Director of Quality Management - Pharmacy (SOP Governance, Quality Audit Assurance)

Company Overview

Senderra RX Pharmacy is a dedicated specialty pharmacy committed to delivering personalized, technology-driven healthcare solutions. We prioritize improving patient outcomes by leveraging innovative data and technology platforms, ensuring exceptional service to patients, prescribers, pharmaceutical companies, and payors.

Position Overview:

The Director of Quality Management leads the organization's overall quality strategy, with primary ownership of quality assurance while also overseeing broader operational functions that support consistent, compliant, and high-performing service delivery.

Positions reporting to this position: Quality Assurance Teams (Quality Audit Team Captains/Leads and Specialists), Operations Specialist(s), Key Accounts Team(s), SWAT (Urgents) Manager

Responsibilities:

• Owns fee-for-service (FFS) quality management, ensuring programs such as free goods are administered accurately, compliantly, and consistently.
• Establishes audit checkpoints and controls to monitor FFS program adherence.
• Partners with program owners to resolve quality gaps and reduce risk.
• Ensures training documentation stays current and reflects how operation teams work relative to SOPs.
• Audits training materials against live SOPs to identify and close gaps.
• Establishes a recurring review cadence for training content and recertification.
• Owns the SOP lifecycle, partnering with department managers to update SOPs as new opportunities, process changes, or regulatory requirements arise.
• Maintains a master SOP repository with version control and a formal approval workflow.
• Facilitates cross-departmental SOP reviews to ensure consistency.
• Builds and maintains an enterprise-wide quality management framework across all operational departments.
• Develops quality KPIs, scorecards, and dashboards; reports performance to senior leadership.
• Leads root cause analysis and corrective/preventive action processes for recurring or high-impact quality issues.
• Manages the Key Accounts team member(s) who work directly with key offices to ensure quick, reliable turnarounds.
• Sets and monitors turnaround-time standards and service expectations for key office relationships.
• Serves as an escalation point when a key office relationship needs director-level attention.
• Provides guidance and direction to the Operations Specialist(s), who operate independently day-to-day, to help them identify where current needs sit so they can plug in quickly on urgent cases.
• Maintains visibility in workload and capacity trends to inform where Operations Specialist attention is most needed.
• Offers coaching and judgment calls when Operations Specialist(s) need direction on prioritization between planned work and emerging urgent needs.
• Owns the SWAT (Urgents) function's strategy and results, managing the SWAT Manager who runs day-to-day team execution.
• Partners with the SWAT Manager to define and refine the process for triaging, assigning, and resolving urgent/escalated cases.
• Identifies the root causes and upstream gaps that allow cases to become urgent in the first place and drives fixes to those gaps, so recurrence decreases over time.
• Reviews urgent-case volume and root-cause trends with the SWAT Manager, reporting findings and resolution plans to leadership.
• Directs, coaches, and develops the leaders of the Quality Assurance teams, Key Accounts team, and SWAT Manager, and provides guidance to the Operations Specialist(s), setting goals and performance standards.
• Ensures quality practices align with applicable regulatory and accreditation requirements.
• Partners cross-functionally with Pharma Business Development, Operations, IT, and Sales to embed quality controls into new initiatives, programs, and technology.
• Identifies trends across audits, complaints, and quality data to drive continuous improvement initiatives.
• Presents quality performance, risks, and improvement plans to executive leadership on a regular basis.
• Performs all tasks in a manner consistent with corporate policies as well as state and federal laws.
• Knowledgeable regarding Senderra's community values and demonstrates them daily.
• Other duties as assigned.

Working Conditions:

• Fast-paced environment.
• Requires normal vision (corrected) both close and distant.
• Requires normal hearing levels (corrected).
• Requires working at a desk to use a phone and computer for extended periods of time. Requires sitting, bending.
• Works effectively with frequent interruptions.
• Lifting requirements of 15 lbs. occasionally.
• Minimal travel <5%.

Organizational Relationships: Reports to the VP of Operations.