Pharmacy Director, OTC eCommerce Operations

• Candidate can reside in any KP authorized state: California, Oregon, Colorado, Washington, Georgia, Washington, DC/Mid-Atlantic

Technical Summary: The Director, eCommerce Pharmacy Operations is responsible for the strategic and operational leadership of a digital pharmacy business, overseeing merchandising, pricing, catalog management, fulfillment, customer service, inventory management, vendor partnerships, and platform optimization. This role drives growth, operational performance, regulatory compliance, and customer experience while partnering across pharmacy, technology, supply chain, and commercial functions.

Job Summary:

In addition to the responsibilities listed below, this position is also responsible for advocating for perpetual inventory development and implementation; developing status reports, project plans, and documentation to ensure timely development of perpetual inventory and sharing of outcomes/best practices; providing guidance on resolving major internal control problems within programs to ensure timely resolution; overseeing budgeting, payroll, and all other financial parameters; leading the implementation and processes aligned with the demands of National Pharmacy Operations that enhance quality, improve service, and enhance cost effectiveness; overseeing workflows; evaluating quality management programs; advocating for others to follow organizational and department policies and procedures; collaborating with program office, finance, vendors, pharmacy leadership, medical group, legal, and other relevant stakeholders to drive acceptance and success of perpetual inventory deployment; and monitoring pharmacy acquisitions for the program and directing assimilation into national best practices, standards, and technology with dotted line influence and coordination with all service line departments.

Essential Responsibilities:

• Prepares individuals for growth opportunities and advancement; builds internal collaborative networks for self and others. Solicits and acts on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement. Demonstrates continuous learning; oversees the recruitment, selection, and development of talent; ensures performance management guidelines and expectations to achieve business needs. Stays up to date with organizational best practices, processes, benchmarks, and industry trends; shares best practices within and across teams. Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning resource plans with business objectives. Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact.
• Oversees the operation of multiple units within a department by identifying member and operational needs; ensures the management of work assignment completion; translates business strategy into actionable business requirements; ensures products and/or services meet member requirements and expectations while aligning with organizational strategies. Gains cross-functional support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and fosters resolution of escalated issues. Communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; prioritizes and distributes resources. Removes obstacles that impact performance; guides performance and develops contingency plans accordingly; ensures teams accomplish business objectives.
• Leads strategic planning to set the direction for the future of patient care strategies to pharmacy and healthcare professionals by: monitoring and tracking teams use of analytics and informatics to assess prescription use data and craft strategies and actions plans; leading in meetings of regional and/or national pharmacy and therapeutics committees to champion support for front-line operations; and setting a leadership tone of strong a patient focus mindset across the organization to encourage employees to make decisions that are in the best interest of patients and creates structures, incentives, and processes in place to encourage these behaviors.
• Oversees operational activities across the pharmacy landscape and is accountable for setting operational strategies and coordinating with other team members and senior leaders to ensure proper and effective pharmacy management by: overseeing interdisciplinary functions to implement and evaluate pharmacotherapy safety practices and initiatives; identifying long-term operational needs and develops recommendations for various pharmacy operations initiatives and programs that shape the structure and day to day functioning across pharmacies; and leading a holistic set of operational needs (e.g., workflow management, policy management, systems improvement, etc.), ensuring and developing policy compliance standards, and creating a culture that incentives process or system improvements.
• Contributes to service, affordability, people, quality of care, and regulatory pharmacy goals by: driving the creation, design, and developing guidelines for implementation of the strategic plans to lead improve service, quality, people, affordability, and regulatory initiatives; evaluating industry leading technology and research and developing strategic goals to guide tools and dashboards to enable implementation of new programs and initiatives; interpreting and applying high-impact and complex new laws and rules from regulatory agencies and ensures application into operations (e.g., FAQs to markets) enterprise-wide; establishing requirements of tools to ensure awareness and use; guiding the strategic direction and evolution of accountability dashboards to ensure rules are followed; and designing and guiding implementation of key affordability metrics in alignment with enterprise-wide and pharmacy operational goals.
• Serves as the lead subject matter expert for quality improvement processes and regulations within assigned areas or teams by: providing consultation on the interpretation, interaction, and implementation of current policies, regulations, and legislation and advices on the current climate and potential changes which may have long term effects on business operations; proactively engaging in internal and external committees and projects, and relevant initiatives to implement large scale change and improvements; managing current procedures and outcomes to align service area activities with organizational performance, quality, and budgetary goals; identifying barriers to process improvements issues and weighing practical, technical, and KP capability considerations in addressing issues, and advising on policy changes; closely collaborating with senior health care providers to gather relevant sources on potential changes within the market and upcoming new drugs and analyzing trends to forecast the impacts of new drugs on the teams drug use management; tracking and assessing various drug use management metrics and dashboards and following up to hold others accountable; creating standards for application strategies to ensure achievement of member financial and therapeutic objectives; and evaluating holistic sets of member data and devising strategic action plans on how to affect change.