About the role

ABOUT OPENLOOP OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states. About the Role  OpenLoop's mission is to bring care anywhere by powering telehealth solutions at scale. The Pharmacy Operations & Supply Chain team owns the journey from the moment a provider writes a prescription to the moment medication reaches the patient's door — across a network of 20+ fulfillment partners. The function has scaled faster than its operating model. The configuration that routes every order and the processes that get medication out the door were built to survive rapid growth, not to scale — much of it manual, undocumented, and concentrated in a few people. Volume has roughly tripled, and we are building the function out, including splitting leadership into two directors. As Director, Supply Chain Operations, you own the execution engine of the function — everything that turns a plan into medication delivered. That spans two areas: Systems & Formulary (the configuration that determines how every order flows) and Network & Fulfillment Operations (the partner-pharmacy network and end-to-end order fulfillment). You report to the VP, Pharmacy Operations & Supply Chain and partner with a peer Director who owns Demand & Supply Planning. This is a build role — harden the processes, close the documentation gap, and partner with Product daily to replace manual workarounds with real infrastructure. What You'll Do - Own Systems & Formulary. The configuration that determines how every medication order flows — products, dose, titration, cadence, state, and pharmacy partner — including SKU/formulary builds, state-by-state routing, and integration health across the ordering platform and partner systems. Treat configuration accuracy as patient-facing and build validation into how changes ship. - Own Network & Fulfillment Operations. The partner-pharmacy network (relationships, capacity, pricing, sourcing and onboarding, and 50-state coverage) and end-to-end order fulfillment (exception resolution, carrier and cold-chain issues, and returns). - Own service levels and routing outcomes. Drive turnaround SLAs across the fulfillment network, balancing service, quality, and cost, and redesign exception handling so volume stops producing manual backlog. - Partner deeply with Product and Engineering — daily. Translate operational problems into requirements and drive scalable tooling (order triage and status visibility, network management, formulary configuration) rather than escalating for it. This is core to the role, not occasional collaboration. - Harden and rebuild pharmacy operational processes. Take the order-flow and partner-side processes built to survive growth and rebuild them to scale — including workflows that span Patient Support and credentialing — without interrupting a business whose volume keeps climbing. - Close the documentation gap. Build the reference infrastructure the organization currently gets from Slack — SKU composition, temperature and handling requirements, process documentation — so partner teams self-serve and only exceptions escalate. - Own operational readiness for new products and formulations. Partner with clinical counterparts on what comes to market, then drive testing, state coverage, SKU build-out, and launch — including for service launches and regulatory changes. - Partner with Quality & Compliance on audit and inspection readiness so configuration, routing, and fulfillment processes hold up under cGMP and state-board scrutiny. - Lead and develop a multidisciplinary team across Systems & Formulary (a Lead plus analyst) and Network & Fulfillment Operations (a Network Partnerships Manager and a Fulfillmen