Manager, customer care product operations

At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable.

Our Vision:

Powering better health through pharmacy care driven by tech, trust and heart

Our Mission:

To deliver pharmacy care where access is effortless, care is affordable and patients come first.

Summary

The Manager, Customer Care: Product Operations is responsible for the strategic leadership, operational performance, and continuous improvement of External Well Assist (EWA), WellAssist Plus, PA Concierge, and Member Routing programs. This leader serves as the operational owner for critical member-facing product solutions, ensuring exceptional service delivery, operational efficiency, regulatory compliance, client satisfaction, and alignment with organizational objectives. The position combines people leadership, product operations expertise, analytics, process optimization, and cross-functional collaboration to deliver best-in-class customer care experiences.

Essential Duties and Responsibilities

• Provide strategic leadership, operational oversight, and accountability for EWA, WellAssist Plus, PA Concierge, and Member Routing programs.
• Lead daily operational execution while establishing long-term strategies that support organizational growth, scalability, service excellence, and client satisfaction.
• Directly supervise, coach, develop, and evaluate a Product Operations Analyst and Supervisor, Specialty Support, including performance management and career development.
• Establish team goals, productivity standards, quality metrics, and development plans aligned with departmental objectives.
• Hire, onboard, train, mentor, and retain high-performing team members while fostering a culture of accountability and continuous improvement.
• Oversee client onboarding, product implementation, configuration validation, testing, maintenance activities, and operational readiness efforts.
• Provide governance and oversight of product configuration, member maintenance processes, routing logic, reporting structures, and operational workflows.
• Assess operational impacts of client requests, product modifications, and regulatory changes while partnering with cross-functional stakeholders.
• Partner with Customer Care, Specialty Operations, Clinical Services, Client Services, and Technology teams to support business objectives and member experiences.
• Manage escalated member, provider, client, and operational issues through effective problem-solving and stakeholder coordination.
• Develop, monitor, and communicate key performance indicators, dashboards, operational scorecards, productivity metrics, quality measures, and service levels.
• Analyze performance trends, conduct root cause analyses, and implement corrective action plans to improve operational effectiveness.
• Utilize data-driven decision making to optimize workflows, resource allocation, customer experiences, and program performance.
• Support client reviews, audits, RFP responses, strategic initiatives, and organizational projects.
• Develop and maintain policies, procedures, training materials, and operational documentation.
• Identify and implement process improvements, automation opportunities, and best practices that enhance efficiency and customer satisfaction.
• Serve as a subject matter expert for assigned programs and represent Product Operations in leadership discussions and client interactions.
• Performs additional duties as assigned.

Education and Experience

• Bachelor’s degree or 5 years’ pharmacy claims experience desired.
• Minimum of 3-5 years of leadership experience leading supervisors and teams in a service and production-oriented environment.
• Strong analytical skills.
• Experience collaborating with cross-functional partners such as Implementation, Client Services, Product.

Knowledge, Skills and Abilities

• Strong leadership, coaching, and employee development skills.
• Knowledge of PBM operations and customer care environments.
• Excellent communication and relationship-building skills.
• Strong analytical, project management, and problem-solving abilities.
• Ability to influence cross-functional stakeholders and drive change.
• Advanced proficiency with SQL, Microsoft Office and reporting tools.

Work Environment / Physical Demands

This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. Some travel may be required.

EOE M/F/D/V – WellDyne and HealthDyne are equal opportunity employer and prohibits discrimination of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected status under federal, state, or local law.