Enterprise Operations Manager

Enterprise Operations Manager Job Summary

Red Sail is committed to delivering an exceptional experience for our customers. The Enterprise Operations Manager plays a critical role in fulfilling that commitment by serving as the dedicated operational and technical partner for assigned strategic customer(s). Acting as the customer's trusted operational advisor and primary point of contact for technical and service delivery matters, the Enterprise Operations Manager develops a deep understanding of each customer's business, pharmacy operations, systems, and strategic priorities.

This knowledge enables the role to provide proactive guidance, personalized support, and rapid resolution of complex operational challenges. The Enterprise Operations Manager owns day-to-day operational success by coordinating resources across Red Sail, driving cross-functional execution, and ensuring issues are resolved efficiently and effectively. Through strong partnership, technical expertise, and end-to-end accountability, this role ensures customers experience Red Sail as one integrated team committed to their long-term success.

• Serve as the dedicated operational and technical partner for assigned strategic customer(s), developing trusted relationships through exceptional service and operational excellence.
• Develop a comprehensive understanding of each customer's pharmacy operations, business priorities, pharmacy management systems, integrations, claims routing, data exchanges, and unique workflows.
• Partner closely with the assigned Business Development Manager to deliver a seamless customer experience, ensuring strong coordination between commercial strategy and operational execution.
• Maintain comprehensive customer playbooks, including technical configurations, operational workflows, contact maps, customer preferences, known issues, and account-specific procedures.

• Serve as the primary operational owner for customer issues, providing end-to-end ownership from initial engagement through successful resolution.
• Resolve technical and operational issues quickly and accurately, minimizing disruption to pharmacy operations and maintaining proactive communication throughout the resolution process.
• Troubleshoot issues involving claims processing, transaction routing, connectivity, enrollment, file transfers, integrations, and data discrepancies.
• When escalation is required, engage Engineering, Product, Network Operations, or other internal teams with complete technical context while remaining the customer's single point of accountability until resolution is achieved.
• Coordinate cross-functional resources to ensure customers experience Red Sail as one integrated organization regardless of which teams are involved.

• Monitor operational trends, recurring issues, and account health to identify opportunities for improvement before issues impact the customer.
• Recommend process improvements and operational best practices that enhance customer efficiency, service quality, and overall experience.
• Lead recurring operational reviews focused on service performance, operational metrics, open initiatives, system changes, and continuous improvement opportunities.
• Anticipate customer needs by maintaining a deep understanding of upcoming business initiatives, operational priorities, and platform changes.

• Translate customer needs into clear technical and operational requirements for internal teams while communicating technical concepts to customers in a clear, business-focused manner.
• Act as the internal advocate for assigned customers, ensuring priorities are understood and appropriately represented across Product, Engineering, Operations, Support, and other functional teams.
• Partner with Compliance and Privacy teams to ensure customer communications and data handling align with contractual, regulatory, and security requirements.
• Provide voice-of-customer insights to Product and Operations leadership, helping influence future enhancements and operational improvements.

• 5+ years of experience in enterprise account management, technical account management, customer operations, technical support, customer success, or a related customer-facing role supporting complex B2B environments.
• Demonstrated ability to diagnose and resolve complex operational and technical issues involving integrations, transaction processing,…