Job Summary

Job Description
The VP, Call & Clinical Operations is a critical executive leadership role at FuzeRx, reporting directly to the Chief Operating Officer. This position leads one of two core operational verticals, directing a 24/7 unified workforce of 450+ Care Agents and Licensed Clinical Professionals (pharmacists, nurses, and social workers).

The successful candidate will build and scale the infrastructure required to support rapid organizational growth, adapt to shifting business priorities, and maintain standardized, high-quality performance. This leader balances cost, quality, and service level agreements (SLAs) while driving both inbound call resolution and revenue-generating outbound strategies. As the primary champion for operational maturity, this executive ensures compassionate, compliant patient engagement while harmonizing processes across legacy Truepill and Alto entities.
Job Description

Key Responsibilities

• Operations Strategy & Vertical Leadership: Oversee and direct the Clinical Call and Clinical Operations vertical across legacy TruePill and Alto, representing a unified workforce of +450 agents with 24/7 coverage.
• Operational Maturity & Scaling: Serve as the primary driver for operational maturity, compassionate and compliant patient engagement and the execution of high-priority clinical and business initiatives.
• Staffing & Capacity Management: Direct complex staffing and capacity strategies for over 450 care agents and licensed clinical professionals (pharmacists, nurses, and social workers) to balance cost, service, quality, and growth.
• Standardized Performance & Quality: Ensure high quality, standardized performance across a large work-from-home team, harmonizing and modernizing operational processes to standardize Rx contact center SOPs.
• Regulatory Compliance & Safety: Maintain rigorous regulatory compliance and state board and DEA standards.
• Continuous Improvement: Formalize and lead continuous improvement initiatives to improve productivity and drive operational efficiency.
• Cross-Functional Collaboration: Partner with Product, Compliance, Legal, HR, Finance, and other senior leaders to align launch timelines with execution readiness.
• People Leadership: Lead, coach, and develop a high-performing leadership team.

Qualifications & Skills

• Executive Leadership: 10+ years of progressive executive experience leading complex, large-scale clinical call centers, clinical operations, or pharmacy operations in high-growth, matrixed organizations.
• Scale & Scope Experience: Proven track record managing large, remote or hybrid multi-site teams (400+ FTEs) operating in a 24/7 high-volume environment.
• Pharmacy Background (preferred): 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 with willingness to obtain additional Non-Resident Licenses as dictated by business strategy.
• Operational Excellence: Deep success and expertise in process engineering, quality management systems, managing multi-site/high-volume pharmacy fulfillment, and operational scaling.
• Compliance & Regulatory Expertise: Experience maintaining pharmacy compliance and interacting with regulatory authorities (State Boards of Pharmacy, DEA).
• Change Management: Exceptional ability to navigate cultural alignment risks and lead through organizational transformations.
• Strategic Communication: Strong ability to define clear decision rights, influence across all levels of a matrix organization, and partner with senior stakeholders.
• Education: Advanced degree in Business, Operations, Pharmacy, or a related field.

Additional Information

Additional Physical Job Requirements

Physical requirements for this role include the ability to work at a computer terminal with monitor, keyboard and mouse for extended periods of time, periodically move away from the computer terminal for in-person meetings, stoop, bend, and reach for equipment and supplies, make frequent repetitive motions required to operate a computer that include the wrists, hands and fingers, and lift, carry, push, pull, and move objects up to 50 pounds. The role also requires the ability to effectively communicate through verbal interactions, discern auditory information, and visually perceive details to perform essential job functions.

Salary and Benefits

Salary Range: $171,000 - $257,000

Commission Eligible: No

Travel: Yes - Required up to 25% of the time

Location Requirement:

• Fuze Health (Truepill / Fuze Care Services) is limited to individuals residing in the following states: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington (WA), Wisconsin

Employment Authorization Requirement: Applicants must be authorized to work for any employer in the U.S. Alto Pharmacy, Fuze Health, LetsGetChecked, and Fuze Care Services can not take over, transfer, or sponsor any visa type at this time.

Benefits:

Full-time employee benefits include: dental, vision, and multiple group medical plans to choose from, a 401(k) retirement savings plan, group life insurance, accidental death and dismemberment (AD&D) insurance, flexible spending account (FSA) and health savings account (HSA), commuter benefits, employer-paid short-term (STD) and long-term disability (LTD) insurance, and additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program). Employees are also provided flexible vacation time, accrued paid sick time, 10 paid holidays, (2 floating holidays for full time non-exempt employees) , and eight weeks of paid parental leave for eligible employees, additional paid weeks for the birthing parent, 4 weeks paid caregiver leave, and a Lifestyle Spending Account allowance each month.

More Benefits Information Here: Fuze Health Benefits Site

The application deadline is 15 October 2026. This application deadline may be extended based on business needs.

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