Operations Manager, Pharmacy Operations
On-siteFranklin, Tennessee, United States
Job Summary
Lead daily operations of the Pharmacy Support Specialist organization, managing inbound and outbound member and provider interactions while ensuring efficient staffing and workload balancing. Build and manage a team of Supervisors, providing direction to Training and Quality Assurance resources to maintain consistent onboarding, coaching, and performance standards. Serve as the operational business owner for the CRM platform, partnering with Technology and Product stakeholders to prioritize enhancements, automate workflows, and eliminate manual processes. Monitor daily operational performance metrics including service levels, average handle time, and quality scores to proactively resolve issues and drive continuous improvement initiatives. Develop action plans based on trend analysis to improve efficiency, quality, and customer experience while fostering a culture of accountability and collaboration.
Required Qualifications
- Bachelor's degree or equivalent combination of education and experience
- 5+ years of experience leading customer service or call center operations
- 3+ years of experience managing leaders (Supervisors or Team Leads)
- Demonstrated experience leading high-volume operational teams with measurable service level objectives
- Experience implementing, administering, or optimizing CRM platforms (such as Salesforce, HubSpot, Microsoft Dynamics, or similar)
- Strong analytical skills with experience developing and managing operational metrics and reporting
- Proven success driving process improvement and operational efficiency initiatives
- Experience leading change management and technology adoption efforts
- Excellent leadership, communication, coaching, and organizational skills
- Strong problem-solving and decision-making abilities
- Ability to work well with others in a collaborative environment
- Ability to get things done with resources you don't control
- Willingness to admit you don't know and ask for help
- Exhibit constant curiosity and a drive to problem solve
- Exhibit desire to learn and grow on a continuous basis
Desired Qualifications
- Experience in pharmacy benefit management (PBM), pharmacy operations, healthcare operations, or utilization management
- Hands-on experience with modern PBM workflow engines, electronic prior authorization (ePA) routing systems, and cloud-based telephony networks
- Familiarity with medical benefit management or healthcare payer operations
- Experience working in regulated healthcare environments
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