Vice President, Operations

AffirmedRx is on a mission to improve health care outcomes by bringing clarity, integrity, and trust to pharmacy benefit management. We are committed to making pharmacy benefits easy to understand, straightforward to access and always in the best interest of employers and the lives they impact. We accomplish this by bringing total clarity to business practices, leading with clinical approaches, and utilizing state-of-the-art technology.

Join us in improving health care outcomes for all!  We promise to do what’s right, always.

Position Summary:

The Vice President of Operations is responsible for leading several high-impact operational functions that support scalability, efficiency, and quality across AffirmedRx. This role oversees the organization’s vendor strategy, procurement operations, and cost optimization efforts, ensuring all vendor relationships align with strategic objectives and compliance standards. The VP will drive performance monitoring, quality management, and process improvement initiatives—leveraging analytics and best practices to implement scalable, efficient workflows. In addition, this leader will develop and operationalize a centralized member contact center, including the implementation of enabling technologies such as telephony systems, AI-driven tools, and workforce management solutions.

What you will do:

Vendor Management:

• Lead the organization’s vendor strategy, procurement operations, and cost optimization initiatives
• Evaluate vendors to ensure they are delivering maximum value and capabilities aligned with AffirmedRx’s strategic direction
• Establish performance monitoring processes, including scorecards and periodic business reviews
• Oversee contract negotiations, renewals, and service level enforcement
• Ensure all vendor partnerships meet performance, compliance, and risk management standards
• Collaborate with internal stakeholders and executive leadership to assess vendor alignment and future-state needs

Quality Management:

• Define and implement quality standards across applicable operational functions
• Ensure vendor and internal service delivery processes comply with company policies, contractual obligations, and regulatory requirements
• Partner with compliance and audit teams to proactively identify and mitigate risk
• Monitor and analyze operational performance data to ensure consistent service quality
• Develop mechanisms to ensure continuous adherence to quality benchmarks and industry best practices

Operations Claims Processing Oversight:   

• Ensure accuracy of claims processing
• Conduct impact analysis and partner with vendor(s) for timely issue resolution
• Monitor claims performance metrics and trends to proactively identify errors or bottlenecks
• Lead cross-functional collaboration to improve claims workflows and system functionality
• Manage escalated claims issues, ensuring timely resolution and communication across internal and external stakeholders

Team Leadership: 

• Mentor and develop team members, fostering growth in efficiencies, leadership skills, and process improvement
• Building and leading high-performing operational teams aligned with company goals
• Set clear expectations, provide coaching, and support the development of team
• Promote collaboration, accountability, and operational excellence across supported functions
• Lead, coach, and mentor team; build a high functioning team by directly or indirectly hiring, mentoring, coaching, and training team members

 Process Improvement:

• Identify and lead process optimization opportunities across service center operations, quality, and vendor-related workflows
• Implement scalable, efficient solutions that reduce waste, improve turnaround time, and support enterprise growth
• Utilize data analytics, stakeholder feedback, and benchmarking to inform process redesign
• Drive a continuous improvement mindset within the team, leveraging methodologies such as Lean or Six Sigma where applicable

Performance Guarantees Management: 

• Establish, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs) for internal operations, clients, and external vendors
• Develop governance routines to ensure operational accountability and transparency
• Drive action plans and root cause analysis for any missed performance targets or at-risk metrics
• Support executive reporting and performance reviews with accurate, insightful data and commentary

Member Contact Center Oversight:

• Lead the day-to-day oversight of an outsourced member contact center
• In partnership with patient advocacy team leadership, establish escalation protocols, and standard operating procedures
• Monitor outsourced contact center performance, ensuring quality, responsiveness, and operational consistency
• Collaborate with internal stakeholders to ensure alignment between contact center capabilities and business needs
• Ensure appropriate training, documentation, and workforce planning to support high-quality service delivery

What you need:

• Bachelor’s degree in business or healthcare administration required; advanced degree preferred
• 15+ years’ leadership experience in healthcare operations with building and managing high functioning operational teams required
• Strong strategic thinking and leadership skills
• Lead a diverse team of individuals and ensure goals, services and projects are completed on time, on quality, on budget
• Strong oral, written, and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills
• Demonstrated knowledge of process development and continuous improvement skills
• Operations focused mindset with experience in solving complex operational situations, managing escalations, and serving as a point of escalation
• Experience leading remote teams and working in a remote environment
• Excellent cross-functional collaboration with all levels of leadership
• Willingness and ability to travel (20%-25%)

What you get:

• To impact industry change in the pharmacy benefits management space, while delivering the highest quality patient outcomes.
• To work in a culture where people thrive because when OUR team thrives, OUR business thrives.
• Competitive compensation, with health, dental, vision and other benefits.

 Note: 

AffirmedRx is committed to providing equal employment opportunities to all employees and applicants for employment. Remote employees are expected to maintain a professional work environment free of distractions to ensure optimal performance and collaboration.