Operations Director
3 days ago
Cary
Job Description The Opportunity This is a senior leadership role with significant ownership and visibility. The Director of Operations reports directly to the CEO and is responsible for the end-to-end operational performance of Triangle Compounding Pharmacy — from the patient's first point of contact through prescription fulfillment, shipping, and long-term retention. You will be both a strategic architect and a hands-on problem solver, capable of designing systems and processes while rolling up your sleeves to fix what's broken and build what doesn't yet exist. If you thrive in environments where things need to be built, improved, and sometimes rescued — and you understand the unique operational demands of a regulated pharmacy environment — this role is for you. What You'll Own Patient Journey & Experience • Map, redesign, and own the end-to-end patient journey — from first awareness and inquiry through consultation, prescription intake, compounding, fulfillment, and long-term refill retention, • Identify and eliminate friction points, communication gaps, and drop-off moments throughout the patient lifecycle, • Define service standards and response time expectations at every touchpoint — phone, email, online portal, and in-person, • Build and implement patient onboarding, follow-up, refill reminder, and re-engagement protocols, • Establish patient experience metrics: satisfaction scores, refill rates, retention rates, and patient lifetime value; report regularly to leadership, • Conduct a full operational audit across all departments: intake, compounding, QC, fulfillment, shipping, customer service, and billing, • Document current-state processes; identify gaps, redundancies, bottlenecks, and compliance risks, • Build workflow systems that scale — reducing reliance on tribal knowledge and informal processes, • Own the prescription intake and workflow management process from receipt through dispensing in collaboration with pharmacy staff, • Assess and improve TCP's telephone and communications infrastructure — including phone system performance, call routing, hold times, voicemail management, and after-hours coverage, • Reduce call abandonment rates and improve first-call resolution, • Implement or optimize a ticketing or call tracking system to ensure no patient inquiry or prescriber request falls through the cracks, • Own the shipping and fulfillment function end to end — from packaging and labeling through carrier selection, transit times, and delivery confirmation, • Address current shipping issues: late shipments, carrier errors, temperature-sensitive product integrity, and patient complaints, • Evaluate and optimize carrier mix (FedEx, UPS, USPS, cold-chain specialists) for cost, reliability, and patient experience, • Implement shipment tracking notifications for patients and prescribers, • Build contingency protocols for weather events, carrier delays, and high-volume periods, • Lead, manage, and develop a team spanning customer service, fulfillment, compounding support staff, and administrative functions, • Address skill and performance gaps directly — through coaching, training, performance management, and where necessary, personnel decisions, • Build a culture of accountability, clinical precision, and patient-first service, • Partner with the CEO on organizational structure, role clarity, and staffing needs as TCP scales, • Develop and implement employee onboarding and ongoing training programs, • Establish clear performance expectations and regular feedback cadences across all operational teams, • Manage relationships with key operational vendors: API suppliers, packaging vendors, shipping carriers, reference lab services, and outsourced support functions in collaboration with Quality Assurance Unit, • Oversee/manage the incoming IT Manager to evaluate, select, and implement technology solutions across operations — including pharmacy management system (PMS) optimization, CRM, patient communication tools, e-commerce integrations, and workflow automation, • Define operational requirements for any new systems; lead change management and adoption within the operations team, • Ensure operational systems are integrated and that patient data flows cleanly across platforms What We're Looking For Required Experience • 7+ years of progressive operations leadership experience, with at least 3 years in a senior or director-level role, • Experience in a regulated healthcare, pharmaceutical, or compounding pharmacy environment strongly preferred, • Demonstrated experience building and improving patient or customer-facing operational processes, • Track record of managing and developing teams — including navigating performance issues and cultural challenges, • Hands-on experience with process design, SOP development, and operational documentation, • Experience managing shipping, fulfillment, or distribution operations, • Direct experience in a 503A compounding pharmacy environment, • Familiarity with USP 795, USP 797, NABP, or state pharmacy board compliance requirements, • Experience with pharmacy management systems (e.g., PK Software, Liberty, or similar), • Experience managing or contributing to a technology system implementation or migration, • A builder and a fixer — you are energized by complex, messy operational environments and have a track record of bringing clarity, systems, and accountability to them, • A clear, direct communicator who can lead difficult conversations with employees, vendors, and partners, • Deeply patient-focused — you understand that behind every compounded prescription is a real person who depends on us getting it right, • Comfortable with ambiguity and able to prioritize effectively when everything feels urgent, • Highly organized, with strong attention to detail and a natural bias toward documentation and process We specialize in custom sterile and non-sterile compounding for patients whose needs simply aren't met by commercially available medications. Our work spans hormone therapy, pain management, weight loss, veterinary care, pediatric formulations, and more — each prescription made specifically for the individual patient, not the average. With ISO-certified clean rooms, rigorous quality standards, and a pharmacist-led team that has earned the trust of providers and patients across multiple states, Triangle Compounding is where precision and personalized care come together. If you're looking to bring your skills somewhere that genuinely raises the bar — and where the work you do matters — you've found the right place.About Triangle Compounding Pharmacy\nTriangle Compounding Pharmacy (TCP) is an independently owned, 503A-licensed compounding pharmacy serving patients and prescribers across North Carolina and beyond. Triangle Compounding Pharmacy was the first PCAB-accredited pharmacy in North Carolina and the first 503B FDA-registered outsourcing facility. We specialize in personalized, non-sterile compounded medications — including bioidentical hormone replacement therapy, pain management, dermatology, men's health, pediatric formulations, and an expanding longevity product portfolio that includes NAD+ therapy, oral peptide protocols, and custom ED formulations.\nWe are in an exciting period of strategic growth. The board has approved an ambitious expansion into the longevity pharmacy space, including new product categories, a new BD function, a clinic partnership program, and new oral solid dosage capabilities. As we scale, we need an experienced operational leader who can build the infrastructure, systems, and culture to support that growth — while solving the real operational challenges we face today.\n\nWe specialize in custom sterile and non-sterile compounding for patients whose needs simply aren't met by commercially available medications. Our work spans hormone therapy, pain management, weight loss, veterinary care, pediatric formulations, and more — each prescription made specifically for the individual patient, not the average.\n\nWith ISO-certified clean rooms, rigorous quality standards, and a pharmacist-led team that has earned the trust of providers and patients across multiple states, Triangle Compounding is where precision and personalized care come together. If you're looking to bring your skills somewhere that genuinely raises the bar — and where the work you do matters — you've found the right place.