Giant Eagle, Inc

Fred Bencivengo

Running retail pharmacies inside a high-volume grocery environment is no small task. Every day brings a blend of operational precision, customer engagement, and the need for constant innovation. As Senior Director of Retail Pharmacy Operations at Giant Eagle, Inc., I oversee seven districts, each managed by a district leader, and together we ensure that every pharmacy under our umbrella runs seamlessly. From labor management and customer service to immunization goals, clinical operations, and long-term care pharmacy, my role covers every aspect that touches the customer experience and the efficiency of our teams. Simply put, if it involves operating a pharmacy, it involves me.

Our operations rest on a simple but powerful foundation: safety and service. These are the twin pillars that support everything we do. The pharmacy industry has changed dramatically in recent years, with closures of major retail chains reshaping customer behavior and expectations.

As competitors close their doors, we welcome a growing number of customers — sometimes overnight. One example that stands out is when we acquired multiple Rite-Aid locations. The volume shift was immense; Somes stores increased 3 fold overnight. There’s no easy way to prepare for that kind of change.

The transition involved not just transferring prescription data but also remodeling stores, expanding will-call bins, hiring additional pharmacists and technicians, and managing customer expectations during the shift. It was a challenge, but it underscored the agility and commitment of our teams to deliver care even under immense pressure.

Continually Evaluating New Tools

Balancing speed and safety in such an environment is an ongoing process. Customers expect efficiency — they want prescriptions filled while they finish their grocery shopping — but pharmacy is not a business that can afford shortcuts. Every prescription must be verified, every interaction handled with care.

That’s why integrating our pharmacy and grocery operations is such a focus for me. We’re constantly exploring how to strengthen the idea that food is medicine. By bridging those two worlds, we’re not only serving customers more holistically but also emphasizing preventive health and wellness in ways that resonate with today’s consumers.

Technology has been a major enabler in achieving operational efficiency without sacrificing the personal touch. We continually evaluate new tools to make processes smoother for both customers and team members. Our central fill location, for example, is a game changer.

Roughly half of all prescriptions are filled there and delivered to stores the next day. This system relieves pressure on in-store teams, allowing pharmacists to focus on clinical care and immunizations — the human side of pharmacy that no machine can replace. Automation can count pills, but it can’t offer empathy or a reassuring word to a patient receiving a vaccine.

“I make it a point to keep teams involved in decision-making and to encourage feedback, even when we can’t act on every suggestion.”

Our auto-refill program and text notification system have also reduced friction for customers. Once enrolled, patients don’t have to call to ask whether a prescription is ready or how much it will cost — they simply receive a notification when it’s time to pick up. It’s convenience without losing connection. Looking ahead, artificial intelligence will play a growing role in how we communicate with customers.

Most calls to a pharmacy are simple — checking hours or verifying if a prescription is ready — and these don’t always require human intervention. Current IVR systems can handle basic queries, but AI promises a more conversational experience that feels natural and intuitive. When that happens, both customers and teams will benefit from reduced call volumes and improved response times.

Perseverance and Adaptability Matter

Of course, no technology or process improvement matters without a strong team culture. Our people are at the heart of everything. I’ve learned that some of the best ideas come directly from the front lines — from technicians, pharmacists, and store staff who interact with customers every day. I make it a point to keep teams involved in decision-making and to encourage feedback, even when we can’t act on every suggestion.

Inclusion and diversity are also vital to our success. We serve communities that span cities, suburbs, and rural areas, and our teams reflect that diversity. When a team member can relate to a customer’s background or experience, service becomes more genuine and trust deepens. Winning in this business requires collaboration, empathy, and representation at every level.

For those looking to build a career in retail operations, my advice is simple: never stop learning, and never stop raising your hand. Growth doesn’t come from staying comfortable in one location or one role. I’ve had to apply multiple times for promotions throughout my career — each rejection became a lesson in self-improvement. Learn why you didn’t get it, fix the gaps, and try again. Perseverance and adaptability matter more than speed.

Operational Excellence and Meaningful Impact

Just as important, stay attuned to how the industry is changing. Pharmacy today is not what it was in the 1980s or 1990s. Margins are tighter, reimbursement structures more complex, and customer expectations higher. We can’t run a business sustainably if we rely only on dispensing pills in bottles. The future lies in embracing clinical services, preventive care, and technology. I know pharmacists who still resist giving immunizations, and I worry for their longevity in the field. To stay relevant, you must evolve.

Leading a large pharmacy network means constantly balancing the human element with operational discipline. It’s about making sure the people behind the counter feel empowered, valued, and equipped to deliver care — while ensuring that every process, every piece of technology, and every decision supports the customer experience. At Giant Eagle, that’s what we strive for every day: to be more than a place where prescriptions are filled. We aim to be a trusted health partner in every community we serve.

The challenges of modern retail pharmacy are immense, but so are the opportunities. When safety and service remain the compass points, and innovation serves humanity rather than replacing it, the result is not just operational excellence — it’s meaningful impact.