Director, Supply Chain Operations

Job description

## **About OpenLoop** OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states. **About the Role** OpenLoop's mission is to **bring care anywhere** by powering telehealth solutions at scale. The Pharmacy Operations & Supply Chain team owns the journey from the moment a provider writes a prescription to the moment medication reaches the patient's door — across a network of 20+ fulfillment partners. The function has scaled faster than its operating model. The configuration that routes every order and the processes that get medication out the door were built to survive rapid growth, not to scale — much of it manual, undocumented, and concentrated in a few people. Volume has roughly tripled, and we are building the function out, including splitting leadership into two directors. As **Director, Supply Chain Operations**, you own the execution engine of the function — everything that turns a plan into medication delivered. That spans two areas: Systems & Formulary (the configuration that determines how every order flows) and Network & Fulfillment Operations (the partner-pharmacy network and end-to-end order fulfillment). You report to the VP, Pharmacy Operations & Supply Chain and partner with a peer Director who owns Demand & Supply Planning. This is a build role — harden the processes, close the documentation gap, and partner with Product daily to replace manual workarounds with real infrastructure. **What You'll Do** - **Own Systems & Formulary.** The configuration that determines how every medication order flows — products, dose, titration, cadence, state, and pharmacy partner — including SKU/formulary builds, state-by-state routing, and integration health across the ordering platform and partner systems. Treat configuration accuracy as patient-facing and build validation into how changes ship. - **Own Network & Fulfillment Operations.** The partner-pharmacy network (relationships, capacity, pricing, sourcing and onboarding, and 50-state coverage) and end-to-end order fulfillment (exception resolution, carrier and cold-chain issues, and returns). - **Own service levels and routing outcomes.** Drive turnaround SLAs across the fulfillment network, balancing service, quality, and cost, and redesign exception handling so volume stops producing manual backlog. - **Partner deeply with Product and Engineering — daily.** Translate operational problems into requirements and drive scalable tooling (order triage and status visibility, network management, formulary configuration) rather than escalating for it. This is core to the role, not occasional collaboration. - **Harden and rebuild pharmacy operational processes.** Take the order-flow and partner-side processes built to survive growth and rebuild them to scale — including workflows that span Patient Support and credentialing — without interrupting a business whose volume keeps climbing. - **Close the documentation gap.** Build the reference infrastructure the organization currently gets from Slack — SKU composition, temperature and handling requirements, process documentation — so partner teams self-serve and only exceptions escalate. - **Own operational readiness for new products and formulations.** Partner with clinical counterparts on what comes to market, then drive testing, state coverage, SKU build-out, and launch — including for service launches and regulatory changes. - **Partner with Quality & Compliance on audit and inspection readiness** so configuration, routing, and fulfillment processes hold up under cGMP and state-board scrutiny. - **Lead and develop a multidisciplinary team** across Systems & Formulary (a Lead plus analyst) and Network & Fulfillment Operations (a Network Partnerships Manager and a Fulfillment Order Issue Manager), with a senior IC for new product rollout to be added. Hire, manage performance directly, define clear ownership across lanes, and reduce key-person risk on the most critical, least-redundant work. - **Champion automation and technology** that streamline workflows and improve data capture across the function. - Other duties as assigned. **Who You Are** You're an operator and a builder who lives in the weeds with Product, rebuilds process while the business keeps running, and turns manual heroics into instrumented systems. You lead both analytical and vendor-facing teams credibly and run performance without needing oversight. You're comfortable owning the messy middle — configuration, partners, and fulfillment — where a plan either becomes a delivered medication or breaks. **Required Qualifications:** - Bachelor's degree or equivalent experience. - 8+ years in operations, fulfillment, systems, or pharmacy operations, including 4+ years leading teams — managing managers or leads, not only individual contributors. - Proven people leadership across disciplines: has led both analytical/systems and operational or vendor-facing teams, hired and built out a team, and managed performance directly. - Demonstrated success scaling a high-volume operations or fulfillment function through a period of rapid growth. - Demonstrated partnership with Product or Engineering on operational tooling — able to specify requirements, sit in prioritization, make scope tradeoffs, and validate what ships, not just submit tickets. - Track record standing up process, documentation, and repeatable systems where little existed — with the judgment to know what to fix first. - Experience owning a configuration, routing, or order-flow layer where errors carried real customer or patient consequence. - Comfortable operating across systems you don't control (order-routing / API / integration environments). - Vendor and network management experience — holding partners to service levels without damaging long-standing relationships. - Excellent cross-functional leadership and communication; effective across technical, operational, clinical, and finance audiences. - Comfortable in a fast-moving, flat-structure environment with a high volume of concurrent priorities. **Preferred Qualifications:** - 503A compounding pharmacy experience, or pharmacy / healthcare / regulated-industry background (503B, PBM, mail-order Rx, cGMP). - Familiarity with pharmacy management systems and order-routing or API integration environments. - Cold-chain or temperature-controlled fulfillment experience. - Continuous-improvement or Lean background (Six Sigma or similar); experience preparing regulated operations for audit or inspection readiness. ## ## **Our Benefits** In addition, for salaried positions you would also be eligible for: - Medical, Dental, and Vision plans - Flexible Spending/Health Savings Accounts - Flexible PTO - 401(k) + Company Match - Life Insurance, Pet insurance, and more ## **Our Company** We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work. Sound like a good fit? We’d love to meet you.