Director of Operational Excellence

This is a fully remote position, open to applicants in Arizona, +25 more states.

📋 Description

• Develop and standardize procedures, documentation, and workflows for patient support, pharmacists, and pharmacy technicians.

• Recognize operational deficiencies and create scalable solutions that minimize friction and enhance consistency.

• Collaborate with Engineering and Product teams to align systems with operational workflows and implement controls at the point of execution.

• Spearhead the AI and automation initiatives within Operations.

• Establish AI-driven monitoring to highlight error signals and risk patterns in real time.

• Create a roadmap for emerging AI capabilities, assess tools, conduct pilot programs, and integrate them into the operating model.

• Manage the quality function, encompassing audit, analysis, and quality engineering.

• Transition quality operations from reactive manual auditing to automated controls and predictive monitoring.

• Ensure that quality issues are swiftly escalated, clearly assigned, and resolved with documented outcomes.

• Promote improvement initiatives across partner teams and hold leaders accountable for timelines and measurable results.

• Oversee escalation frameworks for cross-functional issues.

• Raise blockers with suggested solutions and drive initiatives to completion.

• Lead and nurture a team focused on operational excellence, quality, and process design.

• Develop reporting systems for real-time insights into performance and process health.

• Generate data-driven narratives for executive and business reviews, covering metrics, trends, root causes, and actions taken.

• Report to the Vice President of Operational Excellence and work collaboratively with Operations, Product, Engineering, and Client Success.

⛳️ Requirements

• Bachelor's degree or equivalent experience.

• Over 10 years of experience in operations, operational excellence, or process improvement within a complex, high-volume setting.

• More than 5 years of experience in leading and scaling operational teams or functions.

• Proven track record of building operational processes and infrastructure from scratch, demonstrating measurable improvement.

• Practical experience utilizing AI, automation, or software tools to enhance operational performance and quality monitoring.

• Experience in establishing or managing a quality function, including automated and system-embedded controls.

• Demonstrated ability to influence stakeholders and ensure accountability across teams without having direct reporting authority.

• Self-driven and proactive, with a strong inclination to take initiative.

• Exceptional written and verbal communication skills, capable of presenting to senior leadership.

• Experience in regulated, high-accuracy environments such as pharmacy, healthcare, or clinical operations is preferred.

• Willingness to travel up to 20%.

• Must have authorization to work in the United States without sponsorship.

• Must reside in one of the states where PHIL employs remote team members: Arizona, California, Colorado, Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Massachusetts, Michigan, Missouri, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin, or West Virginia.

🏝️ Benefits

• Exciting opportunity at one of the fastest-growing startups in health technology.

• Fully remote work environment.

• Competitive compensation based on experience.

• Comprehensive benefits package including medical, dental, and vision.

• 401(k) contribution opportunity.

• Equity options.

• Bonus opportunities.