Senior Operations Manager, Pharmacy

Responsibilities

• Owns end-to-end performance of a multi-tiered pharmacy contact center operation.
• Accountable for service levels, quality, compliance, and participant experience.
• Ensures team operates within licensing, regulatory, and client requirements.
• Leads and manages the daily operations of the Pharmacist and Pharmacy Technician teams.
• Ensures the escalation pathway from Pharmacy Technician (initial contact) to Pharmacist (clinical review) runs smoothly.
• Monitors, analyzes, and reports on core KPIs, including average handle time, first-contact resolution, quality/accuracy scores, and participant satisfaction.
• Identify and lead process improvement initiatives that simplify complexity for both staff and participants.

• 5+ years of operations management experience in a contact center, pharmacy, or healthcare services environment, including direct leadership of licensed clinical staff.
• Working knowledge of pharmacy benefit management (PBM) or retail/mail-order pharmacy operations, including prescription verification, transfer, and dispensing workflows.
• Demonstrated experience managing performance against service-level agreements and quality/compliance metrics.
• Strong understanding of pharmacy licensing requirements (e.g., state Pharmacist and Pharmacy Technician licensure) and the ability to track compliance across a team.
• Experience building and managing rotating schedules, including weekend and holiday coverage.
• Advanced verbal and written communication skills, with the ability to represent the team to clients, prescribers, and cross-functional partners.
• Proven ability to coach, develop, and retain talent in a fast-paced, regulated environment.

Demonstrates expertise in managing multi-tiered pharmacy contact center operations, ensuring compliance with pharmacy licensing requirements and service-level agreements while leading clinical staff. Proven ability to analyze performance metrics and implement process improvements to enhance participant experience and operational efficiency.