Director of Operational & Quality Excellence

ABOUT the company

Getting a prescription filled shouldn't be the hardest part of starting treatment. Yet for many patients, it is. The company is a Series D health-tech company building the platform that connects patients, prescribers, pharmacies, and pharmaceutical manufacturers so patients can get their medication quickly and affordably.

Our digital hub and pharmacy platform handles everything from enrollment and benefits verification to prior authorization, copay support, and home delivery. For manufacturers, that means more patients start therapy and stay on it, plus the commercial insight to keep improving access.

We're a dedicated team of people from a wide range of backgrounds, united by a focus on the patient experience.

THE ROLE

We're hiring a Director of Operational & Quality Excellence to build a best-in-class quality function across our operations and the platform behind them, using automation and AI to prevent errors before they reach a patient. This is a build-and-lead role, not an audit-management or Six Sigma role. Our operations span patient support, pharmacists, and pharmacy technicians, and manual review no longer scales with that volume. This role is how we grow coverage without growing headcount in a straight line.

You'll report to the VP of Operational Excellence and work closely with Operations, Engineering, Product, and Client Success. You'll set the quality and process agenda and own the outcomes; Engineering and Product are your build partners for the systems you specify.

WHAT YOU'LL OWN

• Quality strategy and AI-enabled monitoring: Define and run the roadmap that moves quality from manual, after-the-fact audits to automated, real-time controls, including AI monitoring that flags error signals before they reach a patient.

• Operational and software quality: Own quality across our operational workflows and the platform behind them, from root cause through corrective action, including test automation and release validation with Engineering and Product.

• Process design at the point of work: Standardize workflows, documentation, and tooling across patient support, pharmacist, and pharmacy technician teams, and embed controls where the work happens.

• Cross-functional accountability: Run an escalation framework in which every quality issue has an owner, a date, and a path forward, and hold partner leaders to it.

• A tenured team and executive visibility: Lead a US-based team of 11 across audit, analysis, quality engineering, and software quality, most of them experienced subject-matter experts, through a change in how they work, and give leadership real-time visibility into error rates and their drivers.

WHAT SUCCESS LOOKS LIKE IN YOUR FIRST YEAR

By 90 days: You've learned the core workflows firsthand, met every partner leader, and delivered a data-backed root cause review of our top error drivers with specific corrective actions. A live initiative tracker is in place, and you have a plan for the team that the team has helped shape.

By 6 months: Your first automated or AI-enabled control is running in production, the escalation framework is in regular use, and quality reporting is standardized and executive-ready.

By 12 months: Error rates across operational and technical workflows are down meaningfully from baseline, against targets you set with us in your first 90 days. Quality coverage has expanded without adding audit headcount, and your team is operating on the new model with at least one emerging leader under you.

WHAT YOU'LL BRING

Our strongest candidates have led quality or operational improvement in a high-accuracy, high-volume environment and have led AI or automation into how the work gets done, whether they built it themselves or through engineering partners. Operational quality, quality engineering, and process excellence paths all work, as long as you've created leverage through teams and systems, not only through your own output.

• 10+ years in operational quality, quality engineering, operational excellence, or process improvement in a complex, high-volume environment

• 5+ years leading and building a team or function, not only running an existing one

• Deep fluency in operational workflows, with root cause analyses that found the driver and led to a measured fix

• Hands-on experience deploying AI, LLM, or automation tools to solve a real quality or operational problem, built yourself or through engineering partners, and you can name the tools and the measured results

• Experience shifting work from manual, after-the-fact review to controls embedded in systems, including partnering with Engineering on test automation, release validation, or defect prevention

• A record of holding partner leaders accountable without direct authority, with specific instances you can walk through

• You originate work, know what crosses the escalation threshold, escalate with a proposed path forward, and present data-driven narratives to senior leaders

NICE TO HAVE

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

• Experience leading tenured subject-matter experts through a change in how they work

• Experience reporting quality performance to external clients

Travel: up to 20%.

WHY the company

At the company, we're tackling one of healthcare's most persistent challenges: helping patients access the medications they need without unnecessary delays, complexity, or financial barriers.

As a growing Series D healthcare technology company, we're building solutions that connect patients, prescribers, pharmacies, and pharmaceutical manufacturers to improve the prescription experience.

This is an opportunity to make a meaningful impact at a pivotal stage of our growth, helping shape solutions that improve patient access and support the company's continued expansion.

BENEFITS AT A GLANCE

• Fully remote working environment available in the following states: AZ, CA, CO, FL, GA, IA, ID, IL, IN, MA, MI, MO, NC, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV

• Competitive compensation (commensurate with experience)

• Full benefits (medical, dental, vision)

• 401(k) contribution opportunity

• Paid Parental Leave

The company is an equal opportunity employer. We welcome applicants of all backgrounds and don't discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.