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Operations Manager, Pharmacy Operations
Career Opportunities International. Lead the day-to-day operations of the Pharmacy Support Specialist organization .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading pharmacy operations and customer service teams, with a strong focus on operational efficiency, performance metrics, and continuous improvement initiatives. Proficient in CRM platform management and change management within regulated healthcare environments.
Highest-signal resume keywords
Pharmacy Operations ManagementCRM Platform OptimizationOperational Performance AnalysisLeadership and Team DevelopmentProcess Improvement Initiatives
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational Metrics DevelopmentChange ManagementPerformance ReportingProcess AutomationCustomer Experience Management
Soft Skills
LeadershipCommunicationCoachingProblem-SolvingCollaboration
Tools & Technologies
SalesforceHubSpotMicrosoft DynamicsPharmacy Operations CRMCloud-Based Telephony Networks
Industry Keywords
Pharmacy Benefit ManagementHealthcare OperationsUtilization ManagementRegulated Healthcare EnvironmentsElectronic Prior Authorization
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Lead the day-to-day operations of the Pharmacy Support Specialist organization
- Ensure efficient handling of inbound and outbound member and provider interactions
- Build and manage Supervisors responsible for front-line Pharmacy Support Specialists
- Lead Training and Quality Assurance resources to ensure consistent onboarding, coaching, and performance standards
- Ensure adequate staffing, workload balancing, and operational coverage
- Monitor operational performance and resolve issues affecting productivity, customer experience, or quality
- Foster accountability, collaboration, continuous improvement, and employee engagement
- Coach and develop Supervisors and conduct regular performance reviews
- Partner with Training and QA resources to identify skill gaps and implement development programs
- Serve as operational business owner for the Pharmacy Operations CRM platform
- Prioritize CRM enhancements with Technology, Product, and Business stakeholders
- Streamline workflows, eliminate manual processes, and improve efficiency through automation
- Lead continuous improvement initiatives and evaluate scalable operational solutions
- Support CRM implementation, testing, user acceptance, and change management
- Develop, monitor, and analyze service levels, average handle time, productivity, quality scores, case accuracy, customer experience metrics, and backlog management
- Produce operational reports and dashboards for senior leadership
- Analyze trends, identify root causes, and develop action plans
- Collaborate with Pharmacy Operations, Clinical, Technology, Client Services, and other operational teams
- Participate in strategic initiatives focused on scalability and service excellence
- Communicate performance, risks, and improvement opportunities to leadership
Requirements
What you’ll need- 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
- Preferred: Hands-on experience with modern PBM workflow engines, electronic prior authorization (ePA) routing systems, and cloud-based telephony networks
- Preferred: Familiarity with medical benefit management or healthcare payer operations
- Preferred: Experience working in regulated healthcare environments
- 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