VP of Operations

Direct Recruiters, Inc.; Chesterfield (MO); On-site; USD 250,000 - 285,000; Full time

Benefits offered by this job

Health Insurance

401k

Paid Vacation

Job summary

Direct Recruiters, Inc. is seeking an executive-level Operations leader in Missouri to own the full P&L for a major contact center and fulfillment function. You will drive the patient journey from prescription to delivery, scale operations, and leverage AI analytics to boost efficiency and customer satisfaction.

The role requires on-site presence at the St. Louis headquarters, collaboration with sales, and building a forward-looking operation aligned with the company’s growth strategy.

Qualifications

• Executive-level operations leadership with full P&L ownership of a contact center and fulfillment function.
• Experience leading multi-omnichannel contact centers at scale with AI and analytics.
• Fluency in fulfillment, supply chain, inventory, and logistics in healthcare or related environments.
• Tech-forward orientation; experience building patient-facing apps or using AI to improve journeys.
• Proven scaling experience during growth phases with playbooks to elevate operations.
• E-commerce or marketplace background a meaningful differentiator for fulfillment and CX.
• Healthcare/pharmacy knowledge is preferred but not required; must understand the patient journey.

Responsibilities

• Own full P&L for the operations team serving as the revenue engine of the business.
• Lead contact center operations across channels; implement AI-enabled scoring and analytics.
• Oversee fulfillment from St. Louis HQ and pharmacy partners; develop leaders.
• Own patient journey from prescription to delivery, refills, and adherence.
• Build best-in-class inventory management and just-in-time logistics across locations.
• Collaborate on building patient-facing education/engagement platforms; leverage AI tools.
• Partner with sales to ensure a strong patient journey at prescription point.
• Define 2027–2028 operations vision aligned with company growth strategy.

Skills

Executive leadership

P&L ownership

Contact center

Omnichannel

AI analytics

Workforce analytics

Inventory management

Job description

Client Summary:

• Healthcare technology company operating a virtual platform that connects providers with cash-pay, evidence-based medical solutions
• Combines a proprietary transaction platform with fulfillment, shipping, and patient support services in a seamless end-to-end model
• Partners with FDA-registered manufacturing facilities and accredited pharmacies to ensure product quality and regulatory compliance
• Helps provider organizations expand their service offerings and build practice revenue while maintaining continuity of care for patients
• Positioned at the intersection of digital health, compounding pharmacy, and direct-pay care delivery with a strong emphasis on compliance and quality

Position Responsibilities:

• Full P&L ownership of the operations team, which serves as the revenue engine of the business; accountable for improving the rate of order fulfillment and driving first fills and refills across the patient base
• Contact center leadership: multi-omnichannel communication including phone, electronic, and unified communication channels; push AI-enabled call scoring, workforce analytics, and patient journey intelligence to the next level; unify currently disparate electronic communication channels
• Fulfillment leadership: oversee fulfillment operations out of the St. Louis headquarters and a network of pharmacy partners; develop current tactical managers into true operational and people leaders
• Patient journey optimization: own the patient experience from prescription at the doctor's office through delivery, adherence, and refills; build strategies that improve engagement and reduce drop-off across the patient lifecycle
• Supply chain and logistics: build best-in-class inventory management, just-in-time logistics, and fulfillment processes; plan for and lead the transition to multi-location fulfillment as the company scales
• Technology and platform development: collaborate on building a patient-facing application for education and engagement; leverage AI and modern tooling to enhance dynamic patient relationship management
• Cross-functional partnership: work closely with the sales team and sales operations to ensure the patient journey starts effectively at the point of prescription
• Strategic planning: define what the operations function will look like in 2027 and 2028; present and execute a forward-looking operational vision that connects to company-wide growth strategy

Experience & Skills:

Required Experience and Qualifications:

• Executive-level operations leadership experience with full P&L ownership of a contact center and fulfillment function; beyond senior staff level, with demonstrated executive accountability for results
• Multi-omnichannel contact center experience: you have built, led, or significantly transformed a patient-facing or consumer-facing contact center at scale, with an understanding of how AI, workforce analytics, and modern tooling can elevate performance
• Fulfillment and supply chain fluency: experience managing fulfillment operations, inventory, and logistics in a healthcare, specialty pharmacy, e-commerce, or comparable environment
• Tech-forward orientation: experience leveraging AI and technology to improve customer or patient journeys; experience building or contributing to patient-facing applications is a strong plus
• Scaling experience: you have been through a growth phase where operations needed to be elevated beyond their current structure and you have the playbook to do it again
• E-commerce or marketplace background is a meaningful differentiator; candidates who have built and run fulfillment and customer experience operations at companies like Amazon, DoorDash, or comparable platforms bring a valued perspective
• Healthcare, specialty pharmacy, or medication adherence experience is preferred but not required; the ability to quickly understand the patient journey and the dynamics of a prescription-based business is essential
• Presence: willingness to be in the St. Louis headquarters on a regular basis; this role requires meaningful on-site engagement with the operations team

• Compensation $250k, Health Insurance, 401k, Paid Vacation