Sr. Director, Pharmacy Operations & Clinical Programs

Why Birdi?

At Birdi, we're redefining the pharmacy experience through innovation, operational excellence, and patient-centered care. As we continue to grow, we're investing in leaders who can help scale our operations, improve patient outcomes, and create best-in-class pharmacy experiences for our patients, providers, and partners.

Joining Birdi means becoming part of a collaborative, mission-driven team focused on delivering high-quality pharmacy care while leveraging technology, operational innovation, and continuous improvement to drive long-term success.

About the Role

The Senior Director, Pharmacy Operations is the executive leader responsible for owning Birdi's end-to-end pharmacy operation, from prescription intake and claims processing through dispensing, packaging, and shipment.

Reporting to the Vice President of Operations, this leader oversees the entire pharmacy value stream, ensuring seamless integration between front-end operations and fulfillment while driving service excellence, operational efficiency, regulatory compliance, and financial performance.

The Senior Director leads through a team of operational leaders and supporting functions, establishes operational strategy, owns cost-to-serve and capacity planning, and serves as the primary operational representative during executive reviews, client meetings, accreditation surveys, and audits.

This role is responsible not only for individual functional performance but also for the critical handoffs and workflows that determine overall patient, provider, and client experience.

What You'll Do

Enterprise Pharmacy Operations Leadership

• Own end-to-end pharmacy operational performance across intake, processing, benefits investigation, prior authorization support, claims adjudication, dispensing, packaging, and shipping.
• Establish and manage an enterprise operations scorecard focused on:
  • Order-to-ship cycle time
  • Accuracy and quality metrics
  • Clean claim and first-pass rates
  • Cost per prescription
  • Patient and client satisfaction
• Eliminate workflow inefficiencies, rework, and operational gaps across organizational boundaries.
• Lead operational planning to support growth, seasonality, specialty pharmacy expansion, GLP-1 demand, and new client implementations.

Strategy, Capacity & Operational Excellence

• Develop and execute Birdi's multi-year pharmacy operations strategy.
• Lead enterprise capacity planning across front-end processing and fulfillment functions.
• Sponsor major operational transformation initiatives and technology implementations.
• Partner with Information Technology teams to enhance proprietary pharmacy systems and workflow tools.
• Champion Lean, Six Sigma, and continuous improvement methodologies throughout the organization.

Financial Management & Business Performance

• Own the pharmacy operations budget.
• Manage labor, packaging, shipping, supply, and technology expenses.
• Develop and maintain cost-to-serve models and operational unit economics.
• Build business cases for automation, operational expansion, and technology investments.
• Partner with Client Services, Business Development, and Executive Leadership to support revenue growth and EBITDA performance.
• Ensure operational readiness to support payer, manufacturer, and client commitments.

Quality, Compliance & Accreditation

• Maintain compliance with:
  • USP standards
  • DSCSA requirements
  • DEA regulations
  • HIPAA requirements
  • NCPDP standards
  • NCQA standards
  • Multi-state Board of Pharmacy regulations
• Lead operational readiness and oversight for:
  • URAC accreditation
  • ACHC accreditation
  • NABP requirements
• Develop and maintain the Quality Management Program (QMP).
• Lead root cause analysis, corrective action programs, and quality improvement initiatives.
• Partner with Compliance, Legal, Quality, Clinical Programs, and the Pharmacist-in-Charge to mitigate risk and implement regulatory changes.
• Oversee operational execution of clinical programs, utilization management initiatives, formulary administration, REMS requirements, and pharmacy practice standards.

Leadership & Organizational Development

• Lead and develop a high-performing operations leadership team.
• Build scalable organizational structures, workflows, and operating cadences.
• Create succession plans and leadership development programs.
• Partner with Human Resources on workforce planning, talent development, and organizational effectiveness.
• Foster an accountable, inclusive, and high-performance