Operations Manager, Pharmacy Operations

Description

Tru Data Rx , Inc. uses objective clinical data to help clients improve the clinical efficacy and reduce the costs of pharmacy benefits for its members. We are independent from all players in the pharmaceutical manufacturing and distribution industries, enabling us to best serve our clients. We value the following characteristics in our team members:

• Outward Mindset – foundation of our culture, which influences the right behaviors, that leads to results
• Entrepreneurial – the ability to get things done with resources you don’t control
• Humility – deep comfort in knowing when you don’t know and asking questions
• Collaboration – we always give benefit of doubt that each person has something to contribute

The Operations Manager is responsible for leading the day-to-day operations of the Pharmacy Support Specialist (PSS) team, ensuring exceptional service delivery, operational efficiency, and consistent execution of pharmacy call center and prior authorization workflows. This role provides leadership to front-line supervisors and operational support resources while driving continuous improvement through process optimization, technology, and data-driven decision making.

As the operational leader for the PSS organization, the Operations Manager is accountable for workforce performance, service levels, quality outcomes, productivity, and employee development. In addition to managing daily operations, this individual will serve as the business owner for the team’s CRM platform, partnering with internal stakeholders to enhance workflows, automate processes, and improve the overall customer and employee experience.

This position is ideal for a proven call center operations leader who is passionate about building high-performing teams, leveraging technology to scale operations, turning raw data into actionable insights, and creating an exceptional service experience.

• Lead the daily operations of the Pharmacy Support Specialist organization, ensuring efficient and effective handling of inbound and outbound member and provider interactions.
• Build and manage a team of Supervisors responsible for front-line Pharmacy Support Specialists.
• Provide leadership and direction to dedicated Training and Quality Assurance resources to ensure consistent onboarding, coaching, and performance standards.
• Ensure adequate staffing, workload balancing, and operational coverage to consistently meet service level expectations.
• Monitor daily operational performance and proactively resolve issues impacting productivity, customer experience, or quality.
• Foster a culture of accountability, collaboration, continuous improvement, and employee engagement.

• Coach and develop Supervisors to build strong leadership capabilities.
• Establish clear performance expectations and conduct regular performance reviews.
• Partner with Training and QA resources to identify skill gaps and implement targeted development programs.
• Promote a culture focused on quality, customer service, and operational excellence.

• Serve as the operational business owner for the CRM platform supporting Pharmacy Operations.
• Partner with Technology, Product, and Business stakeholders to prioritize CRM enhancements and new functionality.
• Identify opportunities to streamline workflows, eliminate manual processes, and improve operational efficiency through automation.
• Lead continuous improvement initiatives that enhance both employee productivity and customer experience.
• Evaluate operational processes and recommend scalable solutions that support organizational growth.
• Support CRM implementation projects, testing, user acceptance, and change management activities.

• Develop, monitor, and analyze operational metrics, including:
• Service levels
• Average handle time
• Productivity
• Quality scores
• Case accuracy
• Customer experience metrics
• Backlog management
• Produce regular operational reports and dashboards for senior leadership.
• Analyze trends and identify root causes impacting operational performance.
• Develop action plans to improve efficiency,…