Pharmacy Operations Optimization Manager – KitCheck

Job description

At Bluesight, our mission is to create groundbreaking solutions that increase efficiency, safety and visibility for health systems, hospital pharmacy, and pharmaceutical manufacturers. We empower our customers to deliver the right medicine to the right patient at the right time, every time. We are a high growth healthcare information technology company with a start-up 'vibe' but over 3,000 customers using our proven solutions. The Pharmacy Operations Optimization Manager is responsible for the engagement health and realized value of Bluesight's KitCheck customer portfolio. KitCheck helps hospital pharmacies process kits and trays faster and more accurately with RFID, but the product only delivers value when pharmacy teams actively scan, keep their formulary and kit masters current, stay ahead on tag and consumable ordering, and use the data to run leaner operations. This role exists to make sure that happens across every account, not just the ones that ask for help. You will own the full book of business at the cohort level: monitoring engagement and operational performance across all KitCheck customers, identifying accounts drifting toward disengagement before they become renewal risks, and directing the right resource (yourself, an Implementation or Support specialist, or a Customer Success Manager) to get them back on track. You will also build and run the reporting cadence that keeps our internal teams aligned, including a recurring executive summary and regular updates to CSMs on their accounts. The ideal candidate is a self-starter with hands-on experience in hospital pharmacy operations, ideally including kit and tray processing, medication inventory management, or pharmacy automation. A PharmD or CPhT credential is required. You can balance portfolio-level oversight with hands-on customer work, and you are comfortable being the subject matter expert in the room with a pharmacy director, an operations manager, or a buyer. ### Core Responsibilities **Portfolio & Cohort Management:** Own engagement health across the full KitCheck customer base. Maintain a portfolio view of which accounts are actively working the product, which are drifting, and which need intervention, and make sure every at-risk account has a named owner and a plan. **Engagement Metrics & Reporting:** Define and maintain the KitCheck engagement scorecard (e.g., scanning and kit processing activity, charge and restock turnaround, tag and consumable ordering trends, expired medication capture, active user trends). Publish a recurring executive flash summarizing portfolio health, and send regular account-level updates to CSMs so nothing surprises them at renewal. **Proactive Account Intervention:** For accounts missing the mark, run the play: diagnose the gap, re-engage the customer directly or deploy the right internal expert, and establish recurring touchpoints (monthly calls, best-practice reviews) until the account is back on track. **SME Capacity Orchestration:** Direct traffic for pharmacy SME capacity across Implementation, Support, and Professional Services. Proactively scope and assign timeboxed engagements (workflow reviews, kit master cleanups, operational tune-ups, re-training) against the accounts that need them most, alongside the existing CSM-initiated request channel. **CS & Sales Enablement:** Arm CSMs and Account Managers with engagement and adoption context ahead of QBRs, EBRs, and renewal conversations. Flag accounts that are healthy enough for expansion conversations, and be honest about the ones that are not. **Best Practices & Thought Leadership:** Develop and maintain the KitCheck Engagement Playbook covering cadences, intervention plays, and communication templates. Lead webinars and customer-facing content that raise the bar on pharmacy operations maturity across the customer base. **Voice of the Customer:** Represent pharmacy workflow challenges, hardware and consumable friction, and adoption gaps to Product, Engineering, and Supply Chain, particularly where they affect renewal or expansion risk. ### Qualifications **Education & Credentials** - Bachelor's degree in pharmacy or a related field, or equivalent pharmacy technician experience. - PharmD or CPhT credential required. Involvement in pharmacy practice communities (e.g., ASHP) is a plus. **Experience** - 5+ years in hospital pharmacy operations, including medication inventory management, kit and tray workflows, or pharmacy automation. - Direct experience running or improving pharmacy operational workflows such as crash cart and tray processing, expiration management, and restocking cadences. - Familiarity with RFID medication tracking, automated dispensing cabinets, and pharmacy information systems preferred. - Experience in customer engagement, account management, or implementation within healthcare or hospital systems. **Skills & Competencies** - Proven ability to build credible relationships with pharmacy directors, operations managers, and technicians while delivering measurable value. - Strong data analysis skills: comfortable defining metrics, reading engagement dashboards, and turning trends into intervention plans. - Excellent communication, presentation, and facilitation skills for both customer-facing and executive audiences. - Ability to manage a portfolio of accounts and competing priorities while maintaining high attention to detail. ### Why Join Us Hospital pharmacies are asked to do more with less every year, and manual kit and tray processing wastes pharmacist and technician hours that patients need elsewhere. In this role you will directly raise the operational effectiveness of medication kit management across a national portfolio of health systems while shaping how Bluesight scales proactive customer engagement across its product lines. You will work alongside experienced Implementation and Support teams, an established Customer Success organization, and a proven engagement playbook already delivering results in our CostCheck business.