Director, Business Operations

Overview

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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.

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 groun