Partner Support Manager

Manager, Partner Support

About the Company:

Founded in 2015, PHIL is a Series D health-tech startup that is building a platform that interfaces between doctors, pharmacies, and patients to streamline the process of patients receiving their specialty pharmaceutical prescriptions.

Our mission is to ensure consistent, reliable, and affordable access to prescribed medicines for our patient community. Partnering with pharmaceutical manufacturers, PHIL offers digital patient access services to improve health outcomes for patients across the U.S. by delivering affordable and timely access to higher-cost specialty therapeutics. Headquartered in Scottsdale, AZ with operational hubs in Scottsdale and Columbus, OH, the company currently employs over 120 individuals and expects to double its employee base in the coming year.

The team at PHIL is a group of like-minded individuals from varying backgrounds, passionate about creating a new and innovative healthcare platform that is focused on the prescriber and patient experience. Ready to join our team of mission-driven, analytical, and passionate people? Keep reading!

Summary:

The Manager, Partner Support oversees daily execution and contributes to long-range performance planning for the Partner Support team, who is responsible for assisting the fulfillment activities of our partner pharmacy network, including: prescription processing, inventory ordering, financial reconciliation, etc. This leader drives effective and efficient service across voice, email, and web-based support channels, by owning the workflows and performance accountability—ensuring partner pharmacies receive timely, accurate, and high value support.

This role balances strategic program design with operational discipline, translating metrics into action plans that improve resolution speed, documentation accuracy, and partner pharmacy experience at scale.

Key Responsibilities:

Performance Leadership & Operational Accountability

• Lead daily performance execution across Partner Support workflows, ensuring delivery of high-quality service, team readiness, policy adherence, resolution and documentation accuracy, and scheduling coverage.

• Own metrics related to internal team performance (agent quality and productivity) and partner pharmacy performance (error reduction and turn-around-time optimization).

• Manage and motivate a team of individuals to meet team and company goals, including conducting 1:1s and performance reviews to address overall performance, identifying and addressing trend-level gaps, driving accountability, and assessing achievement of role expectations.

• Support team leads and guide team in coaching, coverage, escalation handling, and documentation review.

• Act as escalation owner for issues that require interdepartmental coordination, cross-system resolution, or root cause analysis.

Program Design & Systemic Improvement

• Identify and translate performance trends into targeted initiatives that improve resolution effectiveness, agent readiness, cross-functional collaboration, and systemic efficiency.

• Develop and implement operational workflows and programs that improve resolution and documentation consistency, reduce partner pharmacy escalation volume, and enhance service experience.

• Use feedback loops and internal review mechanisms to proactively evolve and develop SOPs, training programs, coaching materials, and macro documentation.

• Report on programmatic success and team trends to contribute to strategic planning and resource alignment.

Minimum Qualifications

• 3-5 years of management experience in pharmacy services, healthcare operations or high-volume contact center environments

• Proven ability to lead teams in regulated environments with complex workflows

• Experience developing operational programs and coaching structures

• Demonstrated ability to interpret data trends and translate them into scalable process improvements

• Collaborative team player with demonstrated ability to positively motivate teams and provide results-driven constructive feedback

• Experience collaborating cross-functionally to optimize customer journeys across disparate teams

• A knack for working through ambiguity to establish operational structure

• Strong verbal and written communication skills

• HIPAA-compliant workspace, reliable internet, and the ability to work within core business hours as needed (6 AM – 6 PM PST)

Ideal Qualifications

• Prior experience in high-growth start-ups

• Licensed pharmacy technician

• Proficiency with ticketing/CRM platforms (especially Zendesk)

• Familiarity with clinical support technologies

• Experience designing or optimizing performance dashboards and training systems

• Experience with workforce planning, forecasting, and scheduling

Candidate Attributes:

• Empathetic and patient-focused

• Self-motivated and able to work independently without close supervision

• Proactively identifies and contributes to process improvements

• Confident in making data-driven decisions

• Collaborative and solutions-oriented

• Able to provide & receive constructive feedback with clarity and compassion

• Comfortable navigating ambiguity and leading through change

Benefits:

• Ground floor opportunity with one of the fastest-growing startups in health-tech

• Fully remote working environment (occasional travel may be required)

• Competitive compensation (commensurate with experience)

• Medical, dental, and vision

• 401(k)

PHIL Inc. is an equal-opportunity employer.