RX Healthcare Operations Manager II (Healthcare)

TL;DR

RX Healthcare Operations Manager II (Pharmacy Customer Service): Managing a large-scale pharmacy healthcare customer service team to improve operational efficiency and customer experience with an accent on performance management and cross-functional leadership. Focus on optimizing KPIs, developing leadership bench strength, and leading strategic operational initiatives.

Location: Louisville, KY

Company

hirify.global is a leading online retailer and pharmacy providing comprehensive healthcare and supplies for pets.

What you will do

• Manage a team of 45-85 frontline members and 3-5 salaried team managers.
• Coach and develop floor leadership and agents to ensure exceptional customer experience and consistent KPI results.
• Utilize operational reports to make data-driven decisions regarding performance, career pathing, and development.
• Collaborate with cross-functional partners in Quality Assurance, Compliance, Legal, and Product teams to resolve issues and improve RX services.
• Act as the Single Threaded Owner (STO) for strategic initiatives driving employee engagement or operational excellence.
• Partner with Workforce Management (WFM) to strategize scheduling, service levels, and overtime.

Requirements

• 5+ years of multi-channel contact center management or Healthcare/Pharmacy Services experience.
• BS/BA degree or equivalent industry experience (5+ years).
• Proficiency in MS Office, with strong Excel skills being a must.
• Outstanding oral and written communication skills with experience presenting to groups.
• Flexibility with scheduling to include evenings, weekends, and some holidays.
• Ability to travel as required by the position.

Culture & Benefits

• Inclusive environment as an equal opportunity employer.
• Focus on leadership development and internal career pathing.
• Collaborative culture across multiple organizational departments.
• Commitment to a customer-first mindset and operational excellence.