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.

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.

Senior Operations Manager, Pharmacy

Key skills