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Director of Operations / General Manager

Corps Team

Milton, GA

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JOB DETAILS
SKILLS
Analysis Skills, Billing, Budgeting, Business Processes, Call Center Operations, Call Centers, Coaching, Communication Skills, Consulting, Contact Management, Cost Control, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Service Operations, Customer Support/Service, Data Management, Data Sets, Financial Management, Healthcare, Healthcare Administration, Human Resources Customer Service, Leadership, Medical Billing, Medications, Metrics, Onboarding, Operational Improvement, Operational Support, Operations Management, Organizational Skills, People Management, Performance Management, Performance Metrics, Pharmacy, Prescription Drugs, Problem Solving Skills, Process Development, Process Improvement, Profit & Loss, Profit & Loss Management, Purchasing/Procurement, Reporting Dashboards, Service Delivery, Staff Training, Standard Operating Procedures (SOP), System Operations, Systems Administration/Management, Team Lead/Manager, Team Player, VoIP (Voice over IP), Workflow Analysis
LOCATION
Milton, GA
POSTED
30+ days ago
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 organization’s 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.

Key Responsibilities
  • Oversee the day-to-day operations of the organization’s 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 organization’s 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 7–10 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 organization’s 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.
 

About the Company

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Corps Team