Job Description

Supervises customer service associates and designated hitters. Responsible for managing the front end of the store and making recommendations on the overall operations of the Pharmacy and Retail Store.

Supports Store Manager with the overall operation of the store to achieve company deliverables; works alternate schedule with the Store Manager with minimal overlap; assumes responsibilities of all store activities in the absence of the Store Manager. Ensures proper merchandising, protection of store assets, and improves store sales and profitability.

Leads and manages store team members, including recruitment, hiring, performance management, and discipline of direct reports to ensure teams are engaged and performing their responsibilities to achieve company deliverables.

Customer Experience

• Engages customers and patients by greeting them and offering assistance with products and services. Resolves customer complaints in a timely manner and answers questions to ensure a positive customer experience. Models and shares customer service best practices.
• Monitors customer service, provides coaching, training, and develops plans for improvements in both the front-end and pharmacy. Empowers team members to find impactful resolutions for customers; seeks solutions that exceed customer expectations and build loyalty.
• Accountable for improving overall customer service metrics.

Operations

• Supervises store operation and team activities, including assigning daily tasks, delegating, opening/closing shifts, approving time records, managing scheduling conflicts, and ensuring proper team coverage.
• Collaborates with external partners to support community outreach and external partnerships as a resource for the Pharmacy Operations Manager.
• Supports Store Manager in leveraging data and team input for decision-making and monitoring impact.
• Manages store cash operations, including register counts, bank withdrawals, safe deposits, change orders, and bookkeeping.
• Supervises inventory, including resets, price changes, trend analysis, and training team members on inventory procedures.
• Ensures operational feedback is executed through delegation and supervision.
• Maintains store cleanliness, manages repairs and emergencies, and ensures safety and compliance with policies and laws.

Business Performance Management

• Analyzes financial and performance data; creates action plans for store improvement.
• Uses KPIs and other tools to engage the team and identify sales opportunities, supporting store growth and performance initiatives.
• Supports pharmacy during busy periods, including serving as a pharmacy technician when necessary.

People & Performance Management

• Leads and trains team members, providing coaching, mentoring, and support for career development.
• Manages performance through responsibilities, goals, feedback, and recognition.
• Recruits and retains talent, builds talent pipelines, and manages staffing needs.
• Follows proper procedures for recruitment, training, and record keeping in compliance with laws and policies.
• Establishes accountability through clear expectations and performance management processes.

Training & Development

• Completes Store Manager training programs and required courses.
• Monitors own performance, seeks feedback, and maintains an Individual Development Plan.
• Maintains valid pharmacy technician license as required.

Communications

• Maintains open communication with team through meetings and discussions.
• Supports Store Manager in planning and communicating store strategies.

Qualifications

• Bachelors degree or equivalent experience, or completion of Walgreens Community Internship Program.
• Leadership abilities, ethics, motivation, communication skills, and business acumen.
• Completion of Store Manager training (LEAP) or willingness to complete Walgreens Leadership Essentials within 12 weeks.
• Fluency in English; willingness to work flexible hours and accept potential promotion and relocation.

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