others in a highly matrixed organization and motivate a team culture that is respectful and supports the values of excellence and integrity.
Fiscal Steward: Works as part of a matrixed team partnering with information services, customer experience, and marketing in order to determine investment needs, projects and priorities. Plans, oversees and ensures completion of approved projects through internal and external resources. Ensures safe care to patients, staff and visitors; adheres to all policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
Strategic Planner: Provide leadership in the refinement and fulfillment of the health system?s retail health strategy to develop a vision, go-to-market and execution road map to support the aggressive growth of the health system?s retail platform, ensuring the system remains vibrant in today?s changing healthcare marketplace. Effectively communicates the vision and strategic plan for change to internal and external stakeholders. Works as part of a matrixed team partnering with information services, customer experience, and marketing in order to determine investment needs, projects and priorities. Develop a robust set of operational KPIs (consumer and business based) to track consumer/patient retail activity, platform leverage, and engagement.
Relationship Builder: Discover and evaluate partnerships (internal & external), next generation technologies and customer/patient services by continuously searching and testing new retail concepts. Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
Customer Partnership: Demonstrates commitment to our customer/patients by integrating our culture in all internal and external customer interactions; delivers on our brand promise of advancing health and personalized care through compassion, credibility and commitment to community. Understand the human centered design fundamentals and focus on customer centricity.
EDUCATION: Required:
Bachelor's degree in Business, Marketing, Engineering, Computer Science, or related field
Preferred:
Master?s degree in Healthcare Administration, Business or related field
EXPERIENCE: Required:
2 years of retail management or development
Preferred:
5 years of retail management experience within a large, cross-functioning organization.
LICENSURE/CERTIFICATION/REGISTRY/LISTING: Required:
Valid Driver's License | If driving Cone Health vehicle, must have 5 years of driving experience and MVR must be approved by Risk Management
