Troy Mills is the leader for Walgreens Customer Care Operations. In his role, he is accountable for the strategic direction as well as the service delivery for customer care across the business. Walgreens services over 1 Billion calls annually across its 7800 stores and 25 contact centers. In his role since early 2011, Troy is charged with leading the Customer Care Transformation, which supports the company’s goals to be the leading Health and Wellness company in the country. He reports directly to the CIO as well as the Chief Customer Experience Officer and is based at the Walgreens corporate office in Deerfield IL.
Prior to joining Walgreens, Troy was Vice President of Operations, Quality and India Benefits Services for Hewitt Associates. He was accountable for leading the 6100 person Shared Services organization for the Benefit Outsourcing division as well as leading both the LEAN Quality Office and the Benefits Outsourcing Business Transformation Program. Troy has over 22 years of experience in Operations, IT and Quality, the vast majority of it spent with General Electric where his last role was V.P. - Global Operations & Collections Leader for the consumer banking division GE Money.
Troy graduated from the University of Connecticut in 1990 with a degree in Organizational Communication. He is also a certified Six Sigma Master Black Belt and was a graduate of GE’s prestigious Management Development Program as well as Executive Leadership Development Program.