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 the operation of the store and team members, including assigning daily activities, delegating tasks, opening/closing/changing shifts, approving time records, managing scheduling conflicts to ensure proper coverage.
• Collaborates with external partners to support community outreach and external partnerships as a resource for Pharmacy Operations Manager.
• Supports Store Manager in leveraging data and team input for decision-making, follow-up, and impact monitoring.
• Supervises cash management, inventory, and store maintenance, ensuring compliance with policies and laws.
• Ensures team members are trained on systems and safety protocols.
• Completes special assignments and manages operational feedback implementation.

Business Performance Management

• Analyzes financial and performance data; creates action plans to support business goals.
• Uses KPIs and operating statements to engage the team and drive store improvements.
• Supports Pharmacy during busy periods, including serving as a pharmacy technician when necessary.

People & Performance Management

• Leads, trains, mentors, and coaches team members; manages performance and discipline.
• Develops talent pipelines, manages staffing needs, and participates in hiring decisions.
• Fosters a culture of accountability and performance improvement.

Training & Personal Development

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

Communications

• Maintains open communication with team members and supports strategic planning and communication efforts.

Qualifications

• Bachelors degree or equivalent experience, or completed Walgreens Community Internship Program, or High School Diploma/GED with two years of supervisory experience.
• Demonstrated leadership, ethics, motivation, communication skills, and business acumen.
• Completion of Store Manager training program or willingness to complete within 12 weeks.
• Fluent in English (except in Puerto Rico).
• Willing to work flexible hours and accept potential promotion and relocation.

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