Director of Operations

Phil is seeking a highly experienced and proactive Director of Operations to join our Operational Excellence team. This role is responsible for building and scaling the infrastructure, processes, and systems that enable our Operations organization to perform at its best. Reporting to the Vice President of Operational Excellence, you will work closely with Operations, Product, Engineering, and Client Success.

Our Operations organization is large and multifaceted, spanning patient support, pharmacists, and pharmacy technicians. You will serve as a strategic and hands-on leader — setting direction and building the team while staying close to the work. Quality sits within your purview, and you will also own the broader operational process agenda across the organization, ensuring that every function has the structure, tooling, and standards it needs to operate effectively and scale.

Responsibilities:

Operational Infrastructure and Process Design

Build and standardize the processes, documentation, and workflows that underpin our patient support, pharmacist, and pharmacy tech functions. Identify gaps in how work gets done and design scalable solutions that reduce friction and improve consistency. Partner with Engineering and Product to ensure systems reflect how work actually flows, embedding controls at the point of work rather than inspecting after the fact.

AI-Enabled Operations and Continuous Improvement

Own the agenda for leveraging AI and automation to improve how the Operations organization works. Build AI-driven monitoring that surfaces error signals and risk patterns in real time, and partner with Engineering and Product to embed intelligent controls directly into operational systems. Define a forward-looking roadmap for emerging AI capabilities — evaluating new tools, piloting them, and integrating them into the operating model as they mature. The goal is an organization where technology does the heavy lifting on detection and prevention, freeing the team to focus on higher-order problem solving.

Quality Oversight

Own the quality function — including audit, analysis, and quality engineering — and drive a shift from reactive, manual auditing toward automated, system-embedded controls and predictive monitoring. Ensure quality issues are escalated quickly, owned clearly, and resolved with documented outcomes.

Cross-Functional Accountability and Execution

Drive improvement initiatives across partner teams, holding leaders accountable to committed timelines and measurable outcomes. Own escalation frameworks that ensure every cross-functional issue has an assigned owner and a defined path forward. Escalate blockers quickly with a proposed solution and ensure no initiative stalls — this is a role for someone who originates work and drives it to completion.

Team Leadership and Executive Communication

Lead and develop a team spanning operational excellence, quality, and process design. Build reporting infrastructure that gives leadership real-time visibility into performance and process health. Produce clear, data-driven narratives for executive and business reviews covering metrics, trends, root cause, and actions taken.

Qualifications:

• Bachelor's degree or equivalent experience

• 10+ years of operations, operational excellence, or process improvement experience in a complex, high-volume environment

• 5+ years leading and scaling operational teams or functions, not solely operating within an existing structure

• Demonstrated ability to build operational processes and infrastructure from the ground up, with a track record of measurable improvement

• Hands-on experience leveraging AI, automation, or software-based tools to improve operational performance and quality monitoring

• Experience building or overseeing a quality function, including automated and system-embedded controls

• Proven ability to influence stakeholders and drive accountability across teams without direct reporting authority

• Self-motivated and proactive, with a demonstrated bias toward originating work rather than waiting for problems to be defined

• Excellent written and verbal communication skills, with the ability to present to senior leadership

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

• Ability to travel up to 20%