Director of Operational & Quality Excellence

We're hiring a Director of Operational & Quality Excellence to build a best-in-class quality function across our operations and the platform behind them, using automation and AI to prevent errors before they reach a patient. This is a build-and-lead role, not an audit-management or Six Sigma role. You'll report to the VP of Operational Excellence and work closely with Operations, Engineering, Product, and Client Success.

Responsibilities

Define and run the quality strategy roadmap, moving quality from manual, after-the-fact audits to automated, real-time controls, including AI monitoring that flags error signals before they reach a patient; Own quality across operational workflows and the platform behind them, from root cause through corrective action, including test automation and release validation with Engineering and Product; Standardize workflows, documentation, and tooling across patient support, pharmacist, and pharmacy technician teams, and embed controls where the work happens; Run an escalation framework in which every quality issue has an owner, a date, and a path forward, and hold partner leaders to it; Lead a US-based team of 11 across audit, analysis, quality engineering, and software quality, and give leadership real-time visibility into error rates and their drivers

Requirements

10+ years in operational quality, quality engineering, operational excellence, or process improvement in a complex, high-volume environment; 5+ years leading and building a team or function, not only running an existing one; Deep fluency in operational workflows, with root cause analyses that found the driver and led to a measured fix; Hands-on experience deploying AI, LLM, or automation tools to solve a real quality or operational problem, built yourself or through engineering partners, and you can name the tools and the measured results; Experience shifting work from manual, after-the-fact review to controls embedded in systems, including partnering with Engineering on test automation, release validation, or defect prevention; A record of holding partner leaders accountable without direct authority, with specific instances you can walk through; You originate work, know what crosses the escalation threshold, escalate with a proposed path forward, and present data-driven narratives to senior leaders

Nice to have

Experience in a regulated, high-accuracy setting such as pharmacy, healthcare, or clinical operations; Experience leading tenured subject-matter experts through a change in how they work; Experience reporting quality performance to external clients

Benefits

Fully remote working environment available in listed US states; Competitive compensation (commensurate with experience); Full benefits (medical, dental, vision); 401(k) contribution opportunity; Paid Parental Leave