Director of Quality Excellence

Job description

Company Overview Founded in 2015, PHIL is a Series D health-tech startup that is building a platform that interfaces between doctors, pharmacies, and patients to streamline the process of patients receiving prescriptions. This is a complex, archaic industry, and we've set out to change that. PHIL’s B2B2C platform provides an end-to-end prescription management and delivery service. Our robust platform connects patients, prescribers, pharmacies, and manufacturers, enabling easy and affordable access to medicine. Through its digital stakeholder experiences, patient access services, market access solutions, and distribution models, pharma manufacturers can deliver affordable and timely therapy access to patients, resulting in more patients staying on their treatment plans longer. Consequently, pharma manufacturers are enabled for more innovation. The team at PHIL is a group of like-minded individuals from varying backgrounds, passionate about creating a new and innovative healthcare platform that is focused on patient experience and overall human wellbeing. Ready to join our team of mission-driven, analytical, and passionate people? Keep reading! Position Overview Phil is seeking a highly experienced and proactive Director of Quality Excellence to lead our enterprise-wide quality program. This role is responsible for the strategy, execution, and scaling of continuous improvement across the entirety of Phil. Reporting to the Vice President of Operational Excellence, you will work closely with Operations, Product, Engineering, and Client Success. You will drive PHIL's quality strategy, ensuring company-wide adoption of quality standards and controls, and serve as a subject matter expert for leadership and cross-functional teams. This role owns the software quality and AI-enabled monitoring agenda and will help build Phil's long-term quality governance and operational scale. Responsibilities: - AI and Automation Strategy for Quality - Define and own the strategy to scale quality through automation, software-based quality controls, and AI-enabled monitoring, reducing reliance on manual audit headcount. - Build AI-driven monitoring that flags error signals in real time and surfaces risk patterns before they result in operational or patient-facing errors. - Partner with Engineering and Product to embed automated quality checks directly into operational systems so quality is enforced at the point of work, not inspected afterward. - Maintain a forward roadmap for emerging quality capabilities, evaluating new tools and techniques and integrating them into the operating model as they mature. - Error Prevention and Predictive Quality - Shift the quality function from detecting errors after they occur to preventing them upstream through process controls, system design, and early-signal monitoring. - Identify the conditions and process points that produce errors and drive design changes that remove the failure mode rather than catching it later. - Build predictive indicators that allow the organization to intervene before a defect becomes a realized error. - Cross-Functional Influence and Accountability - Own an escalation framework with assigned owners, target resolution dates, and defined escalation paths for every cross-functional quality issue. - Drive quality issues to resolution across operational partner teams, holding partner leaders accountable to committed timelines. - Originate and complete cross-functional quality improvement initiatives with documented, measurable outcomes such as error rate reduction or implemented process change. - Engage partner leadership the moment issues are identified rather than allowing them to persist across review cycles. - Urgency and Ownership of Execution - Maintain a live initiative tracker covering milestones, owners, status, and blockers for all active quality projects. - Deliver staffing models, reporting standardization, and automation roadmaps on committed timelines without requiring repeated direction. - Escalate blockers quickly with a written proposed path forward, and ensure no initiative stalls without timely escalation. - Operational Process Mastery - Maintain deep fluency across the core operational workflows the quality function oversees. - Lead structured deep-dives and produce data-supported root cause analyses that identify the issue, the root cause, supporting data, and a specific corrective action. - Independently diagnose error patterns and drivers in executive settings without reliance on prepared summaries. - Executive Communication and Preparation - Produce structured pre-reads and prep materials for executive and business reviews. - Deliver clear, data-driven narratives covering metrics, trends, root cause, actions taken, and open items. - Independently own leadership communication and delivery to senior operational audiences, including the executive team. - Leadership and Team - Lead and develop the quality team across audit, analysis, and quality engineering functions. - Build reporting infrastructure and quality systems that give leadership real-time visibility into error rates and drivers. - Partner with Engineering and Product to embed quality monitoring and automated controls into operational platforms. Qualifications: - Bachelor's degree or equivalent experience - 10+ years of operational quality, quality engineering, or process excellence experience - 5+ years owning and scaling a quality function, not solely operating an existing one - 5+ years managing cross-functional and team-specific initiatives in a matrixed environment - Demonstrated ability to translate quality strategy into system design, process controls, and operational execution - Strong analytical and problem-solving skills with a data-driven approach to root cause diagnosis and decision making - Direct experience shifting a quality operation from manual, after-the-fact auditing toward automated and system-embedded controls - Familiarity with AI and LLM applications for quality monitoring, anomaly detection, and predictive error prevention - Demonstrated ownership of software quality assurance for operational or customer-facing platforms, including test automation, release validation, and partnering with Engineering on defect prevention and resolution - Experience designing quality processes, documentation standards, and scalable operating models that grow coverage without linear headcount growth - Proven ability to influence stakeholders and drive accountability across teams without direct reporting authority - Self-motivated and proactive, with a demonstrated bias toward originating work rather than waiting for problems to be framed - Excellent written and verbal communication skills, with the ability to present data-driven narratives to senior leadership - Experience in a regulated, high-accuracy environment such as pharmacy, healthcare, or clinical operations preferred - Ability to travel up to 20% Benefits - Ground floor opportunity with one of the fastest-growing startups in health-tech - Fully remote working environment available in the following states: AZ, CA, CO, FL, GA, IA, ID, IL, IN, MA, MI, MO, NC, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV - Competitive compensation (commensurate with experience) - Full benefits (medical, dental, vision) - 401(k) contribution opportunity PHIL Inc. is an equal-opportunity employer.