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VITL is a healthtech marketplace connecting cash-pay medical clinics with 503A compounding pharmacies nationwide. The Head of Pharmacy Success owns the entire pharmacy-side operations—ensuring orders ship on time, correctly, and from licensed, compliant, competitively priced pharmacies.
This is a senior individual-contributor role with a mandate to build and scale the pharmacy-success function. You report to the COO and are accountable for contract enforcement, SLA management, pricing oversight, pharmacy onboarding, network coverage, and escalation resolution.
KEY RESPONSIBILITIES:
Operating: Own and enforce pharmacy agreements (SLAs, participation terms, pricing); manage pharmacy onboarding (licensure verification, USP compliance, formulary loading, test orders); identify and close network coverage gaps by medication, dosage form, and geography; serve as the primary bridge between VITL's platform and pharmacy systems; continuously monitor and push pharmacy pricing against market rates and volume benchmarks.
Customer Support: Set fulfillment standards and track fill rates/response times; own escalation triage for delayed, cancelled, misfilled, or quality-flagged orders; conduct routine check-ins and quarterly QBRs with strategic partners using shared scorecards.
Admin/Finance: Validate pharmacy charges against agreed pricing; own formulary changes and catalog management; maintain current licenses, credentials, and compliance documentation.
Function-Building: Publish weekly pharmacy digest covering network performance and platform changes; build pharmacy-success playbook (onboarding checklists, scorecards, review cadences) to enable scaling; work with high-volume partners on capacity planning.
SUCCESS METRICS: High fill rates and low cancellations; no coverage gaps; new pharmacies reach first clean order predictably; underperformance caught and remediated early; audit-ready network at all times; clean billing reconciliation.
REQUIREMENTS:
- Background in marketplace supply-side operations (vendor/partner network ownership, SLA enforcement, pricing, coverage management) OR compounding pharmacy operations (503A/503B, formulary, USP compliance, network management for telehealth/DTC platforms)—ideally both
- Working knowledge of compounding pharmacy production, pricing, and shipping; 503A vs. 503B distinctions; USP <795>/<797>/<800> standards; dosage forms; state board of pharmacy and accreditation requirements
- Experience holding partners to commercial agreements and enforcing pricing commitments
- Fluency with operational data (fulfillment dashboards, performance metrics)
- Familiarity with cash-pay compounding space (GLP-1s, NAD+, peptides, IV wellness) and market dynamics affecting pharmacy pricing
- Ability to partner with Product and Engineering as domain expert; strong follow-through and documentation habits
