[Hiring] Senior Manager, Contact Center and Clinical Operations @Fuze Health

Role Description

The Senior Manager, Care Operations is a critical leadership role at Fuze Rx, responsible for the compliant, efficient, safe, and scalable operations of Fuze Rx's pharmacy Care organization across multiple domains, including Processing, Call Center, Specialty, and other functional areas. This role oversees a team of Supervisors and Project Coordinators, providing strategic direction, operational rigor, and people leadership across the full breadth of domains under their remit. The Senior Manager owns the end-to-end performance of Care Operations, including patient experience, employee engagement, industry compliance, and business metrics, across every domain in their portfolio.

You will use deep expertise in pharmacy regulation, operational leadership, and data-driven decision-making to set strategy, allocate resources, and drive continuous improvement across a multi-domain operation. You will partner cross-functionally with Product, Compliance, HR, and senior leadership to shape the future of Alto's Care organization, and you will develop the next generation of operations leaders by coaching and growing your Supervisors and Project Coordinators.

Key Responsibilities

• Own the strategic and operational performance of Care Operations across multiple domains (e.g., Processing, Call Center, Specialty, Enterprise Partnerships, etc.), translating business plans and goals into tactical action.
• Lead, coach, and develop a team of Supervisors and Project Coordinators, fostering open dialogue, collaboration, and motivation toward business objectives.
• Design and drive the operational roadmap for partnerships, product launches, and cross-domain initiatives.
• Hold ultimate accountability for regulatory and accreditation compliance across your portfolio.
• Own escalation pathways for the most complex or highest-risk operational issues.
• Own staffing strategy, budget, and capacity planning across domains.

Qualifications

• Graduate of an accredited school of pharmacy and a Licensed Pharmacist (RPh) in good standing with the State Board of Pharmacy in at least one state of operation.
• 3+ years of progressive pharmacy operations leadership experience.
• Proven track record leading a large or complex mail order/clinical pharmacy operation.
• Expertise maintaining pharmacy compliance and interacting with regulatory authorities.
• Experience making data-based decisions using analytical tools such as Excel, Tableau, or Looker.

Preferred Qualifications

• Experience managing or developing Supervisors, Project Coordinators, or other frontline leaders.
• Track record designing and scaling operational programs across multiple functional domains.
• Formal training or applied experience with lean, Kaizen, or similar continuous improvement methodologies.
• Experience partnering with Product, Engineering, or Compliance teams to launch new programs or workflows.
• Experience owning staffing/capacity planning and budget accountability for an operation of significant size.

Benefits

• Fuze Health Benefits Site

Additional Information

• Physical requirements for this role include the ability to work at a computer terminal for extended periods of time.
• Consistent with the Americans with Disabilities Act (ADA), Fuze Health’s policy is to provide reasonable accommodation to enable qualified individuals with disabilities.
• Salary Range: $144,250 - $180,300
• Travel: Yes - Required up to 5% of the time
• Location Requirement: Limited to individuals residing in specific states.
• Employment Authorization Requirement: Applicants must be authorized to work for any employer in the U.S.

Equal Opportunity Employer

Fuze Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis.