Director, Business Operations

Knipper HEALTH

12h

About The Position

YOUR PASSION, ACTIONS & FOCUS is our Strength. Become one of our Contributors! Join the CareTria Team! The Director, Business Operations for Pharmacy is an operational and strategic leader responsible for driving disciplined execution across CareTria Pharmacy. This role owns the core business operating system for pharmacy operations, ensuring that demand, labor, cost, and performance are tightly aligned and transparently managed. The Director, Business Operations serves as the connective tissue between Pharmacy Operations, Patient Services, Finance, FP&A, and Commercial teams. This role translates forecasted demand and client commitments into executable staffing plans, operating reviews, pricing assumptions, and S&OP inputs. The position is accountable for ensuring CareTria Pharmacy operates with predictability, scalability, and financial rigor across both commercial and non-commercial programs. This leader establishes and runs the operating cadence for pharmacy business performance, including labor modeling, cost-to-serve visibility, operating reviews, and variance management. The Director also plays a critical role in new business evaluation, validating pricing assumptions and ensuring that operational commitments made to clients are achievable within defined service levels and margin targets. As CareTria Pharmacy continues to scale and support increasingly complex therapies and patient support programs, this role provides the analytical foundation and operational governance required to manage growth without sacrificing quality, compliance, or patient experience.

Requirements

Bachelor’s degree; advanced degree (MBA, MHA, or equivalent)
10+ years of experience in pharmacy operations, hub services, patient services, healthcare finance or healthcare business operations.
Demonstrated experience building and owning labor models and cost-to-serve analyses.
Strong background leading operating reviews and performance management forums.
Experience supporting financial analysis, financial modeling, pricing, forecasting, or commercial proposal development.
Proven ability to partner effectively with Finance, FP&A, and Commercial teams.
Advanced analytical skills with strong Excel proficiency and comfort working with dashboards and performance tools.

Nice To Haves

Experience in specialty pharmacy, hub services, PAP, or complex patient support programs preferred.
Background in hub services, specialty pharmacy, patient services, or healthcare delivery
Familiarity with Lean/Six Sigma, labor modeling, or commercial hub operations
Prior exposure to M&A integration, CRM/ERP transitions, or customer success frameworks

Responsibilities

Labor Modeling and Capacity Planning
Own labor modeling across pharmacy and patient services functions, including pharmacists, technicians, PSRs, QA, and support roles.
Translate forecasted volumes, handle times, service levels, and productivity assumptions into staffing requirements.
Maintain cost-per-unit and cost-to-serve models by program, channel, and client.
Partner with Finance and FP&A on budgeting, reforecasting, margin analysis, and long-range planning.
Identify opportunities to improve labor efficiency through automation, workflow redesign, and staffing mix optimization.
Operating Reviews and Performance Management
Lead the operating cadence for pharmacy business performance, including weekly, monthly, and quarterly reviews.
Revise and maintain business reviews reporting templates
Establish and maintain core KPIs across volume, service levels, productivity, quality, backlog, and cost.
Produce executive-ready materials highlighting trends, risks, variances, and corrective actions.
Drive accountability with operational leaders for performance gaps and improvement plans.
Ensure performance discussions are data-driven and tied to clear outcomes.
Own coordination and facilitation of the Business Reviews meetings, agenda and reporting template.
Ensure pharmacy goals metrics are tracked and reported timely.
Serve as the Pharmacy Liaison for goals reporting and follow up as needed.
Pricing Support for New Business and Program Changes
Support pricing development for new business opportunities, renewals, and scope changes.
Translate operational assumptions into labor, cost, ramp, and margin inputs for Commercial and Finance teams.
Validate volume forecasts, staffing ramps, SLA commitments, and implementation timelines.
Partner with Sales, Client Solutions, and Finance to ensure pricing is operationally executable and defensible.
Support post-launch variance analysis to assess pricing accuracy versus actual performance.
Pharmacy S&OP Coordination
Own coordination of the pharmacy S&OP process across demand, capacity, staffing, and execution.
Align intake forecasts, fulfillment volumes, patient services demand, hiring plans, and training capacity.
Partner closely with Pharmacy Operations and Patient Services leaders to synchronize plans.
Identify capacity constraints, timing risks, and mitigation strategies ahead of peak or launch periods.
Serve as a key operational voice in enterprise planning and forecasting discussions.
Own coordination and facilitation of internal financial review meetings as part of the S&OP monthly process.
People Leadership
Manage an engagement specialist designated to support labor modeling process and data.
Promote a performance-driven culture grounded in accountability, problem-solving, and continuous learning.
Mentor and develop team member to support additional responsibilities including pricing and financial support.