Director of Quality Management

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Location:

Dallas, TX or Hybrid
Department:
Operations
Job Type: Full-Time, Exempt

Reports To:

VP of Operations

The Director of Quality Management leads the organization's overall quality strategy, with primary ownership of quality assurance while also overseeing broader operational functions that support consistent, compliant, and high-performing service delivery.

• Bachelor's degree in Business, Healthcare Administration, or a related field preferred.

• 5-7+ years of progressive experience in quality management, quality assurance, or operations leadership, preferably within a specialty pharmacy, healthcare, or call center environment.

• Prior experience managing SOP governance, training programs, and quality audit functions required.

• Proven experience leading and developing managers or supervisors across multiple teams.

• Strong strategic and critical thinking skills

• Demonstrated quality management systems and program management expertise

• Strong written and verbal communication skills

• Proven leadership and people-development skills across multiple teams/functions

• Strong analytical skills; ability to translate audit and performance data into action

• Experience building, documenting, and maintaining SOPs and training materials

• Change management skills; ability to drive adoption of new/updated processes

• Dedicated to excellence & quality

• Strategic and self-directed

• Sense of urgency; drives accountability

• Detail-oriented; catches errors and gaps early

• Ethical; respects confidentiality

• Collaborative leader who builds strong cross-functional relationships

• Owns fee-for-service (FFS) quality management, ensuring programs such as free goods are administered accurately, compliantly, and consistently.

• Establishes audit checkpoints and controls to monitor FFS program adherence.

• Partners with program owners to resolve quality gaps and reduce risk.

• Ensures training documentation stays current and reflects how operation teams work relative to SOPs.

• Audits training materials against live SOPs to identify and close gaps.

• Establishes a recurring review cadence for training content and recertification.

• Owns the SOP lifecycle, partnering with department managers to update SOPs as new opportunities, process changes, or regulatory requirements arise.

• Maintains a master SOP repository with version control and a formal approval workflow.

• Facilitates cross-departmental SOP reviews to ensure consistency.

• Builds and maintains an enterprise-wide quality management framework across all operational departments.

• Develops quality KPIs, scorecards, and dashboards; reports performance to senior leadership.

• Leads root cause analysis and corrective/preventive action processes for recurring or high-impact quality issues.

• Manages the Key Accounts team member(s) who work directly with key offices to ensure quick, reliable turnarounds.

• Sets and monitors turnaround-time standards and service expectations for key office relationships.

• Serves as an escalation point when a key office relationship needs director-level attention.

• Provides guidance and direction to the Operations Specialist(s), who operate independently day-to-day, to help them identify where current needs sit so they can plug in quickly on urgent cases.

• Maintains visibility in workload and capacity trends to inform where Operations Specialist attention is most needed.

• Offers coaching and judgment calls when Operations Specialist(s) need direction on prioritization between planned work and emerging urgent needs.

• Owns the SWAT (Urgents) function's strategy and results, managing the SWAT Manager who…