VP, Operations

Being on medication is tough enough. We want to make getting it the easy part. Getting prescriptions to patients has become increasingly complex. When things get messy along the prescription journey, pharmaceutical manufacturers rely on us to untangle the process and create a clear path—allowing patients to build trusting relationships with their medication brands.

We’re not only committed to taking the pain out of the prescription process, but we’re also devoted to bringing the brightest minds together under one roof. We bring together diverse voices—engineers, pharmacists, customer service veterans, developers, program strategists and more—all with one vision. Each perspective and experience makes ConnectiveRx better than the sum of its parts.

ConnectiveRx’s VP, Operations, is responsible for executive-level oversight and implementation of the company’s strategic operational objectives. This role ensures timely and accurate processing of patient and provider requests, oversees operations and call center teams across multiple locations across extended hours, and builds high-performing operational/service teams in a complex business environment.

The leader harmonizes corporate strategy with client brand objectives to develop compliant, profitable, and high-performing programs that delight patients and clients. Responsibilities include day-to-day operational excellence, employee development, and continuous process improvement, as well as cross-functional collaboration with executive partners, clients, and internal/external business support teams. The position oversees department staff and applicable third-party outsourced services, driving a customer-focused culture, first-call resolution, and world-class service standards across multiple facilities and outsourced partners.

Operational Execution 

• Lead large teams (100–300+) to deliver services for customer programs including, but not limited to: benefit investigation, case management, pharmacy operations, and claims processing and reimbursement.
• Drive performance to meet SLA and KPI targets within areas of responsibility, operate within financial goals, and implement cost-reduction initiatives.
• Oversee day-to-day operations, ensuring world-class service and customer satisfaction.
• Manage P&L for operational domains, ensuring profitability and budget adherence.
• Support the sale, launch, and ongoing management of customer programs.
• Ensure compliance with legal, regulatory, and company standards (SOC1, SOC2, PCI, HIPAA, as applicable).

Team Development

• Build, manage, and mentor high-performing teams of senior directors, directors, and staff.
• Foster a culture of accountability, innovation, communication, professionalism, and diversity.
• Lead hiring, training, development, and performance management.
• Develop strategic management skills in direct reports: leadership, critical thinking, planning, and analysis.

Relationship Management 

• Oversee key partner/vendor relationships for targeted vendor accounts.
• Build and maintain strong relationships with internal stakeholders, delivery partners, and clients.
• Partner with ConnectiveRx’ product and technology teams to improve applications and ensure effective deployment of front-end technology and vendor services.
• Support business evolution and issue resolution across all levels of the organization.

Strategic Leadership 

• Translate business insights into actionable strategies and tactics to meet customer needs and organizational goals.
• Provide operational expertise to product management for development and enhancement.
• Support integration of access and affordability services, and the onboarding of new vendor partners.
• Develop and execute organizational strategic initiatives and business management objectives.

Other Duties 

• Develop recognition and award programs.
• Drive staff forecasting and resource management.
• Ensure strict compliance with business rules, ethics, and applicable laws.

Education/Degree Requirements/Certifications

• Bachelor’s degree in business or related field required; Master’s or MBA preferred.

Experience

• 10–15+ years of leadership experience in patient services, HUB operations, or healthcare operations.
• Proven experience managing large teams and budgets ($25M+).

Knowledge

• Deep knowledge of operational procedures, patient services, affordability programs, insurance reimbursement, and product development lifecycle.
• Advanced proficiency in MS Office Suite (Excel, Word, PowerPoint, Access).

Skills

• Creative problem-solving, analytic, and critical thinking.
• Excellent oral, written, and presentation skills.
• Strong understanding of operational processes and financial management.
• Ability to prioritize, manage multiple tasks, and adapt to changing environments.

Competencies

• Ability to drive for measurable results.
• High level of self-awareness, situational adaptability, and ability to work independently or as part of a team.

Travel or Physical Requirements

• Periodic travel to company locations, client offices, and conferences (up to 30%).

Compliance Requirements

Adhere to all Company Policies, Procedures, and other training consistent with ConnectiveRx's Information Security and Compliance Programs, including but not limited to the following compliances and regulations: SOC1, SOC2, PCI, HIPAA.

Maintain strict compliance with company and client policies regarding business rules and ethics, as well as applicable local, state and national federal laws.