Operations Manager - Pharmacy

The American Association of Dispensing Practitioners is currently interviewing candidates for the position of Operations Manager for our corporate office located in Boca Raton, FL.

This person will be responsible for developing the vision and setting the strategy for growth and development of the Implementation Team. Specifically, you will be responsible for planning and managing the day-to-day internal operations of the Implementation staff to ensure internal and external customer service standards are consistently achieved and to ensure efficiency of all processes. You will be the essential point of contact between the customer, sales, pharmacy and implementation team during the implementation process. You will provide training, support and communication that will enhance service to our customers and increase sales in our markets.
• Develop a strong understanding of the overall competitive nature of the business
• Provide leadership and strategic direction for the Pharmacy Technicians and Project & Implementation. Establish business strategies and course of direction needed to achieve them

• Manage and implement processes to ensure services provided by the Implementation staff are consistent with contractual obligations

• Develop work flow plans for providing efficient and effective service through product delivery (“implementation”) to customers, teams, and individual sales reps; analyze system reports and assess system potential; develop and implement more efficient procedures and work patterns as necessary.

• Manage and implement processes to ensure that the work of Implementation staff are properly accounted for through Work Orders initiated by Contracts Administration and Accounting.

• Develop, maintain and implement metrics for monitoring and reporting on staff utilization by customer and service type.

• Establish and manage customer resolution procedures relating to AADP products and services during normal Implementation cycles

• Generate weekly and month end special reports on the status of implementations, staff utilization, and resource capacity; make recommendations to improve work process and service levels.

• Manage the staff and resources needed to meet and exceed departmental goals. Manage the staffing for the team and recruit when necessary. Coach and develop the staff to meet and exceed company, departmental, team and individual goals. Develop consistent individual and team goals that ensure support staff meets or exceeds its business goals.

• Develop, maintain and implement operating metrics and controls in order to build technical support staff’s effectiveness and appropriateness within the scope of contractual service obligation as well as consultative value.

• Implement measures and practices to identify root cause problems/issues. Resolve the problems/issues quickly and put work practices in place to prevent problems from arising in the future. Prevent/uncover, address and resolve issues problems/barriers the implementation staff may encounter that hinder them from effectively doing their jobs.

• Develop and maintain relationships across company lines to ensure the needs of the customer and staff are being met.

• Manage the processes for the smooth transition of customers from Implementation to the “go-Live” set up.

• Track and maintain a list of all open requests and resolve appropriate issues
REQUIREMENTS
Minimum of 3 years operations management, implementation support, customer service/sales support experience required. Previous experience in various office operations - customer service, sales promotion, request processing required. Must possess general supervisory skills with prior supervisory experience.

• Strong Organizational, multi-tasking and delegation skills required along with strong coaching, counseling and leaderships skills to mentor and motivate team members.

• Demonstrated proficiency required in MS Office Suite (Word, Excel, Power Point, Access), tracking systems and databases.