Pharmacy Operations Program Manager

About Valeris

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions spanning the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris revolutionizes the path from life sciences innovation to real-life impact, aiming to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience, ensuring patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris delivers data, strategic insights, patient support services, and healthcare provider engagement tools to help life sciences companies successfully commercialize new products.

Valeris provides commercialization solutions to more than 500 life sciences customers and has supported access and affordability for millions of patients. The company is headquartered in Morrisville, North Carolina, and Jeffersonville, Indiana.

About the Role

The Program Manager, Pharmacy Operations is a client-facing leader responsible for the successful operational execution and ongoing performance of assigned pharmacy programs. Serving as the primary point of contact for the client, this individual translates client expectations, contractual commitments, and program requirements into effective pharmacy operations. The role acts as the critical connection between the client and internal pharmacy teams, ensuring programs are executed with operational excellence, key performance indicators (KPIs) and service-level expectations are consistently achieved, and risks or performance gaps are proactively identified and addressed.

The Program Manager leads ongoing client governance, performance reviews, Quarterly Business Reviews (QBRs), audit readiness, continuous improvement initiatives, and cross-functional coordination across pharmacy operations.

Responsibilities

• Supervise and assist the pharmacy operations teams in the day-to-day operation of free goods programs.
• Maintain staffing levels during peak season, normal season, and for on-boarding new clients to ensure daily program staffing levels align with program needs.
• Ensure the quality of work meets or exceeds expectations in accordance with all regulatory requirements.
• Ensure the program is staffed sufficiently and executes operations within defined service-level agreements (SLAs).
• Continually seek to improve operational workflows and employee efficiency.
• Maintain professional standards during internal and client-facing interactions.
• Observe legal and ethical guidelines for safeguarding the confidentiality of patient and proprietary information.
• Adhere to appropriate safety and quality assurance practices.
• Comply with state and federal laws, including State Board of Pharmacy, OSHA, HIPAA, and others.
• Assist the Director, Pharmacy and Associate Director, Pharmacy Operations with operational activities and support for internal and external audits.
• Assist with current and ad-hoc internal and external data requests.
• Serve as the main point of pharmacy contact for assigned client accounts, including:
  • Maintaining a strong relationship between the client and the pharmacy.
  • Acting as an operational contact and subject matter expert (SME) for the client.
  • Attending periodic client calls/meetings to represent the pharmacy.
  • Taking ownership of tracking KPIs.
  • Serving as the conduit between the pharmacy and operations team to ensure continuity of operations that meets program expectations.
• Communicate with internal operational contacts regarding program design, daily operations, and best practices. Provide consultative support to overcome obstacles and ensure timely shipments.
• Provide timely feedback to the company regarding service failures or customer concerns.
• Develop, implement, and monitor pharmacy training materials.
• Assist with team hiring, development, and training.
• Identify, hire, and retain quality associates as needed.
• Support the efforts of pharmacy training resources to onboard, train, and retrain new employees.
• Assist with team training and re-training to ensure quality and proficiency in their roles.
• Provide consistent, timely coaching and development for direct reports in your functional area.
• Utilize Valeris’ values as the driving force behind the team’s success.
• Ensure on-time adherence to training deadlines for all corporate policies and procedures.
• Ensure all standard operating procedures (SOPs) are followed with consistency.
• Perform additional tasks or projects as assigned.

Requirements

• At least 3 years of experience supervising pharmacy and/or delivery operations (preferred).
• 5 years of experience in the healthcare industry (required).
• Current, unrestricted Kentucky Pharmacy Technician License.
• Previous personnel/team management experience (required).
• Retail, hospital, or high-volume/mail-order pharmacy experience (preferred).
• Service-minded with a focus on recognizing and meeting the needs of others, especially patients and care partners.
• Ability to handle personal health information with confidentiality.
• Commitment to honesty and integrity.
• Professionalism and a strong sense of proper business and customer service etiquette.
• Clear verbal and written communication skills.
• Accountability for results.
• Ability to plan and prioritize tasks with strong attention to detail.
• Proficient emotional intelligence, including the ability to recognize emotions and their effects.
• Ability to manage disruptive impulses and handle potentially stressful customer interactions.
• Proficient computer skills.
• Adaptability to change.
• Personal initiative and commitment to team and organizational goals.
• Ability to work effectively within a team.
• A positive attitude.

Physical Demands & Work Environment

• Regularly required to talk or hear.
• Frequently required to sit for long periods, use hands to type, handle or feel, and reach with hands and arms.
• Preferred typing speed of at least 35 words per minute with 97% accuracy.
• Flexibility to travel as needed (minimal).
• Operates in a professional office environment, routinely using standard office equipment such as computers, phones, and photocopiers.

Benefits

Full-time employees at Valeris receive the following benefits:

• Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs.
• Additional health support, including telehealth and Employee Assistance Program (EAP) services.
• Company match on Health Savings Account contributions.
• Free Basic Life and AD&D coverage equal to annual earnings, with a minimum of $50,000 and a maximum of $300,000.
• Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability.
• 401(k) Retirement Savings Plan with 100% match on the first 5% contributed, with immediate vesting.
• Paid Time Off (PTO) and Sick Leave to support work-life balance.
• Nine paid holidays plus two floating holidays.
• Opportunities for advancement in a company that supports personal and professional growth.
• A challenging, stimulating work environment that encourages new ideas.
• A mission-driven, inclusive culture where your work makes a meaningful impact.