Director of Operational, Quality Excellence

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

📋 Description

• Develop and execute a comprehensive quality strategy along with an AI-driven monitoring roadmap.

• Transition quality assurance from manual, retrospective audits to automated, real-time controls.

• Implement AI monitoring systems to identify error signals prior to impacting patients.

• Oversee quality management for operational workflows and the associated platform.

• Collaborate with Engineering and Product teams on test automation and release validation.

• Standardize workflows, documentation, and tools across patient support, pharmacist, and pharmacy technician teams.

• Integrate controls directly at the point of work.

• Establish an escalation framework that designates an owner, deadline, and resolution path for every quality issue.

• Hold partner leaders accountable for addressing quality concerns.

• Lead an audit, analysis, and quality engineering team comprising approximately 10 members.

• Provide leadership with real-time insights into error rates and their underlying causes.

• Familiarize yourself with core workflows, engage with partner leaders, and conduct root-cause analyses accompanied by corrective actions.

• Create an initiative tracker and a comprehensive team plan.

• Launch an automated or AI-enabled control in a production environment.

• Standardize quality reporting suitable for executive review.

• Achieve a 50% reduction in error rates across operational and technical workflows from the baseline.

• Enhance quality coverage without increasing audit headcount.

• Cultivate at least one emerging leader.

⛳️ Requirements

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

• More than 5 years of experience in leading and developing a team or function.

• Practical experience in deploying AI, LLM, or automation tools to address tangible quality or operational challenges, including specifying the tools used and their outcomes.

• Proven experience in transitioning tasks from manual, retrospective reviews to controls integrated within systems.

• Experience collaborating with Engineering on test automation, release validation, or defect prevention initiatives.

• Track record of achieving results across teams without direct authority.

• Conducted root cause analyses leading to documented solutions.

• Capability to initiate projects, escalate issues early with proposed solutions, and present data-driven narratives to senior leadership.

• Experience in a regulated, high-accuracy environment such as pharmacy, healthcare, or clinical operations (preferred).

• Experience guiding seasoned subject-matter experts through periods of change (preferred).

• Experience in reporting quality performance to external clients (preferred).

• Authorization to work in the United States without sponsorship.

• Inclusion of PTCB or NHA certification/credential question in the application process.

🏝️ Benefits

• Equity.

• Bonus opportunities.

• Fully remote work environment available in eligible U.S. states.

• Medical, dental, and vision insurance coverage.

• 401(k) contribution options.

• Paid parental leave.

• Up to 20% travel required.