At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable. 
Our Vision:  
Powering better health through pharmacy care driven by tech, trust and heart  
Our Mission:  
To deliver pharmacy care where access is effortless, care is affordable and patients come first.  
 

The Senior Operations Lead is responsible for overseeing complex escalations, operational processes, and service performance across pharmacy and pharmacy benefit contact center operations. This role serves as the primary operations liaison for executive and compliance related escalations and partners cross-functionally to ensure timely resolution, process consistency, and an exceptional client and member experience. The Senior Operations Lead works closely with Quality, Compliance, Marketing, Workforce Optimization (WFO), IT, and Client Services to support reporting requirements, process improvements, and issue management. 

 

• 3+ years of experience in contact center, pharmacy operations, PBM, or healthcare operations.
• Demonstrated experience managing complex or high-visibility escalations.
• Prior supervisory or team leadership experience preferred.
• Experience collaborating with cross-functional partners such as Quality, Compliance, Marketing, IT, or Workforce Management.

Knowledge, Skills, and Abilities

• Strong written and oral communication
• Can identify trends through analysis of complex data
• Ability to analyze trends and identify root causes to drive process improvements.
• Strong written and verbal communication skills, with the ability to communicate
• Understanding of Contact Center Operations
• Ability to meet deadlines in an environment with overlapping and potential conflicting priorities
• Highly organized with the ability to manage multiple priorities and deadlines.
• Microsoft Office Suite proficiency
• Proficiency with internal tools (SNO, ePost, WellServ)

 

Work Environment / Physical Demands
This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. This Customer Care role is considered hybrid, 2 days week remote/3 in office.

EOE M/F/D/V