Director of Operational Excellence

Founded in 2015, PHIL is a Series D health-tech startup building a platform that interfaces between doctors, pharmacies, and patients to streamline the prescription process. Our B2B2C platform provides end-to-end prescription management and delivery, connecting patients, prescribers, pharmacies, and manufacturers to enable easy and affordable access to medicine. The team at PHIL is a group of mission-driven individuals passionate about creating an innovative healthcare platform focused on patient experience and wellbeing.

About the role

PHIL is seeking a highly experienced and proactive Director of Operations to join our Operational Excellence team. This role is responsible for building and scaling the infrastructure, processes, and systems that enable our Operations organization to perform at its best. Reporting to the Vice President of Operational Excellence, you will work closely with Operations, Product, Engineering, and Client Success. Our Operations organization spans patient support, pharmacists, and pharmacy technicians. You will serve as a strategic and hands-on leader—setting direction, building the team, and staying close to the work. Quality oversight and the broader operational process agenda fall within your purview, ensuring every function has the structure, tooling, and standards needed to operate effectively and scale.

Responsibilities

• Operational Infrastructure and Process Design: Build and standardize processes, documentation, and workflows for patient support, pharmacist, and pharmacy tech functions. Identify gaps in workflows and design scalable solutions to reduce friction and improve consistency. Partner with Engineering and Product to ensure systems reflect actual workflows, embedding controls at the point of work.
• AI-Enabled Operations and Continuous Improvement: Own the agenda for leveraging AI and automation to improve Operations. Build AI-driven monitoring to surface error signals and risk patterns in real time. Partner with Engineering and Product to embed intelligent controls into operational systems. Define a forward-looking roadmap for emerging AI capabilities, piloting and integrating new tools into the operating model.
• Quality Oversight: Own the quality function, including audit, analysis, and quality engineering. Drive a shift from reactive, manual auditing to automated, system-embedded controls and predictive monitoring. Ensure quality issues are escalated, owned, and resolved with documented outcomes.
• Cross-Functional Accountability and Execution: Drive improvement initiatives across partner teams, holding leaders accountable to timelines and measurable outcomes. Own escalation frameworks to ensure every cross-functional issue has an assigned owner and defined path forward. Escalate blockers quickly with proposed solutions to keep initiatives moving.
• Team Leadership and Executive Communication: Lead and develop a team spanning operational excellence, quality, and process design. Build reporting infrastructure for real-time visibility into performance and process health. Produce clear, data-driven narratives for executive and business reviews covering metrics, trends, root causes, and actions taken.

Requirements

• Bachelor’s degree or equivalent experience.
• 10+ years of operations, operational excellence, or process improvement experience in a complex, high-volume environment.
• 5+ years leading and scaling operational teams or functions, with a track record of building processes and infrastructure from the ground up.
• Hands-on experience leveraging AI, automation, or software-based tools to improve operational performance and quality monitoring.
• Experience building or overseeing a quality function, including automated and system-embedded controls.
• Proven ability to influence stakeholders and drive accountability across teams without direct reporting authority.
• Self-motivated and proactive, with a bias toward originating work rather than waiting for problems to be defined.
• Excellent written and verbal communication skills, with the ability to present to senior leadership.
• Experience in a regulated, high-accuracy environment such as pharmacy, healthcare, or clinical operations preferred.
• Ability to travel up to 20%.

Benefits

• Ground floor opportunity with one of the fastest-growing startups in health-tech.
• Fully remote working environment available in the following states: AZ, CA, CO, FL, GA, IA, ID, IL, IN, MA, MI, MO, NC, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV.
• Full benefits (medical, dental, vision).
• 401(k) contribution opportunity.