About this role

The Director of Customer Operations leads Prescryptive’s end-to-end member and pharmacy support function, shaping how we serve, solve, and connect across every channel. This leader owns the operating model, performance, and technology strategy for all inbound and outbound interactions — including phone, chat, digital self-service, and pharmacy support channels.

This role defines how members and pharmacies experience care at Prescryptive as we scale into new markets, products, and channels. The Director strengthens today’s performance while designing the omni-channel experience of tomorrow, ensuring every interaction reflects Prescryptive’s commitment to accuracy, empathy, and efficiency.

This leader also establishes, maintains, and continuously improves standard operating procedures (SOPs) and customer care policies to ensure compliant, consistent, and high-quality service delivery.

As part of an early-stage company, this leader operates with both strategic range and tactical agility — able to zoom out to design scalable systems and zoom in when needed to solve complex operational challenges firsthand. Every Prescryptive leader models this hands-on, solutions-oriented approach.

What you will do

Key Accountabilities

• Define and evolve Prescryptive’s Customer Operations strategy, operating model, and governance framework.

• Deliver scalable, high-quality, omni-channel service experiences for members and pharmacies.

• Build and lead a high-performing, accountable team across internal and external operations.

• Ensure operational excellence through robust SOPs, policies, QA, and continuous improvement.

• Represent the voice of Customer Operations in leadership forums, translating insights into action.

Principal Duties, Responsibilities, Performance Expectations (Essential Functions):

• Own and evolve the Customer Operations strategy and operating model — aligning people, process, technology, and governance frameworks (SOPs, policies, and QA standards) to deliver consistent, scalable service.

• Lead the Customer Operations organization, including managers, supervisors, and frontline teams, fostering clarity, accountability, and professional growth.

• Design and govern the omni-channel service experience across phone, chat, digital self-service, mobile, and pharmacy touchpoints to ensure seamless routing, visibility, and resolution.

• Oversee contact-center performance, including staffing models, workforce management, and BPO partnerships, to meet service levels and achieve cost-to-serve targets.

• Define and manage the cost-to-serve model, balancing staffing, automation, service quality, and scalability.

• Develop, document, and maintain standard operating procedures (SOPs), customer care policies, QA programs, and training to ensure compliant, consistent, and high-quality service delivery.

• Deploy AI and automation capabilities to improve resolution rates, streamline workflows, and enable members and pharmacies to find answers without waiting.

• Partner cross-functionally with Clinical Operations, Compliance, Technology, and Product to resolve complex issues, ensure SOP alignment, and evolve the overall member and prescriber experience.

• Leverage analytics and insights to identify root causes, measure SOP and policy effectiveness, and drive continuous improvement in quality, efficiency, and compliance.

• Represent Customer Operations at the leadership level, translating operational insights into strategy and strategy into measurable execution.

• Champion a culture of empathy and performance, ensuring every team member understands their impact on Prescryptive’s mission and on the lives of members and pharmacists we serve.

What you will bring

• Demonstrated ability to lead both operational execution and transformation — modernizing service delivery through AI, automation, and data insights.

• Deep understanding of contact-center platforms (IVR, WFM, chatbots, CRM), workforce management systems, quality assurance programs, and performance metrics.

• Proven track record of improving CSAT, NPS, first-call resolution, and digital containment, with the ability to translate data into meaningful operational action.

• Experience developing, implementing, and maintaining SOPs and customer care policies within a regulated or healthcare service environment.

• Strong collaborator and communicator with executive presence; comfortable presenting key results, challenges, and forward-looking plans to senior leadership and boards.

• Proven people leadership, including multi-level team supervision, management of a remote workforce, and a practice of proactive performance management.

• Experience driving change in fast-growing, evolving organizations, especially during 2×–3× volume growth phases.

• Bachelor’s degree in business, healthcare, or related field.

• 7+ years leadership in healthcare/PBM customer service.

Ideally you will also have

• Master’s degree in Business Administration, Healthcare Management, or related field

• Experience implementing large-scale CX technology initiatives

• Leadership experience within a PBM call center environment

• Strong understanding of pharmacy workflows, including prescription processing, adjudication, and patient support operations

What we have to offer

• The opportunity to grow alongside an early-stage company shaking up a big, old-fashioned industry

• Flexible time off, including 12 paid holidays

• 401k match plus 100% employer paid medical, dental, and vision premiums

• Company contribution to Health Savings Account

• Stock options

Prescryptive is committed to fair pay practices. The projected annual salary for this position is $150,000 to $190,000. When preparing an offer, we consider the candidates resume, experience, interview feedback, internal equity, and location.