Director of Operational & Quality Excellence

About the role

PHIL is a Series D health-tech company building the platform that connects patients, prescribers, pharmacies, and pharmaceutical manufacturers so patients can get their medication quickly and affordably. Our digital hub and pharmacy platform handles everything from enrollment and benefits verification to prior authorization, copay support, and home delivery. For manufacturers, that means more patients start therapy and stay on it, plus the commercial insight to keep improving access. We're a dedicated team of people from a wide range of backgrounds, united by a focus on the patient experience.

We're hiring a Director of Operational & Quality Excellence to drive a best-in-class operational and technical platform, using automation and AI to . 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.

Responsibilities

• 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.
• Software and operational quality: Own quality for our operational workflows and the platform behind them, including test automation and release validation, working side by side 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 the audit, analysis, and quality engineering team (about 10 people, mostly 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: Learned core workflows firsthand, met every partner leader, delivered a data-backed root cause review