Responsibilities

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.
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

Director of Operational & Quality Excellence at Phil · LumiJobs

Director of Operational & Quality Excellence

Responsibilities

Qualification

Preferred

Benefits

Company

Phil

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