Position Overview
Our client, a growing healthcare consulting firm located in Milton, GA is seeking a highly organized, hands-on Director of Operations/General Manager to oversee and optimize day-to-day operations. This role will have direct operational oversight supporting the organizations pharmacy business, which provides a national medication procurement and fulfillment solution and implements plan optimization services for pharmacy programs. The organization is focused on improving medication access and affordability, including support for brand-name maintenance and specialty medications, while helping employers and members reduce prescription costs.
This individual will play a key role in ensuring operational efficiency across the business, with a strong focus on service center operations, team leadership, process improvement, systems management, P&L Financial responsibility, Key Performance Indicator development, dashboard weekly and monthly reporting to include financials and drive redundancy and scalability. The ideal candidate will bring experience managing operations within a call center, service center, HR shared services, healthcare support, pharmacy support, or customer service-driven environment, along with strong working knowledge of phone systems, CRM platforms, reporting dashboards, P&L, and operational KPIs
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Key Responsibilities- Oversee the day-to-day operations of the organizations service center and pharmacy support operations
- Ensure smooth execution of workflows across member/patient support, pharmacy-related service operations, staffing coordination, billing support, intake, and internal communication processes
- Support the ongoing growth and scalability of the business by identifying process gaps and implementing operational improvements
- Help ensure the service center effectively supports the organizations mission of improving access, affordability, and fulfillment of prescription medications
Team Leadership & Management- Directly manage a team of approximately 6 employees, with responsibility for helping scale the team to 710 employees by year-end and 20+ over time
- Provide day-to-day leadership, coaching, accountability, and development to team members
- Partner on hiring efforts and support onboarding and training of new employees to ensure they are ramped up quickly and effectively
- Foster a collaborative, service-oriented, and high-accountability team culture
Process Improvement & SOP Development- Evaluate existing workflows and identify opportunities to improve efficiency, consistency, and service delivery
- Pull and review calls for quality, coaching, and training purposes
- Continuously optimize service center workflows, call handling processes, and internal systems usage
Systems, Reporting & KPI Management- Manage and optimize the organizations technology stack, including:
- CRM platforms
- VOIP / call center phone systems
- contact management systems
- operational reporting tools / dashboards
- Track and report on key operational metrics and KPIs, including service center performance, team productivity, workflow efficiency, and business outcomes
- Utilize dashboards and reporting tools to provide visibility into operational health, trends, and areas for improvement
Business & Financial Oversight- Support operational budgeting, cost management, and overall P&L awareness
- Monitor operational profitability and identify ways to improve performance and efficiency
- Oversee operational support related to billing, receiving, and internal business processes
Qualifications- 7+ years of operations management experience, ideally within a service center, call center, healthcare support, pharmacy support, customer service, HR Operations, or similarly fast-paced operational environment
- Proven experience managing people and leading teams in a high-service environment
- Strong background in process improvement, workflow optimization, and SOP development
- Experience managing or working within a call center / phone-based operation
- Hands-on experience with CRM systems, VOIP/call center phone systems, and operational dashboards/reporting tools
- Comfortable managing operational metrics, KPIs, and business performance
- Strong organizational, problem-solving, and decision-making skills
- Experience supporting or managing business functions such as staffing, HR coordination, billing, service operations, or healthcare/pharmacy-related support is highly preferred
- Strong communication and leadership skills with a hands-on, roll-up-your-sleeves mindset
- Must possess advanced Excel skills, with the ability to manage data sets, perform analysis, and support billing-related functions.
Ideal Candidate Profile- Strong people manager who can lead, coach, and hold a team accountable
- Operationally minded and knows how to run a service center
- Comfortable being both strategic and hands-on
- Able to quickly identify inefficiencies and implement better processes
- Tech-savvy and confident managing CRM, phone systems, and reporting dashboards
- Thrives in an onsite, fast-growing environment where they can make an immediate impact
- Ideally brings experience from a healthcare, pharmacy, benefits, fulfillment, or service operations environment
Compensation is commensurate with experience.