Associate Director, Pharmacy Hub Service Operations

For our client, we are seeking a Associate Director, Pharmacy Hub Service Operations to join the team of a leader in the Healthcare space. This role will shape and lead a centralized service operations function that supports patients and providers across multiple channels. The Associate Director will define service standards, build operating routines, and ensure the team is equipped to deliver consistent, high-quality support in a regulated healthcare environment. This leader will partner closely with implementation and operational stakeholders to translate business needs into scalable workflows, scripts, and service recovery processes. The ideal candidate will bring a strong blend of healthcare operations leadership, contact center discipline, and cross-functional execution to improve service performance and customer experience. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $104,000 – $143,000 annually Responsibilities Build and implement the service operations model, including staffing plans and service standards Collaborate with implementation teams on workflow validation and training readiness Translate stakeholder needs into actionable service scripts and measurable expectations Lead patient and provider support across multiple communication channels Own and monitor key service performance metrics and quality outcomes Establish daily operating routines for effective service management Develop clear pathways for complaint resolution and service recovery Qualifications Bachelor's degree or equivalent experience in healthcare operations or a related field 5+ years of leadership experience in multi-channel service teams Proven track record managing contact center KPIs and service recovery processes Experience launching or transforming healthcare service functions or omnichannel operations Strong knowledge of healthcare regulations and operational controls Benefits Medical, dental, and vision benefits 401(k) retirement savings plan Paid time off, including personal holidays and parental leave Short-term and long-term disability insurance Life insurance and additional wellness opportunities Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.