Manager, Pharmacy Solutions Operations

About the role

The Manager, Pharmacy Solutions Operations plays a critical role as a working leader in driving operational excellence, automation, client success, and scalable delivery across XiFin’s Pharmacy Solutions portfolio with a focus on our pharmacy clinical documentation tools and clinical opportunity identification tools.

This position serves as both a working operational leader and strategic partner, overseeing implementation coordination, client support operations, workflow optimization, and cross-functional execution for pharmacy and EHR-related solutions.

Responsibilities

• Manage operational execution for the assigned Pharmacy Solutions implementation and support functions, ensuring high-quality service delivery and operational consistency.
• Provide day-to-day leadership, guidance, and prioritization support for Implementation Coordinators and related operational team members.
• Drive successful onboarding, implementation, and support activities for the solutions provided to pharmacy clients through current processes and identify, document, and implement AI-based solutions to minimize time to go-live for future clients.
• Act as a central liaison between clients and internal departments to coordinate issue resolution, escalations, product enhancements, and implementation activities.
• Monitor operational performance metrics, ticket queues, implementation timelines, and service levels to identify trends and improvement opportunities.
• Partner cross-functionally with Development, Product, Sales, Account Management, Finance, and Operations teams to improve workflows and client outcomes.
• Manage initiatives focused on process optimization, automation, scalability, and operational efficiency.
• Establish and refine operational procedures, documentation standards, and implementation best practices through the maximizing the use of AI/ML.
• Contribute to strategic planning efforts that support growth, operational maturity, and client retention.
• Serve as an escalation point for complex client, operational, or implementation issues requiring advanced coordination and problem-solving.
• Perform operational reporting, analysis, and executive updates to support leadership decision-making.

Requirements

We’re looking for someone strong technical acumen who thrives in a matrixed, cross-functional environment.

You might be a great fit if you:

• Demonstrate strong ownership and accountability while balancing strategic priorities with hands-on execution.
• Build trust and influence across cross-functional teams through collaboration, communication, and partnership.
• Approach operational challenges with a proactive, solutions-oriented mindset focused on continuous improvement.
• Thrive in dynamic environments where organization, adaptability, and follow-through are essential to success.

Skills and experience

• Strong operational leadership and organizational skills.
• Excellent analytical, problem-solving, and process improvement capabilities.
• Ability to prioritize effectively in a fast-paced, evolving environment.
• Strong written and verbal communication skills.
• Advanced collaboration and stakeholder management abilities.
• Proficiency with Microsoft Excel and operational reporting.
• To interpret operational data and translate insights into actionable improvements.
• Strong attention to detail with the ability to maintain a big-picture operational perspective.