VP of Operations

Client Summary:

• Healthcare technology company operating a virtual platform that connects providers with cash-pay, evidence-based medical solutions
• Combines a proprietary transaction platform with fulfillment, shipping, and patient support services in a seamless end-to-end model
• Partners with FDA-registered manufacturing facilities and accredited pharmacies to ensure product quality and regulatory compliance
• Helps provider organizations expand their service offerings and build practice revenue while maintaining continuity of care for patients
• Positioned at the intersection of digital health, compounding pharmacy, and direct-pay care delivery with a strong emphasis on compliance and quality

• Full P&L ownership of the operations team, which serves as the revenue engine of the business; accountable for improving the rate of order fulfillment and driving first fills and refills across the patient base
• Contact center leadership: multi-omnichannel communication including phone, electronic, and unified communication channels; push AI-enabled call scoring, workforce analytics, and patient journey intelligence to the next level; unify currently disparate electronic communication channels
• Fulfillment leadership: oversee fulfillment operations out of the St. Louis headquarters and a network of pharmacy partners; develop current tactical managers into true operational and people leaders
• Patient journey optimization: own the patient experience from prescription at the doctor's office through delivery, adherence, and refills; build strategies that improve engagement and reduce drop-off across the patient lifecycle
• Supply chain and logistics: build best-in-class inventory management, just-in-time logistics, and fulfillment processes; plan for and lead the transition to multi-location fulfillment as the company scales
• Technology and platform development: collaborate on building a patient-facing application for education and engagement; leverage AI and modern tooling to enhance dynamic patient relationship management
• Cross-functional partnership: work closely with the sales team and sales operations to ensure the patient journey starts effectively at the point of prescription
• Strategic planning: define what the operations function will look like in 2027 and 2028; present and execute a forward-looking operational vision that connects to company-wide growth strategy

• Executive-level operations leadership experience with full P&L ownership of a contact center and fulfillment function; beyond senior staff level, with demonstrated executive accountability for results
• Multi-omnichannel contact center experience: you have built, led, or significantly transformed a patient-facing or consumer-facing contact center at scale, with an understanding of how AI, workforce analytics, and modern tooling can elevate performance
• Fulfillment and supply chain fluency: experience managing fulfillment operations, inventory, and logistics in a healthcare, specialty pharmacy, e-commerce, or comparable environment
• Tech-forward orientation: experience leveraging AI and technology to improve customer or patient journeys; experience building or contributing to patient-facing applications is a strong plus
• Scaling experience: you have been through a growth phase where operations needed to be elevated beyond their current structure and you have the playbook to do it again
• E-commerce or marketplace background is a meaningful differentiator; candidates who have built and run fulfillment and customer experience operations at companies like Amazon, DoorDash, or comparable platforms bring a valued perspective
• Healthcare, specialty pharmacy, or medication adherence experience is preferred but not required; the ability to quickly understand the patient journey and the dynamics of a prescription-based business is essential
• Presence: willingness to be in the St. Louis headquarters on a regular basis; this role requires meaningful on-site engagement with the operations team