Director Customer Resolution

This role is responsible for managing highly escalated client-facing issues within our pharmacy-based specialty healthcare services organization. This includes overseeing service operations related to specialty pharmacy and home delivery, centralized client support, and logistics recovery for prescriptions. The role requires direct interaction with clients, including health plans, providers, and patients, to resolve concerns swiftly and ensure an exceptional service experience. This role lead process improvement initiatives, manage high-touch client engagements, and coordinate logistics recovery with internal and external teams.

Job Responsibilities

• Leads resolution of highly escalated client issues, including physician and patient complaints, service disruptions, and delivery concerns. Serve as the primary escalation point for home delivery and centralized client service issues.
• Acts as a direct liaison to health plans, patients, providers, and pharmacy benefit managers (PBMs). Join client calls to address problems head-on, ensuring clear communication and resolution.
• Supports high-touch and white-glove service implementations, including coordination for complex patient populations and referrals from multiple health plans. Manages a team that serves as the single point of contacts (SPOCs) for high-priority clients and MD offices.
• Manages the analysis and presentation of provider satisfaction results (e.g., IPSOS survey data), including verbatim comments. Share insights with operations to drive continuous service improvement.
• Conducts root cause analysis for service failures and Better Business Bureau escalations. Identifies and leads process improvement efforts to prevent recurrence and improve client satisfaction.
• Oversees post-shipment recovery operations, including reshipping of prescriptions due to delivery failures (e.g., FedEx issues, weather delays). Ensure timely resolution through coordinated response with logistics partners and pharmacy teams.
• Tracks and reports patient and physician satisfaction metrics. Maintains service excellence with target benchmarks.
  

About Walgreens

Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

• Bachelor's degree and at least 6 years of experience in Client Issue Resolution OR High School/GED and at least 9 years of experience in Client Issue Resolution.
• Proven success in managing escalated client relationships and service operations.
• Problem solving and decision-making skills with the ability to prepare statistical studies and reports that support recommendations presented in order to facilitate informed decisions.
• Strong analytical skills and experience with root cause analysis and process improvement. Ability to listen and elicit information effectively; excellent organization, motivation, leadership and interpersonal skills.
• Excellent communication and interpersonal skills, with client-facing experience.
• Ability to manage cross-functional teams and collaborate with logistics, clinical, and operational departments.
• At least 2 years of experience contributing to financial decisions in the workplace.
• At least 3 years of direct leadership, indirect leadership and/or cross-functional team leadership.
• Willing to travel up to 25% of the time for business purposes (within state and out of state).

• Master's degree in business or related area of study.
• Bachelor's degree in Pharmacy or PharmD.
• Current Pharmacy License/Registration with the State Board of Pharmacy in the state in which the position is located.

We will consider employment of qualified applicants with arrest and conviction records.

The Salary below is being provided to promote pay transparency and equal employment opportunities at Walgreens. The actual hourly salary within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled. To review benefits, please click here jobs.walgreens.com/benefits. If you are applying on a job board or unable to click on the link, please copy and paste this URL into your browser jobs.walgreens.com/benefits