LIFE OS

Director of Pharmacy Operations & Customer Experience

USPosted 2 days ago

RemoteFull-Time Operations Customer Leadership

Job Description

THE ROLE

The Director of Pharmacy Operations & Customer Experience is fully accountable for LIFE OS's pharmacy operations and customer experience, from pharmacy fulfillment and enterprise client onboarding to the final resolution of every support issue.

The VP of Operations sets operational direction. The Director owns execution across pharmacy partners, fulfillment, products, pricing, margin, and support: partners meet their SLAs, invoices reconcile, product and pricing data stay accurate, and clients get clear, timely answers. The Director serves as the primary liaison between LIFE OS / LIFE Market and its pharmacy partners and travels to partner pharmacies to learn their processes in detail.

This is a builder's role. LIFE OS has established its foundational infrastructure, including SOPs, partner onboarding, compliance frameworks, and brand standards. The Director will build and scale pharmacy operations and customer experience on that foundation, including the team, without requiring constant executive involvement.

KEY RESPONSIBILITIES

Pharmacy operations and fulfillment

Serve as the primary point of contact between LIFE OS / LIFE Market and its pharmacy partners.
Run the operating cadence with each pharmacy partner and own escalations.
Own pharmacy fulfillment performance, including turnaround time, accuracy, and shipping, against defined SLAs.
Hold pharmacy partners accountable to contractual service levels and drive corrective action when they are missed.
Travel to partner pharmacies to learn fulfillment, compounding, and shipping workflows end to end.
Coordinate pharmacy licensing and regulatory requirements with legal and compliance.
Maintain high-level oversight of every pharmacy matter that affects LIFE OS and its clients.

Products, pricing, and margin

Own the product catalog and pricing between LIFE OS and its pharmacy partners, including updates, availability, and data accuracy.
Build and document the process for evaluating, approving, and launching new pharmacy products.
Confirm with compliance that product listings meet regulatory standards before release.
Reconcile pharmacy invoices against orders and contracted pricing, and resolve discrepancies with partners.
Monitor product margins and flag cost or pricing changes that affect profitability.

Customer experience

Lead customer service and own every support issue from intake to resolution.
Manage the support inbox and set response-time, escalation, and quality standards.
Learn the telehealth backend to resolve order status, prescription, and fulfillment issues.
Own resolution of systems integration issues across the telehealth platform, pharmacy partners, and internal tools, working with engineering to fix root causes.
Write the SOPs, templates, and knowledge base for recurring support scenarios.

Enterprise clients and communication

Communicate new pharmacy products, changes, and availability to clients and partners.
Serve as the client resource for pharmacy and order questions.
Lead onboarding for enterprise clients, from pharmacy setup and product configuration through go-live.
Serve as the operational point of contact for enterprise clients, including escalations and regular service reviews.

Leadership and reporting

Report to leadership on pharmacy performance, support volume, resolution metrics, and risk.
Publish a weekly operating scorecard covering fulfillment SLAs, support volume and resolution times, enterprise client status, and pharmacy margin.
Work with the internal operations, engineering, marketing, and compliance teams.
Hire, train, and manage a support and pharmacy operations team as volume grows.
Build and scale the function independently, escalating only decisions that require executive approval.

QUALIFICATIONS

Required

3 to 5 years of experience in healthcare operations, customer service, or telehealth operations, including experience leading people or a function.
Meaningful pharmacy operations experience, including hands-on work with compounding, prescription fulfillment, shipping, and pharmacy partner management.
Experience setting and managing operational KPIs, SLAs, and financial reconciliation.
Experience managing a vendor or partner relationship, including product and pricing negotiation.
Demonstrated record of building processes and SOPs from the ground up in a growing organization.
Clear, professional written communication with clients, partners, and executives.
Working knowledge of HIPAA and healthcare privacy requirements.

Preferred

Experience with 503A compounding pharmacies or pharmacy network partners.
Background in telehealth, direct-to-consumer health, or management services organizations.
Experience with EHR, telehealth, or order management platforms and support ticketing tools.
Pharmacy technician certification.
Experience building and scaling a customer support team.

ATTRIBUTES FOR SUCCESS

Ownership. Owns results end to end and resolves issues without requiring executive follow-up.
Process builder. Designs workflows and SOPs that scale beyond any one person.
Clear communicator. Explains pharmacy and order issues plainly to clients, partners, and leadership.
Detail-oriented. Keeps product, pricing, and order data accurate across partners.
Compliance-minded. Treats regulatory integrity as a foundation for growth, not an obstacle.
Calm under pressure. Steady when clients, patients, or partners need fast answers.
Hands-on. Willing to travel, work the support inbox directly, and learn the systems in depth.

SUCCESS IN THE FIRST YEAR

By month 12, pharmacy operations and customer experience run on documented processes and measurable SLAs, and leadership is no longer involved in day-to-day pharmacy and support issues.

FIRST 90 DAYS

Completes an on-site visit to a partner pharmacy and documents the fulfillment process end to end; takes over the support inbox with response-time and escalation standards in place; reaches working proficiency in the telehealth backend; delivers a documented new-product onboarding process approved by leadership; establishes fulfillment SLAs with each pharmacy partner; launches the weekly operating scorecard.

BY 6 MONTHS

Operating cadence in place with each pharmacy partner; product and pricing data accurate and current across partners; support SOPs and knowledge base live; pharmacy invoice reconciliation and margin reporting in place; enterprise client onboarding process documented and repeatable.

BY 12 MONTHS

Support volume handled within standards as order volume grows; fulfillment SLAs consistently met across partners; new products and enterprise clients launched through documented processes; team structure and hiring plan in place for the next stage of growth.