Job Description:

Job Summary:

The Contact Center Application Program Manager is instrumental in driving program delivery in our fast-past Conversational Customer Engagement team. Responsible to lead, organize, direct, manage and control activities of programs that are large, interrelated, and complex in scope. Programs and applications involve participation from and have an impact on multiple functions within Pharmacy and Retail Operations. Programs include significant magnitude and importance to the execution of corporate business and centralized services strategies and achievements of company objectives.

Job Responsibilities:

• Develops, maintains, and communicates processes and standard practices related to the design, development, and implementation of application solutions and patterns.

• Fosters and encourages solution reuse within Business Units and at the Enterprise level.

• Facilitates and enables the integration of applications and business processes using common methods, in managing projects with enterprise-wide impact.

• Develops and maintains conceptual, logical, and physical application architecture, in the research and development, planning, deployment, and training of application technologies, and the retirement of obsolete applications.

• Provides leadership in the logical and physical design of application systems, and ensures design is consistent and well integrated with existing conceptual, logical, and physical application architectures.

• Analyzes and estimates feasibility, costs, time, and resources needed to develop, and implement application systems for projects with enterprise-wide impact.

• Researches and evaluates software technology, products, and solutions, and make recommendations on technology/production introduction, phase out, and retirement.

• Assists in application portfolio management, standards development, maintenance, and governance.

• Consults with clients to prototype, refine, test, and implement applications to meet needs.

• Develops and mentors staff through on-boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is appropriately staffed with required competencies; fosters adiverse and inclusive workplace.

About Walgreens and WBA :

Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170 year heritage of caring for communities. WBA’s purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation’s medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high quality products and services in communities nationwide.

The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits

"An Equal Opportunity Employer, including disability/veterans"

Job ID: 1376383BR

Title: Contact Center Application Program Manager

Company Indicator: Walgreens

Employment Type:

Job Function: Business Development/Planning

Full Store Address: 108 WILMOT ROAD,DEERFIELD,IL 60015

Full District Office Address: 108 WILMOT ROAD,DEERFIELD,IL,60015-05108-00001-Y

External Basic Qualifications:

• Bachelor’s Degree and at least 4 years of experience in program management OR High School/GED and at least 7 years of experience in program management.

• Experience in process improvement, gap analysis, configuration and customization work,planning and managing the scope and all deliverables of an IS Retail implementation.

• Experience presenting and reporting on program plans and cost benefit analysis to appropriatestakeholders, executives and senior management.

• Experience utilizing verbal and written communication skills, articulating and communicating information and ideas to varying audiences and in multiple written styles (persuasive, informative, narrative) in order to negotiate/gain accessto information and records.

• Experience using analytical skills, tools and techniques to investigate information and to drawconclusions.

• Experience in diagnosing, isolating, and resolving complex issues and recommending andimplementing strategies to resolve problems.

• Experience with project management (for example: planning, organizing, and managingresources to bring about the successful completion of specific project goals and objectives).

• At least 2 years of experience contributing to financial decisions in the workplace.

• At least 2 years of direct leadership, indirect leadership and/or cross functionalteam leadership.

• Willing to travel up to/at least 15% of the time for business purposes(within state and out of state).

Preferred Qualifications:

• Experience with large-scale, technology-heavy, voice channel systems (IVR, CTI, ACD/PBX, CRM)

• Understanding of and experience with Contact Center operations, call routing practices, AI tools and products

• Flexible to work independently with minimal supervision, and collaborate on multi-disciplinary teams

• Be able to fit into a fast-paced environment working on multiple projects simultaneously

• Experience with speech recognition, voice biometrics, speech synthesis software, and chatbot design

• Fluency or near-fluency in Spanish and Retail pharmacy experience a plus

• Master's Degree

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