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Phil is a Series D healthtech company building a platform that connects patients, prescribers, pharmacies, and pharmaceutical manufacturers to streamline prescription fulfillment and medication access. The platform handles enrollment, benefits verification, prior authorization, copay support, and home delivery.
You will serve as Director of Operational & Quality Excellence, reporting to the VP of Operational Excellence. This is a build-and-lead role focused on transforming quality from manual, after-the-fact audits to automated, real-time controls powered by AI and automation. You will not manage traditional audit or Six Sigma functions, but rather architect systems that enable operations to scale without proportional headcount growth.
Key Responsibilities:
- Develop and execute a quality strategy that moves from manual audits to AI-enabled, real-time monitoring and controls that flag errors before they reach patients
- Own quality for operational workflows and the technical platform behind them, including test automation and release validation in partnership with Engineering and Product
- Design and standardize workflows, documentation, and tooling across patient support, pharmacist, and pharmacy technician teams, embedding controls at the point of work
- Establish and run an escalation framework ensuring every quality issue has an owner, deadline, and resolution path; hold cross-functional leaders accountable
- Lead a team of approximately 10 people (mostly experienced subject-matter experts) through a transformation in how they work; provide real-time visibility into error rates and root causes to leadership
First-Year Success Milestones:
- 90 days: Deep understanding of core workflows, relationships with all partner leaders, data-backed root cause analysis of top error drivers with corrective actions, live initiative tracker, and team plan
- 6 months: First automated or AI-enabled control running in production, escalation framework in regular use, standardized executive-ready quality reporting
- 12 months: 50% reduction in error rates across operational and technical workflows, expanded quality coverage without adding audit headcount, team operating on new model with emerging leader developed
Requirements:
- 10+ years in operational quality, quality engineering, operational excellence, or process improvement in a complex, high-volume environment
- 5+ years leading and building a team or function (not just running an existing one)
- Hands-on experience deploying AI, LLM, or automation tools to solve a real quality or operational problem; ability to name specific tools and quantify results
- Experience shifting work from manual, after-the-fact review to embedded system controls, including partnering with Engineering on test automation, release validation, or defect prevention
- Demonstrated track record of driving results across teams without direct authority, including root cause analyses that led to documented fixes
- Ability to originate work, escalate early with proposed solutions, and present data-driven narratives to senior leaders
Nice to Have:
- Experience in regulated, high-accuracy settings (pharmacy, healthcare, clinical operations)
- Experience leading tenured subject-matter experts through operational change
- Experience reporting quality performance to external clients
- Up to 20% travel
