Remote Associate Director, Service Operations

CenterWell Pharmacy; United States; Remote; USD 104,000 - 143,000; Full time

Job summary

CenterWell Pharmacy seeks an Associate Director of Service Operations to build, launch, and lead patient and provider service for the pharmacy hub. The role owns omnichannel service quality and timeliness across phone and digital channels, including patient support, provider support, case follow-up, and escalation management.

As launch leader, you will establish the operating model, staffing, escalation pathways, and performance routines to deliver a differentiated experience.

Qualifications

• Bachelor’s degree or equivalent progressive experience in contact center, patient services, provider services, hub services, specialty pharmacy, PBM, or healthcare operations.
• 5+ years of people leadership experience, including leadership of leaders or large, multi-channel service teams.
• Demonstrated experience managing contact center KPIs, workforce management, quality, coaching, escalations, complaints, and service recovery.
• Experience launching or transforming a contact center, patient support program, healthcare service function, or omnichannel operation.
• Strong knowledge of regulated healthcare interactions, documentation, privacy, approved communications, and operational controls.
• Strong executive communication, cross-functional influence, and data-driven decision-making skills.

Responsibilities

• Lead patient and provider support across voice and digital channels, case follow-up, program education, refill coordination, status updates, outbound outreach, and service recovery.
• Own service level, speed to answer, abandonment, responsiveness, first-contact resolution, transfer rate, repeat contacts, quality, satisfaction, and complaint outcomes.
• Implement daily operating routines for real-time management, queue balancing, schedule adherence, backlog control, escalations, and recovery planning.
• Use interaction and journey data to reduce effort, prevent avoidable contacts, improve resolution, and strengthen patient and provider trust.

Skills

People leadership

Omnichannel leadership

KPI management

Healthcare operations

Executive communication

Cross-functional influence

Education

Bachelor’s degree

Job description

CenterWell Pharmacy seeks an Associate Director of Service Operations to build, launch, and lead patient and provider service for the pharmacy hub. The role owns omnichannel service quality and timeliness across phone and digital channels, including patient support, provider support, case follow-up, and escalation management.

As launch leader, you will establish the operating model, staffing, escalation pathways, and performance routines to deliver a differentiated experience.