Senior Operations Manager, Pharmacy

Key Responsibilities

• Lead and manage the daily operations of the Pharmacist and Pharmacy Technician teams, ensuring service level, quality, and compliance targets are consistently met.
• Oversee queue and workflow management across prescription transfers, verbal prescription intake, and multi-department escalations spanning Pharmacy, Shipping, Customer Care, Finance, Claims Processing, and Eligibility.
• Ensure the escalation pathway from Pharmacy Technician (initial contact) to Pharmacist (clinical review) runs smoothly and resolves participant issues on first contact wherever possible.
• Partner with Workforce Management to build and maintain rotating weekend and holiday coverage schedules that meet licensing and staffing requirements.
• Track and maintain license and certification compliance (e.g., AZ/TX Pharmacist and Pharmacy Technician licenses, CPhT certification) across direct reports.
• Monitor, analyze, and report on core KPIs, including average handle time, first-contact resolution, quality/accuracy scores, and participant satisfaction.
• Coach, develop, and support the hiring and onboarding of Pharmacist and Pharmacy Technician staff and any team leads/supervisors within the function.
• Identify and lead process improvement initiatives that simplify complexity for both staff and participants, in line with Everise's commitment to agile execution.
• Ensure the team's practices align with client program values, HIPAA, and applicable state pharmacy board regulations.
• Manage remote, hybrid, or on-site work arrangements for the team based on performance, business need, and program requirements.

Required Qualifications

• 5+ years of operations management experience in a contact center, pharmacy, or healthcare services environment, including direct leadership of licensed clinical staff.
• Working knowledge of pharmacy benefit management (PBM) or retail/mail-order pharmacy operations, including prescription verification, transfer, and dispensing workflows.
• Demonstrated experience managing performance against service-level agreements and quality/compliance metrics.
• Strong understanding of pharmacy licensing requirements (e.g., state Pharmacist and Pharmacy Technician licensure) and the ability to track compliance across a team.
• Experience building and managing rotating schedules, including weekend and holiday coverage.
• Advanced verbal and written communication skills, with the ability to represent the team to clients, prescribers, and cross-functional partners.
• Proven ability to coach, develop, and retain talent in a fast-paced, regulated environment.