Jennifer Slavens
Rochester,NH
Summary
Operations and people leader with extensive experience spanning frontline operations, multi-site regional support, employee development, performance management, process improvement, and organizational change. Progressed within Walgreens from Certified Pharmacy Technician to Pharmacy Operations Manager, then into a regional support role serving 135 locations across four states before returning to pharmacy operations leadership. Known for stepping into challenging environments, identifying operational and performance gaps, developing practical solutions, and helping teams execute change. Experienced in leading and developing 30+ employees, supporting acquisition integration, coordinating cross-functional initiatives, presenting business results to senior leadership, and partnering with corporate teams and external business partners.
Overview
1
1
Certification
28
28
years of professional experience
Work History
Pharmacy Operations Manager (RxOM)
Walgreens
01.2026 - Current
- Selected to lead pharmacy operations based on organizational needs and opportunities to improve underperforming key metrics.
- Direct daily pharmacy operations, workflow, staffing, scheduling, labor allocation, resource management, delegation, and team accountability.
- Lead and develop 30+ employees, conducting annual performance reviews, coaching, providing feedback, identifying development opportunities, and supporting career progression.
- Approximately 50% of direct reports have advanced to Senior Technician and/or Certified Immunizer roles through development and coaching.
- Improved patient promise-time performance by approximately 30% within 3–4 months, increasing the percentage of prescriptions ready within the promised timeframe.
- Reduced patient phone hold times by approximately 25% within 3–4 months.
- Improved overall business performance metrics by approximately 25% in less than one year while maintaining stable staffing.
- Lead implementation of new technology, process changes, and organizational initiatives while engaging employees in action planning and adoption.
- Partner with field leadership and corporate teams to communicate operational needs, implement initiatives, and maintain accountability for results.
- Manage customer escalations and resolve complex service issues while protecting customer relationships and business standards.
- Selected Growth & Acquisition Work
- Led operations at a location that integrated three acquired Rite Aid stores.
- Supported a period of approximately 220% year-over-year business growth, while maintaining strong employee retention and improving prescription volume, vaccine volume, phone hold times, and promise-time performance.
- Conducted inventory assessments across district locations, identifying opportunities to return or redistribute excess inventory and improve inventory position and overall business performance.
Agile Healthcare Technician / Regional Support
Walgreens
01.2025 - 01.2026
- Provided regional operational support across 135 Walgreens locations in New Hampshire, Maine, Vermont, and Massachusetts, working directly with Regional Healthcare leadership and alongside District Managers, Store Managers, Pharmacy Managers, and Pharmacy Operations Managers.
- Traveled throughout the region to assess store operations, identify performance gaps, troubleshoot workflow issues, and develop practical strategies to improve key business metrics.
- Monitored, tracked, and presented corporate performance metrics and key initiatives through monthly business reviews with the Regional Vice President and broader regional leadership.
- Identified operational deficiencies and assessed root causes affecting workflow, productivity, customer experience, vaccination performance, and other key metric drivers.
- Supported technician development initiatives, including identifying training gaps, developing technicians toward next-level roles, and coordinating the pipeline for Senior Technicians to become certified immunizers.
- Coordinated immunization training classes, monitored course and work completion, followed up on documentation and state certification requirements, and helped employees who fell behind get back on track.
- Supported vaccine clinic operations across staffing clinics when store teams were unable to participate and helping maintain adequate vaccine and supply inventory.
- Supported implementation of new vaccine-clinic software and helped frontline teams adopt new technology and processes.
- Served as an operational and technical triage point during Project Lighthouse, supporting the integration of newly acquired Rite Aid locations. Assessed issues involving phones, computer/software functionality, inventory adjustments, and other operational systems; connected stores with the appropriate support departments and followed issues through resolution.
- Helped develop strategies to improve retention of acquired Rite Aid pharmacies, vaccine volume, patient medication adherence, and other key performance measures.
- Developed and maintained relationships with external healthcare and pharmaceutical business partners, including Pfizer and GSK.
- Partnered with pharmaceutical representatives on field initiatives, including traveling store-to-store with a Pfizer representative to support vaccine education and awareness.
- Served as a conduit between external partners and Walgreens leadership, translating partner priorities into relevant communications, resources, and actions.
- Used Excel, PowerPoint, and Microsoft Copilot to analyze information, build reports, track performance, and prepare leadership presentations.
- Four-State Regional Support
Certified Pharmacy Technician
Walgreens
01.2021 - 01.2025
- Managed day-to-day pharmacy operations, including workflow, staffing, scheduling, labor allocation, delegation, inventory, compliance, customer experience, and team accountability.
- Hired, onboarded, trained, coached, and developed pharmacy technicians while managing performance, attendance, accountability, recognition, and career development.
- Conducted annual performance reviews for employees and used ongoing feedback and action planning to address performance gaps and support growth.
- Identified operational and knowledge gaps and developed hands-on coaching, training, and action plans to improve team performance.
- Led technology rollouts and organizational initiatives, translating corporate expectations into practical frontline execution.
- Managed customer escalations, resolved complex service concerns, and worked to maintain customer relationships and retention.
- Supported healthcare initiatives including vaccination programs, medication adherence, community outreach, and patient services.
- Maintained operational, inventory, quality, compliance, asset-protection, and prescription-processing standards in partnership with pharmacy leadership.
- Selected Project — Project Patriot
- Selected as Team Manager for a month-long acquisition initiative in Louisiana, supporting the transition of a newly acquired grocery-store pharmacy into Walgreens operations.
- Led and coordinated approximately 20 legacy Walgreens pharmacists and technicians, delegating training responsibilities and matching experienced employees with newly acquired team members.
- Developed legacy team members as trainers and subject-matter resources, creating a sustainable knowledge-transfer structure.
- Provided hands-on coaching, real-time problem solving, and operational support to newly acquired employees.
- Served as a key liaison between the newly acquired store, field leadership, and corporate partners, translating operational needs and corporate expectations between groups.
- Traveled to Ohio to provide additional acquisition support and training for newly acquired team members.
Certified Pharmacy Technician
Walgreens
01.2019 - 01.2021
- Returned to Walgreens as a Certified Pharmacy Technician, supporting prescription processing, patient service, pharmacy workflow, insurance resolution, inventory, and daily operational needs.
- Quickly developed within the organization and progressed into Pharmacy Operations Manager leadership.
- Built frontline expertise in Walgreens systems, processes, customer experience, compliance, and pharmacy operations that later supported advancement into leadership and regional roles.
Certified Senior Pharmacy Technician / District Trainer
Rite Aid
01.2007 - 01.2010
- Selected for a newly created District Trainer pilot position, providing training and operational support across 21 pharmacy locations.
- Trained newly hired technicians and pharmacists and retrained existing employees on new procedures, systems, and operational expectations.
- Visited stores to observe workflow, identify operational gaps, work with pharmacy leadership to develop solutions, and follow up on implementation.
- Worked directly with district, regional, and corporate leadership while supporting store-level operational execution.
- Helped coordinate pharmacist staffing and last-minute coverage for vacations, call-outs, and other shortages to help pharmacies remain open and operational.
- Managed customer complaints escalated beyond the store level, working with customers and store teams to resolve concerns and protect customer relationships.
- Supported store closings, relocations, and grand openings.
- Helped implement HIPAA requirements by completing training and supporting technicians and front-end managers with compliance adoption.
- Performed senior technician responsibilities including prescription processing, insurance issue resolution, inventory management, physician/patient communication, and workflow support.
- 21-Store District
Certified Pharmacy Technician
CVS
01.2004 - 01.2005
Certified Pharmacy Technician
Lancaster General Hospital
01.2003 - 01.2004
Certified Pharmacy Technician
Eckerd Pharmacy
01.2002 - 01.2004
Certified Pharmacy Technician
Walgreens
01.1999 - 01.2002
Education
Associate of Science - Behavioral Science
Granite State College
Rochester, NH01-2015
Skills
- Operations & Leadership: Operations Management
- Multi-Site Operations
- Field Support
- People Leadership
- Workforce Planning
- Performance Management
- KPI Management
- Business Performance
- Resource Management
- Training & Development: Employee Development
- Training & Facilitation
- Coaching & Mentoring
- New Hire Onboarding
- Skills Gap Identification
- Career Development
- Train-the-Trainer
- Performance Improvement
- Projects & Change: Project Coordination
- Change Management
- Implementation
- Acquisition Integration
- Process Improvement
- Workflow Optimization
- Technology Adoption
- Operational Problem Solving
- Issue Triage
- Root-Cause Assessment
- Communication & Collaboration: Stakeholder Management
- Cross-Functional Collaboration
- Business Partner Relationships
- Executive Communication
- Presentations
- Customer Experience
- Conflict Resolution
- Technology & Reporting: Excel
- PowerPoint
- Microsoft Copilot
- Data Tracking
- Performance Reporting
- Operational Technology Systems
Personal Information
Title: Operations & People Leader | Regional Support | Training & Development | Change Management
Certification
- Certified Pharmacy Technician (CPhT), Multi-State Pharmacy Licensure: New Hampshire
- Maine
- Vermont
- Massachusetts
SELECTED AWARDS
2024 Regional Commitment in Operations Award, 2023 Area Winner — Courageous Customer Care Award, Multiple district and regional awards recognizing pharmacy technician skills and performance
Timeline
Pharmacy Operations Manager (RxOM)
Walgreens
01.2026 - Current
Agile Healthcare Technician / Regional Support
Walgreens
01.2025 - 01.2026
Certified Pharmacy Technician
Walgreens
01.2021 - 01.2025
Certified Pharmacy Technician
Walgreens
01.2019 - 01.2021
Certified Senior Pharmacy Technician / District Trainer
Rite Aid
01.2007 - 01.2010
Certified Pharmacy Technician
CVS
01.2004 - 01.2005
Certified Pharmacy Technician
Lancaster General Hospital
01.2003 - 01.2004
Certified Pharmacy Technician
Eckerd Pharmacy
01.2002 - 01.2004
Certified Pharmacy Technician
Walgreens
01.1999 - 01.2002
Associate of Science - Behavioral Science
Granite State College