Senior Manager, Contact Center – Clinical Operations

Alto

. Own the strategic and operational performance of Care Operations across Processing, Call Center, Specialty, Enterprise Partnerships, and other domains .

Posted 10/13/2026full-timeRemote • United StatesSenior💰 $144,250 - $180,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in pharmacy operations leadership, ensuring compliance with regulatory standards and driving performance metrics. Capable of developing strategic initiatives and managing cross-domain partnerships to enhance patient experience and operational efficiency.

Highest-signal resume keywords

Licensed Pharmacist (RPh)Pharmacy Operations LeadershipRegulatory Compliance ManagementData-Driven Decision MakingTeam Management and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Pharmacy ComplianceOperational Performance ManagementBudget and Capacity PlanningProcess Improvement MethodologiesData Analysis with ExcelData Visualization with TableauData Visualization with LookerPolicy DevelopmentStaffing StrategyQuality Performance Metrics

Soft Skills

LeadershipCoachingCommunicationProblem-SolvingEmployee Engagement

Certifications & Qualifications

Licensed Pharmacist (RPh)

Industry Keywords

Pharmacy OperationsState Board of PharmacyDEA CompliancePatient Safety StandardsLean MethodologyKaizen

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Own the strategic and operational performance of Care Operations across Processing, Call Center, Specialty, Enterprise Partnerships, and other domains
Translate business plans and goals into tactical action, incorporating resources, costs, and forecasts
Ensure efficiency, service level, quality, patient experience, employee engagement, compliance, and business targets are met
Lead, coach, and develop Supervisors and Project Coordinators
Set hiring, performance management, development, and succession strategies with Recruiting and HR
Design and drive operational roadmaps for partnerships, product launches, and cross-domain initiatives
Orchestrate rollout, staffing, and training needs across relevant groups
Oversee workflow, policy, systems improvements, and continuous improvement opportunities
Maintain regulatory and accreditation compliance, including policy development, licensure, good standing, and escalated cases
Represent the company with Boards of Pharmacy
Ensure adherence to federal, state, and local pharmacy regulations, payor contract terms, and company policy
Own escalation pathways for complex or high-risk operational issues
Design and manage manager-on-duty/on-call programs
Serve as final internal escalation point and senior pharmacy operations resource
Own staffing strategy, budget, and capacity planning across domains
Drive quality performance metrics and patient safety standards
Identify systemic root causes and direct corrective action and contingency plans
Lead standardization and governance of company policies and procedures
Build a continuous improvement culture using lean, Kaizen, or similar methodologies

Requirements

What you’ll need

Graduate of an accredited school of pharmacy
Licensed Pharmacist (RPh) in good standing with the State Board of Pharmacy in at least one state of operation
Willingness to obtain additional Non Resident Licenses as dictated by business strategy
3+ years of progressive pharmacy operations leadership experience
Experience managing a team of Supervisors, Project Coordinators, or similar leads
Proven track record leading a large or complex mail order/clinical pharmacy operation
Expertise maintaining pharmacy compliance and interacting with State Boards of Pharmacy and the DEA
Experience using Excel, Tableau, or Looker for data-driven operational decisions
Ability to work at a computer terminal for extended periods
Ability to stoop, bend, reach, and perform repetitive computer-related motions
Ability to lift, carry, push, pull, and move objects up to 20 pounds
Ability to communicate verbally and discern auditory and visual information
Must be authorized to work for any employer in the U.S.
No visa sponsorship, transfer, or takeover available

Benefits

Comp & perks

Reasonable accommodation for qualified individuals with disabilities
Travel required up to 5% of the time