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PHIL is a Series D healthtech startup building a platform that streamlines prescription management and delivery across doctors, pharmacies, and patients. The company operates a B2B2C model connecting prescribers, pharmacies, manufacturers, and patients to improve medication access and adherence.
The Director of Operational Excellence will lead the Operational Excellence team, reporting to the VP of Operational Excellence. This is a strategic and hands-on leadership role responsible for building and scaling the infrastructure, processes, and systems that enable the Operations organization to perform at scale. The Operations organization is large and multifaceted, spanning patient support, pharmacists, and pharmacy technicians.
Key responsibilities include:
**Operational Infrastructure & Process Design**: Build and standardize processes, documentation, and workflows across patient support, pharmacist, and pharmacy tech functions. Identify gaps in how work gets done and design scalable solutions that reduce friction and improve consistency. Partner with Engineering and Product to ensure systems reflect actual work flows and embed controls at the point of work.
**AI-Enabled Operations & Continuous Improvement**: Own the agenda for leveraging AI and automation to improve operations. Build AI-driven monitoring that surfaces error signals and risk patterns in real time. Define a forward-looking roadmap for emerging AI capabilities, evaluating new tools, piloting them, and integrating them into the operating model. The goal is an organization where technology handles detection and prevention, freeing the team for higher-order problem solving.
**Quality Oversight**: Own the quality function including audit, analysis, and quality engineering. Drive a shift from reactive, manual auditing toward automated, system-embedded controls and predictive monitoring. Ensure quality issues are escalated quickly, owned clearly, and resolved with documented outcomes.
**Cross-Functional Accountability & Execution**: Drive improvement initiatives across partner teams, holding leaders accountable to committed timelines and measurable outcomes. Own escalation frameworks that ensure every cross-functional issue has an assigned owner and defined path forward. Originate work and drive it to completion.
**Team Leadership & Executive Communication**: Lead and develop a team spanning operational excellence, quality, and process design. Build reporting infrastructure that gives leadership real-time visibility into performance and process health. Produce clear, data-driven narratives for executive and business reviews.
Required qualifications: 10+ years of operations, operational excellence, or process improvement experience in a complex, high-volume environment. 5+ years leading and scaling operational teams or functions. Demonstrated ability to build operational processes and infrastructure from the ground up with measurable improvement track record. Hands-on experience leveraging AI, automation, or software-based tools to improve operational performance and quality monitoring. Experience building or overseeing a quality function with automated and system-embedded controls. Proven ability to influence stakeholders and drive accountability across teams without direct reporting authority. Self-motivated and proactive with bias toward originating work. Excellent written and verbal communication skills. Experience in regulated, high-accuracy environments such as pharmacy, healthcare, or clinical operations preferred. Ability to travel up to 20%.
