Operations Manager, Pharmacy Operations

Description

About TruDataRx

TruDataRx, Inc. uses objective clinical data to help clients improve the clinical efficacy and reduce the costs of pharmacy benefits for its members. We are independent from all players in the pharmaceutical manufacturing and distribution industries, enabling us to best serve our clients. We value the following characteristics in our team members:

• Outward Mindset – foundation of our culture, which influences the right behaviors, that leads to results
• Entrepreneurial – the ability to get things done with resources you don’t control
• Humility – deep comfort in knowing when you don’t know and asking questions
• Collaboration – we always give benefit of doubt that each person has something to contribute

Position Summary

The Operations Manager is responsible for leading the day-to-day operations of the Pharmacy Support Specialist (PSS) team, ensuring exceptional service delivery, operational efficiency, and consistent execution of pharmacy call center and prior authorization workflows. This role provides leadership to front-line supervisors and operational support resources while driving continuous improvement through process optimization, technology, and data-driven decision making.

As the operational leader for the PSS organization, the Operations Manager is accountable for workforce performance, service levels, quality outcomes, productivity, and employee development. In addition to managing daily operations, this individual will serve as the business owner for the team's CRM platform, partnering with internal stakeholders to enhance workflows, automate processes, and improve the overall customer and employee experience.

This position is ideal for a proven call center operations leader who is passionate about building high-performing teams, leveraging technology to scale operations, turning raw data into actionable insights, and creating an exceptional service experience.

Essential Functions

Operational Leadership

• Lead the daily operations of the Pharmacy Support Specialist organization, ensuring efficient and effective handling of inbound and outbound member and provider interactions.
• Build and manage a team of Supervisors responsible for front-line Pharmacy Support Specialists.
• Provide leadership and direction to dedicated Training and Quality Assurance resources to ensure consistent onboarding, coaching, and performance standards.
• Ensure adequate staffing, workload balancing, and operational coverage to consistently meet service level expectations.
• Monitor daily operational performance and proactively resolve issues impacting productivity, customer experience, or quality.
• Foster a culture of accountability, collaboration, continuous improvement, and employee engagement.

Team Development

• Coach and develop Supervisors to build strong leadership capabilities.
• Establish clear performance expectations and conduct regular performance reviews.
• Partner with Training and QA resources to identify skill gaps and implement targeted development programs.
• Promote a culture focused on quality, customer service, and operational excellence.

CRM Ownership and Process Improvement

• Serve as the operational business owner for the CRM platform supporting Pharmacy Operations.
• Partner with Technology, Product, and Business stakeholders to prioritize CRM enhancements and new functionality.
• Identify opportunities to streamline workflows, eliminate manual processes, and improve operational efficiency through automation.
• Lead continuous improvement initiatives that enhance both employee productivity and customer experience.
• Evaluate operational processes and recommend scalable solutions that support organizational growth.
• Support CRM implementation projects, testing, user acceptance, and change management activities.

Performance Management and Reporting

• Develop, monitor, and analyze operational metrics, including:
• Service levels
• Average handle time
• Productivity
• Quality scores
• Case accuracy
• Customer experience metrics
• Backlog management
• Produce regular operational reports and dashboards for senior leadership.
• Analyze trends and identify root causes impacting operational performance.
• Develop action plans to improve efficiency, quality, and service outcomes.

Cross-Functional Collaboration

• Partner closely with Pharmacy Operations leadership, Clinical teams, Technology, Client Services, and other operational partners.
• Participate in strategic initiatives focused on operational scalability and service excellence.
• Communicate operational performance, risks, and improvement opportunities to leadership.

Other duties as required.*

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Requirements

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of experience leading customer service or call center operations.
• 3+ years of experience managing leaders (Supervisors or Team Leads).
• Demonstrated experience leading high-volume operational teams with measurable service level objectives.
• Experience implementing, administering, or optimizing CRM platforms (such as Salesforce, HubSpot, Microsoft Dynamics, or similar).
• Strong analytical skills with experience developing and managing operational metrics and reporting.
• Proven success driving process improvement and operational efficiency initiatives.
• Experience leading change management and technology adoption efforts.
• Excellent leadership, communication, coaching, and organizational skills.
• Strong problem-solving and decision-making abilities.

Preferred

• Experience in pharmacy benefit management (PBM), pharmacy operations, healthcare operations, or utilization management.
• Hands-on experience with modern PBM workflow engines, electronic prior authorization (ePA) routing systems, and cloud-based telephony networks.
• Familiarity with medical benefit management or healthcare payer operations.
• Experience working in regulated healthcare environments.

Company Standard Requirements:

• Ability to work well with others in a collaborative environment
• Ability to get things done with resources you don’t control
• Willingness to admit you don’t know and ask for help
• Exhibit constant curiosity and a drive to problem solve
• Exhibit desire to learn and grow on a continuous basis