Head of Post-Sale Operations & Platform Reliability

Scriptly; Schaumburg (IL); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Scriptly is a pharmacy management SaaS and hub services platform that helps pharmacies serve patients. We are a focused, fast-moving company in a period of real growth with ownership and direct customer outcomes for every role.

We seek an Operations Manager to run post-sale functions—Customer Support, Customer Success, and Infrastructure—with autonomy and accountability for end-to-end delivery. This role requires three days per week in our Schaumburg, IL office, and demands strong judgment, bias

Qualifications

• 7+ years of experience in operations, customer operations, service delivery, or technical account leadership, including 3+ years managing people.
• Experience managing managers or leading multiple functions at once.
• Strong operational instinct: you measure things, find bottlenecks, and fix the system rather than the symptom.
• Enough technical depth to discuss cloud infrastructure, uptime, integrations, and incident response.
• Experience owning customer-facing service standards and improving them under growth pressure.
• Clear, direct communication with executives, employees, and customers alike.
• Comfort working a hybrid schedule with three days per week in our Schaumburg, IL office.

Responsibilities

• Lead, coach, and develop the leaders of Customer Support, Customer Success, and Infrastructure, holding each accountable for clear outcomes.
• Set shared goals across the three functions so handoffs between implementation, support, and engineering are smooth.
• Own hiring, onboarding, staffing levels, and capacity planning for your organization, working from the company staffing model and adjusting as customer growth changes the picture.
• Build a culture where teams solve problems at the root instead of escalating them upward.
• Own the end-to-end customer journey from go-live through renewal, including implementation timelines, adoption, satisfaction, and retention.
• Establish and hold service standards across support response, escalation, and communication.
• Personally engage on major escalations and strategic accounts, including enterprise and manufacturer partner engagements with contractual delivery commitments.
• Ensure the commitments made in contracts and work orders are actually staffed, tracked, and met.
• Oversee the infrastructure function, including platform availability, performance, monitoring, capacity, and cost.
• Own the operational side of incident management: on-call structure, response process, customer communication, and postmortems that lead to real change.
• Partner with Engineering on release readiness, environment management, and the operational impact of what ships.
• Maintain operational readiness for security, HIPAA, and customer audit and diligence requests.
• Define the metrics that matter across your organization and build the reporting cadence that keeps everyone honest about them.
• Run the operating rhythm: weekly reviews, quarterly planning, and cross-functional coordination with Product, Engineering, and go to market.
• Identify where manual effort, tooling gaps, or unclear ownership are costing the company time, and fix them.
• Represent Operations in leadership discussions on budget, headcount, pricing impact, and strategic direction.

Skills

People management

Operations leadership

Cross-functional collaboration

Process improvement

Technical depth

Executive communication

Hybrid work scheduling

Tools

AWS

Monitoring tools

Ticketing systems

Job description

Scriptly is a pharmacy management SaaS and hub services platform that helps pharmacies serve patients. We are a focused, fast-moving company in a period of real growth with ownership and direct customer outcomes for every role.

We seek an Operations Manager to run post-sale functions—Customer Support, Customer Success, and Infrastructure—with autonomy and accountability for end-to-end delivery. This role requires three days per week in our Schaumburg, IL office, and demands strong judgment, bias