Job Description

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 culture.
• Represent Birdi at industry conferences, advisory boards, client meetings, and professional organizations.

What You'll Bring

Required Qualifications

Education

• PharmD or Registered Pharmacist (RPh).

Experience

• 10+ years of progressive pharmacy operations leadership experience.
• 2+ years leading multi-functional or multi-site operations at the Director level or above.
• Demonstrated responsibility for operational budgets and cost-to-serve management.
• Extensive experience across pharmacy operations, including:
  • Intake and patient services
  • Claims adjudication
  • Pharmacy fulfillment
  • Regulatory compliance
  • Multi-state pharmacy operations
• Proven success leading leaders and scaling organizations through periods of growth.
• Strong executive presence and experience leading client-facing and executive-level business reviews.

Knowledge, Skills & Abilities

• Deep understanding of pharmacy operations and workflow optimization.
• Strong financial acumen and operational analytics capabilities.
• Experience leading complex operational transformations.
• Knowledge of accreditation standards and regulatory requirements.
• Ability to influence and partner effectively across executive leadership teams.
• Excellent communication and relationship-building skills.
• Strong project and change management capabilities.

Preferred Qualifications

• Active pharmacist license with multi-state eligibility.
• Mail-order pharmacy leadership experience.
• Specialty pharmacy leadership experience.
• Experience supporting REMS programs, specialty hubs, and high-touch clinical services.
• Direct ownership of URAC, ACHC, or NABP accreditation activities.
• Lean, Six Sigma, or comparable operational excellence certification.
• Experience implementing automation, workflow technology, or new pharmacy sites.
• Experience supporting high-volume dispensing environments.

Leadership Competencies

• Strategic Leadership
• Operational Excellence
• Financial Acumen
• Regulatory & Accreditation Expertise
• Change Management
• Team Development
• Quality & Patient Safety Focus
• Cross-Functional Collaboration
• Executive Presence
• Continuous Improvement Mindset

Work Environment

• On-site leadership presence required across pharmacy operational functions.
• Travel between operational sites as business needs require.
• Ability to support operations across multiple shifts and peak periods.
• Standard office and pharmacy environment, including exposure to dispensing operations and automation systems.

Why This Role Matters

As Senior Director, Pharmacy Operations, you will be responsible for ensuring Birdi delivers a seamless, compliant, efficient, and scalable pharmacy experience. Your leadership will directly impact patient satisfaction, operational performance, quality outcomes, regulatory excellence, and the organization's ability to support continued growth.

This role serves as the operational backbone of Birdi's pharmacy business and will play a critical role in shaping the future of our pharmacy operations strategy.

Equal Employment Opportunity Statement

Birdi is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. We make employment decisions without regard to race, color, religion, creed, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, marital status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

Birdi is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the recruitment process and employment relationship. If you require an accommodation, please notify a member of our Talent Acquisition team.