[Specialty Pharmacy] Sr. Program Operations Manager

Orsini Healthcare•Elk Grove Village, IL

2d•$87,000 - $118,000•Hybrid

About The Position

The Sr. Program Operations Manager is an experienced, operationally focused individual contributor on the Program Management team, with no direct reports. The role partners closely with the EVP, Trade, and Directors who lead Program Managers and Analysts to provide the structure, resources, and analytical support needed for consistent, high-quality program performance. The position maintains and improves operational processes supporting the analyst team, including workload modeling, onboarding and training, assignment balancing, and workflow efficiency. It also shares insights and lessons learned across programs and adapts effective practices to strengthen program consistency and quality. The role supports program execution, analyst capacity and development, continuous improvement, and data-informed leadership and client decisions. The role is preferred onsite or hybrid in Elk Grove Village, Illinois, or Columbus, Ohio. Remote work is available to candidates located in Orsini-approved work states. Travel is up to 15% and may include overnight stays. The full annual compensation range is $87,000–$118,000.

Requirements

Bachelor’s degree in Business, Healthcare Administration, Operations, or a related field, and/or equivalent experience.
At least 5 years of progressive experience in account management, program management, client services, or operations.
Experience building or maintaining workload, capacity, or resource-planning models.
Experience developing and delivering onboarding or training content.
Strong analytical skills, including the ability to translate data into clear insights and recommendations.
Excellent communication and influencing skills, with the ability to partner effectively with Directors and senior leaders, including those less familiar with the subject matter.
Advanced proficiency in Microsoft Excel and reporting or visualization tools such as Power BI or Tableau.
Ability to collaborate cross-functionally, influence stakeholders, and organize and prioritize work in a fast-paced environment.

Responsibilities

Document, maintain, and apply program execution standards, including service expectations, reporting cadences, and quality benchmarks.
Partner with Account Management Directors to identify performance gaps and program opportunities and support improvement plans.
Track and report program health, analyst productivity, and deliverable-quality KPIs; investigate variances and recommend corrective actions.
Maintain and enhance the workload tracking model to show analyst capacity, assignments, and utilization across programs.
Recommend and coordinate analyst assignments and rebalancing based on program complexity, volume, priority, and contractual requirements.
Analyze workload trends and forecast staffing needs related to launches, program growth, and seasonal demand; provide analysis for leadership headcount decisions.
Identify workload conflicts and competing priorities, recommend solutions, and escalate issues to leadership as needed.
Coordinate and deliver analyst onboarding, adapting materials to support efficient and consistent time to productivity.
Develop and update training covering program requirements, systems and tools, reporting, compliance expectations, and professional skills.
Coordinate cross-training to support resource flexibility and program coverage.
Maintain current training materials, standard operating procedures, and job aids.
Assess analyst skill gaps, recommend targeted training, and provide managers with input on development needs.
Identify ways to streamline analyst workflows, reduce manual effort, and eliminate redundant work.
Partner with IT, Data/Analytics, and Operations to evaluate and implement tools, automation, and reporting enhancements.
Apply and maintain standardized templates, processes, and deliverables across programs to improve consistency and scalability.
Track and report efficiency gains and their impact on capacity and service quality.
Coordinate knowledge-sharing forums and maintain a best-practice repository across programs.
Synthesize portfolio trends, recurring issues, and successes into actionable leadership recommendations.
Support Account Management Directors with data-driven insights for client business reviews, program strategy, and renewals.
Promote continuous improvement and collaboration within the analyst team and with account teams.
Mentor and coach analysts on processes, tools, and best practices, and serve as a resource for complex or unusual questions.
Provide analyst managers with input on performance, skill development, and readiness.
Advise Account Management Directors on analyst capacity, program operations, and process issues, tailoring communication to the audience.
Perform other duties and responsibilities as required.