Operations Director

The Opportunity

This is a senior leadership role with significant ownership and visibility. The Director of Operations reports directly to the CEO and is responsible for the end-to-end operational performance of Triangle Compounding Pharmacy — from the patient's first point of contact through prescription fulfillment, shipping, and long-term retention. You will be both a strategic architect and a hands-on problem solver, capable of designing systems and processes while rolling up your sleeves to fix what's broken and build what doesn't yet exist.

If you thrive in environments where things need to be built, improved, and sometimes rescued — and you understand the unique operational demands of a regulated pharmacy environment — this role is for you.

What You'll Own

Patient Journey & Experience

• Map, redesign, and own the end-to-end patient journey — from first awareness and inquiry through consultation, prescription intake, compounding, fulfillment, and long-term refill retention
• Identify and eliminate friction points, communication gaps, and drop-off moments throughout the patient lifecycle
• Define service standards and response time expectations at every touchpoint — phone, email, online portal, and in-person
• Build and implement patient onboarding, follow-up, refill reminder, and re-engagement protocols
• Establish patient experience metrics: satisfaction scores, refill rates, retention rates, and patient lifetime value; report regularly to leadership
• Partner with the marketing team to ensure the operational experience reflects the brand promise

Operational Systems & Process Design

• Conduct a full operational audit across all departments: intake, compounding, QC, fulfillment, shipping, customer service, and billing
• Document current-state processes; identify gaps, redundancies, bottlenecks, and compliance risks
• Build workflow systems that scale — reducing reliance on tribal knowledge and informal processes
• Own the prescription intake and workflow management process from receipt through dispensing in collaboration with pharmacy staff
• Establish and enforce turnaround time standards for all order types

Telecommunications & Communications Infrastructure

• Assess and improve TCP's telephone and communications infrastructure — including phone system performance, call routing, hold times, voicemail management, and after-hours coverage
• Reduce call abandonment rates and improve first-call resolution
• Implement or optimize a ticketing or call tracking system to ensure no patient inquiry or prescriber request falls through the cracks
• Coordinate with the IT manager on telecommunications platform selection and integration

Shipping & Fulfillment

• Own the shipping and fulfillment function end to end — from packaging and labeling through carrier selection, transit times, and delivery confirmation
• Address current shipping issues: late shipments, carrier errors, temperature-sensitive product integrity, and patient complaints
• Evaluate and optimize carrier mix (FedEx, UPS, USPS, cold-chain specialists) for cost, reliability, and patient experience
• Implement shipment tracking notifications for patients and prescribers
• Build contingency protocols for weather events, carrier delays, and high-volume periods
• Ensure all shipping practices comply with state-by-state regulatory requirements for compounded medication distribution

People Leadership & Culture

• Lead, manage, and develop a team spanning customer service, fulfillment, compounding support staff, and administrative functions
• Address skill and performance gaps directly — through coaching, training, performance management, and where necessary, personnel decisions
• Build a culture of accountability, clinical precision, and patient-first service
• Partner with the CEO on organizational structure, role clarity, and staffing needs as TCP scales
• Develop and implement employee onboarding and ongoing training programs
• Establish clear performance expectations and regular feedback cadences across all operational teams
• Foster a culture where staff understand TCP's mission and longevity pharmacy vision — not just their individual tasks

Vendor & Third-Party Management

• Manage relationships with key operational vendors: API suppliers, packaging vendors, shipping carriers, reference lab services, and outsourced support functions in collaboration with Quality Assurance Unit
• Evaluate vendor performance and negotiate contracts focused on quality, reliability, and cost

Technology & Systems

• Oversee/manage the incoming IT Manager to evaluate, select, and implement technology solutions across operations — including pharmacy management system (PMS) optimization, CRM, patient communication tools, e-commerce integrations, and workflow automation
• Define operational requirements for any new systems; lead change management and adoption within the operations team
• Ensure operational systems are integrated and that patient data flows cleanly across platforms

What We're Looking For

Required Experience

• 7 years of progressive operations leadership experience, with at least 3 years in a senior or director-level role
• Experience in a regulated healthcare, pharmaceutical, or compounding pharmacy environment strongly preferred
• Demonstrated experience building and improving patient or customer-facing operational processes
• Track record of managing and developing teams — including navigating performance issues and cultural challenges
• Hands-on experience with process design, SOP development, and operational documentation
• Experience managing shipping, fulfillment, or distribution operations
• Comfortable working in a small-to-mid-size business environment where you build things, not just manage them

Preferred Experience

• Direct experience in a 503A compounding pharmacy environment
• Familiarity with USP 795, USP 797, NABP, or state pharmacy board compliance requirements
• Experience with pharmacy management systems (e.g., PK Software, Liberty, or similar)
• Experience managing or contributing to a technology system implementation or migration
• Background in process improvement methodologies (Lean, Six Sigma, or equivalent)

Who You Are

• A builder and a fixer — you are energized by complex, messy operational environments and have a track record of bringing clarity, systems, and accountability to them
• A clear, direct communicator who can lead difficult conversations with employees, vendors, and partners
• Deeply patient-focused — you understand that behind every compounded prescription is a real person who depends on us getting it right
• Comfortable with ambiguity and able to prioritize effectively when everything feels urgent
• Highly organized, with strong attention to detail and a natural bias toward documentation and process
• A culture carrier — you build trust, hold people accountable with empathy, and model the standards you set