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 expectations and build loyalty.
• Accountable for improving overall customer service metrics.

Operations

• Supervises store operation and team members, including assigning daily activities, delegating tasks, opening/closing shifts, approving time records, managing scheduling conflicts to ensure proper coverage.
• Collaborates with external partners to drive store growth and supports external partnerships and community outreach opportunities.
• Supports Store Manager in leveraging data, analysis, and team input to make data-driven decisions, follow-up, and monitor impact.
• Supervises cash management, including register counts, bank withdrawals, safe deposits, change orders, and oversees bookkeeping.
• Supervises inventory, completes resets, analyzes trends, and trains team members on inventory procedures.
• Ensures execution of operational feedback through delegation and supervision.
• Maintains store cleanliness, manages repairs, responds to emergencies, and ensures safety and compliance with policies and laws.

Business Performance Management

• Analyzes financial and performance data; creates action plans to support business goals.
• Uses KPIs and other tools to engage the team and drive store improvements, collaborating with the Store Manager on sales 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, goal setting, feedback, and recognition.
• Recruits and retains talent, builds talent pipelines, and manages staffing and hiring processes.
• Follows proper procedures for recruitment, record keeping, and training, fostering a culture of accountability.

Training & Personal Development

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

Communications

• Communicates regularly with team members through discussions and meetings.
• Assists in planning and communicating store strategies.

Qualifications include a Bachelor's degree or equivalent experience, leadership abilities, completion of Store Manager training (LEAP), fluency in English, flexible schedule, willingness to accept promotion, and ability to transfer locations.

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