Director of Quality Management

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Director of Quality Management

Location: Dallas, TX or Hybrid
Department: Operations
Job Type: Full-Time, Exempt
Reports To: VP ofOperations

Position Overview

The Director of Quality Management leads the organization's overall quality strategy, with primary ownership of quality assurance while also overseeing broader operational functions that support consistent, compliant, and high-performing service delivery.

Education & Licensing

• Bachelor's degree in Business, Healthcare Administration, or a related field preferred.

Experience

• 5-7+ years of progressive experience in quality management, quality assurance, or operations leadership, preferably within a specialty pharmacy, healthcare, or call center environment.

• Prior experience managing SOP governance, training programs, and quality audit functions required.

• Proven experience leading and developing managers or supervisors across multiple teams.

Essential Skills

• Strong strategic and critical thinking skills

• Demonstrated quality management systems and program management expertise

• Strong written and verbal communication skills

• Proven leadership and people-development skills across multiple teams/functions

• Strong analytical skills; ability to translate audit and performance data into action

• Experience building, documenting, and maintaining SOPs and training materials

• Change management skills; ability to drive adoption of new/updated processes

Preferred Characteristics

• Dedicated to excellence & quality

• Strategic and self-directed

• Sense of urgency; drives accountability

• Detail-oriented; catches errors and gaps early

• Ethical; respects confidentiality

• Collaborative leader who builds strong cross-functional relationships

Key Responsibilities:

• Owns fee-for-service (FFS) quality management, ensuring programs such as free goods are administered accurately, compliantly, and consistently.

• Establishes audit checkpoints and controls to monitor FFS program adherence.

• Partners with program owners to resolve quality gaps and reduce risk.

• Ensures training documentation stays current and reflects how operation teams work relative to SOPs.

• Audits training materials against live SOPs to identify and close gaps.

• Establishes a recurring review cadence for training content and recertification.

• Owns the SOP lifecycle, partnering with department managers to update SOPs as new opportunities, process changes, or regulatory requirements arise.

• Maintains a master SOP repository with version control and a formal approval workflow.

• Facilitates cross-departmental SOP reviews to ensure consistency.

• Builds and maintains an enterprise-wide quality management framework across all operational departments.

• Develops quality KPIs, scorecards, and dashboards; reports performance to senior leadership.

• Leads root cause analysis and corrective/preventive action processes for recurring or high-impact quality issues.

• Manages the Key Accounts team member(s) who work directly with key offices to ensure quick, reliable turnarounds.

• Sets and monitors turnaround-time standards and service expectations for key office relationships.

• Serves as an escalation point when a key office relationship needs director-level attention.

• Provides guidance and direction to the Operations Specialist(s), who operate independently day-to-day, to help them identify where current needs sit so they can plug in quickly on urgent cases.

• Maintains visibility in workload and capacity trends to inform where Operations Specialist attention is most needed.

• Offers coaching and judgment calls when Operations Specialist(s) need direction on prioritization between planned work and emerging urgent needs.

• Owns the SWAT (Urgents) function's strategy and results, managing the SWAT Manager who runs day-to-day team execution.

• Partners with the SWAT Manager to define and refine the process for triaging, assigning, and resolving urgent/escalated cases.

• Identifies the root causes and upstream gaps that allow cases to become urgent in the first place and drives fixes to those gaps, so recurrence decreases over time.

• Reviews urgent-case volume and root-cause trends with the SWAT Manager, reporting findings and resolution plans to leadership.

• Directs, coaches, and develops the leaders of the Quality Assurance teams, Key Accounts team, and SWAT Manager, and provides guidance to the Operations Specialist(s), setting goals and performance standards.

• Ensures quality practices align with applicable regulatory and accreditation requirements.

• Partners cross-functionally with Pharma Business Development, Operations, IT, and Sales to embed quality controls into new initiatives, programs, and technology.

• Identifies trends across audits, complaints, and quality data to drive continuous improvement initiatives.

• Presents quality performance, risks, and improvement plans to executive leadership on a regular basis.

• Performs all tasks in a manner consistent with corporate policies as well as state and federal laws.

• Knowledgeable regarding Senderra's community values and demonstrates them daily.

• Other duties as assigned.

Working Conditions

• Fast-paced work environment.

• Requires normal vision (corrected) both close and distant.

• Requires normal hearing levels (corrected).

• Requires working at a desk to use a phone and computer for extended periods of time. Requires sitting and bending.

• Works effectively with frequent interruptions.

• Lifting requirements of 15 lbs. occasionally.

• Minimal travel <5%.