Senior Operations Lead, Customer Care

WellDyne; Flevoland; Hybrid; EUR 70,000 - 110,000; Full time

Job summary

WellDyne in the Netherlands is seeking a Senior Operations Lead to oversee complex escalations, operational processes, and service performance across pharmacy and PBM contact center operations. You will partner with Quality, Compliance, Marketing, IT, and WFO to support reporting and process improvements.

The role requires strong communication, data analysis, and the ability to drive root-cause solutions. This hybrid position offers a balance of in-office collaboration and remote work two days a

Qualifications

• 3+ years in contact center, pharmacy operations, PBM, or healthcare operations.
• Experience managing complex or high-visibility escalations.
• Prior supervisory or team leadership experience preferred.
• Experience collaborating with cross-functional partners such as Quality, Compliance, Marketing, IT, or Workforce Optimization.

Responsibilities

• Serve as the operational point of contact for executive level and compliance-related escalations.
• Partner with Marketing to manage and resolve social media and reputation related complaints.
• Support all lines of business in resolving high-impact or sensitive member and client issues.
• Identify root causes and drive process improvements to prevent repeat concerns.
• Oversee pharmacovigilance reporting in partnership with Quality and Compliance teams.
• Support accreditation-related reporting and complaint tracking efforts.
• Create, maintain and monitor complaint dashboards to identify trends and service risks.
• Review and approve SOPs, work instructions, and job aids to ensure operational clarity and consistency across pharmacy and pharmacy benefit operations.
• Monitor and ensure adherence to required turnaround times (including SNO and IT tickets).
• Oversee completion of offline work and provide daily updates to leadership and WFO.
• Identify service gaps and recommend workflow or process improvements.
• Participate in client call calibrations; research escalated issues and provide documented findings.
• Conduct client call reviews and provide summaries, outcomes, and coaching insights.
• Serve as point of contact for designated strategic clients, including large renal care accounts.
• Act as liaison between advocates and WFO for attendance requests and staffing coordination.
• Serve as primary point of contact for Customer Care communications to advocates and BPO partners, including process updates and reminders.
• Support Contact Center leadership and CCA teams during absences or peak operational periods.
• Other duties as assigned.

Skills

Strong communication

Data analysis

Root cause analysis

Time management

Organizational skills

MS Office

WellServ

Tools

SNO

ePost

WellServ

Job description

At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable.

Our Vision:

Powering better health through pharmacy care driven by tech, trust and heart

Our Mission:

To deliver pharmacy care where access is effortless, care is affordable and patients come first.

Summary

The Senior Operations Lead is responsible for overseeing complex escalations, operational processes, and service performance across pharmacy and pharmacy benefit contact center operations. This role serves as the primary operations liaison for executive and compliance related escalations and partners cross-functionally to ensure timely resolution, process consistency, and an exceptional client and member experience. The Senior Operations Lead works closely with Quality, Compliance, Marketing, Workforce Optimization (WFO), IT, and Client Services to support reporting requirements, process improvements, and issue management.

Essential Duties and Responsibilities

• Serve as the operational point of contact for executive level and compliance-related escalations.
• Partner with Marketing to manage and resolve social media and reputation related complaints.
• Support all lines of business in resolving high-impact or sensitive member and client issues.
• Identify root causes and drive process improvements to prevent repeat concerns.
• Oversee pharmacovigilance reporting in partnership with Quality and Compliance teams.
• Support accreditation-related reporting and complaint tracking efforts.
• Create, maintain and monitor complaint dashboards to identify trends and service risks.
• Review and approve SOPs, work instructions, and job aids to ensure operational clarity and consistency across pharmacy and pharmacy benefit operations.
• Monitor and ensure adherence to required turnaround times (including SNO and IT tickets).
• Oversee completion of offline work and provide daily updates to leadership and WFO.
• Identify service gaps and recommend workflow or process improvements.
• Participate in client call calibrations; research escalated issues and provide documented findings.
• Conduct client call reviews and provide summaries, outcomes, and coaching insights.
• Serve as point of contact for designated strategic clients, including large renal care accounts.
• Act as liaison between advocates and WFO for attendance requests and staffing coordination.
• Serve as primary point of contact for Customer Care communications to advocates and BPO partners, including process updates and reminders.
• Support Contact Center leadership and CCA teams during absences or peak operational periods.
• Other duties as assigned.

Education and Experience

• 3+ years of experience in contact center, pharmacy operations, PBM, or healthcare operations.
• Demonstrated experience managing complex or high-visibility escalations.
• Prior supervisory or team leadership experience preferred.
• Experience collaborating with cross-functional partners such as Quality, Compliance, Marketing, IT,or Workforce Management.

Knowledge, Skills, and Abilities

• Strong written and oral communication
• Can identify trends through analysis of complex data
• Ability to analyze trends and identify root causes to drive process improvements.
• Strong written and verbal communication skills, with the ability to communicate
• Understanding of Contact Center Operations
• Ability to meet deadlines in an environment with overlapping and potential conflicting priorities
• Highly organized with the ability to manage multiple priorities and deadlines.
• Microsoft Office Suite proficiency
• Proficiency with internal tools (SNO, ePost, WellServ)

Work Environment / Physical Demands

This position is in a typical office environment which requires prolonged sitting in front of a computer.Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipmentincluding operation of standard computer and phone equipment. This Customer Care role isconsidered hybrid, 2 days week remote/3 in office.