VP, Business Platforms & Processes

The Vice President of Business Platforms & Processes is responsible for designing, optimizing, and scaling operational capabilities and core business processes that enable the company to deliver consistent, high-quality outcomes. This leader will establish and lead a new enterprise capability responsible for optimizing all operational capabilities, client quality assurance & operational processes at RxBenefits. This leader will serve as the business-side counterpart to Technology leadership — accountable for defining _what_ to build and _why_ , while ensuring platform investments drive measurable operational efficiency, customer satisfaction, and scalable growth. This role addresses a critical enterprise focus: operational ownership of requirements, prioritization, global client issue management, and operational process improvement. In addition, this role will establish end-to-end client quality assurance and leadership of the Operational teams in India at our Global Collaboration Center (GCC). This leader will lead our Quality Director through partnership with every business area connected to client set-up across pricing, contracting and operations and will lead a strong team focused on utilizing AI to establish an efficient quality model. This role will also partner with the GCC, with a focus on smart expansion and excellent outcomes. The ideal candidate combines strong operational leadership, systems thinking and process engineering expertise with the ability to influence senior leaders and drive measurable results. _

Scope of Accountability Include:

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• Business Platform Strategy & Governance
• + Maintain strong relationships and strategic partnerships with Technology VPs to understand business objectives and shape technology needs and opportunities that articulate business value and align with strategic goals + Lead and translate business strategy into a structured, prioritized capability roadmap that defines deliverables, accountability, and value measurement + Align with stakeholders on business requirements, intake processes, scenario tracking, and prioritization methodology and communication approach for all internal platforms to ensure clear understanding, effective timeline management, and alignment with capacity constraints + Integrate enterprise-wide user acceptance testing procedures and governance frameworks to validate that enhancements are delivered as intended across the organization •Enterprise Issue Management (New Capability)•+ Enhance our governance framework and empower teams throughout the organization to consistently think through proactive gains, monitoring trends, and thorough root cause analysis + Mature the existing client and member issue management framework that aligns with enterprise objectives to improve efficiency and scalability + Integrate various internal systems to enable effective data analysis for data-driven trends identification for process improvements + Collaborate with cross-functional departments to ensure timely resolution of high-impact issues + Establish clear, qualifiable key performance indicators and executive reporting communication + Collaborate with Technology and PBM Strategic Relations VPs for business case alignment regarding technological development •Operational Continuous Improvement•+ Embed Continuous Improvement as an operational discipline to build a culture around root cause analysis, learning opportunities and accountability to prevent reoccurrence to improve quality and delivery + Deliver measurable improvements in efficiency, quality, and client/member experience by ensuring that resolutions are properly implemented, adopted, and effectively maintained + Optimize and integrate processes and systems to improve workflows, eliminate inefficiencies, and support data-driven decisions + Improve process improvement documentation program for increased automation, accuracy and ability to measure team's KPIs •End-to-End Quality Assurance•+ Drive the quality vision, strategy, and roadmap in alignment with company objectives, while fostering a culture focused on quality and ongoing improvement + Support a well-established team with outstanding performance, assuming increased responsibilities to generate validation insights and identification of process gaps across all stages of the client life cycle + Utilize AI to expand current operational quality process and strengthen accountability + Collaborate with Technology VPs to integrate various internal systems, enabling effective data analysis + Maintain industry-leading quality standards to enhance out-the-door set-up accuracy and minimize client payouts •Enablement and Global Collaboration Center Operational Strategy•+ Support a well-established offshore team with outstanding performance, assuming increased responsibilities for Operational support + Establish clear, qualifiable key performance indicators across onshore and offshore + Partner with RxBenefits Leadership & Training Development team to ensure Operations continues to make the strides needed across career goals, role expertise, and more + Evaluate potential opportunities for utilization within non-technical spaces of RxBenefits _Skills /

Experience:

_ + Bachelor's degree required: Engineering, business, healthcare, or operations management preferred + MBA or advanced degree strongly preferred + 12-15+ years progressive leadership experience in business platform, process improvement and product organizations + Background in pharmacy benefits, healthcare services, or BPO operations + Proven ability to build organizations and operating models from the ground up + Strong cross-functional leadership across operations and technology + Experience driving enterprise transformation and measurable operational outcomes + Experience with process engineering, AI and workflow optimization + Ability to travel 25% of the timeRxBenefits provides equal opportunities for everyone who works for us and everyone who applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.