Senior Operations Manager, Pharmacy

Jobtailor; Alabama; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking an experienced Operations Manager to lead a multi-tier pharmacy contact center in the United States. You will oversee Pharmacist and Pharmacy Technician teams, ensuring service levels, quality, and regulatory compliance while delivering an excellent participant experience.

You will analyze KPIs, drive process improvements, and coordinate with clients and cross-functional partners to optimize performance in a fast-paced, regulated environment.

Qualifications

• 5+ years in operations management in a contact center, pharmacy, or healthcare with licensed clinical staff.
• Working knowledge of PBM or retail/mail-order pharmacy workflows.
• Experience managing performance against SLAs and quality metrics.
• Strong understanding of pharmacy licensing requirements (Pharmacist/Pharmacy Technician).
• Experience building rotating schedules including weekends and holidays.
• Advanced verbal and written communication, able to liaise with clients and cross-functional teams.
• Proven ability to coach, develop, and retain talent in a regulated environment.

Responsibilities

• Owns end-to-end performance of a multi-tiered pharmacy contact center operation.
• Accountable for service levels, quality, compliance, and participant experience.
• Ensures team operates within licensing, regulatory, and client requirements.
• Leads and manages daily operations of Pharmacist and Pharmacy Technician teams.
• Ensures escalation pathway from Pharmacy Technician to Pharmacist runs smoothly.
• Monitors, analyzes, and reports on core KPIs (AHT, FCR, quality scores, satisfaction).
• Identifies and leads process improvement initiatives to reduce complexity.

Skills

Leadership

Performance analytics

Quality & compliance

Regulatory licensing

Scheduling & staffing

Communication & coaching

Job description

Responsibilities

• Owns end-to-end performance of a multi-tiered pharmacy contact center operation.
• Accountable for service levels, quality, compliance, and participant experience.
• Ensures team operates within licensing, regulatory, and client requirements.
• Leads and manages the daily operations of the Pharmacist and Pharmacy Technician teams.
• Ensures the escalation pathway from Pharmacy Technician (initial contact) to Pharmacist (clinical review) runs smoothly.
• Monitors, analyzes, and reports on core KPIs, including average handle time, first-contact resolution, quality/accuracy scores, and participant satisfaction.
• Identify and lead process improvement initiatives that simplify complexity for both staff and participants.

Requirements

• 5+ years of operations management experience in a contact center, pharmacy, or healthcare services environment, including direct leadership of licensed clinical staff.
• Working knowledge of pharmacy benefit management (PBM) or retail/mail-order pharmacy operations, including prescription verification, transfer, and dispensing workflows.
• Demonstrated experience managing performance against service-level agreements and quality/compliance metrics.
• Strong understanding of pharmacy licensing requirements (e.g., state Pharmacist and Pharmacy Technician licensure) and the ability to track compliance across a team.
• Experience building and managing rotating schedules, including weekend and holiday coverage.
• Advanced verbal and written communication skills, with the ability to represent the team to clients, prescribers, and cross-functional partners.
• Proven ability to coach, develop, and retain talent in a fast-paced, regulated environment.

Core Competencies

Demonstrates expertise in managing multi-tiered pharmacy contact center operations, ensuring compliance with pharmacy licensing requirements and service-level agreements while leading clinical staff. Proven ability to analyze performance metrics and implement process improvements to enhance participant experience and operational efficiency.