Head of Pharmacy Success

The Role

VITL’s marketplace only works when the pharmacy side works. The Head of Pharmacy Success owns that side — the 503A and 503B compounding pharmacy network that fills every clinic order. You are accountable for whether an order ships on time, correctly, and from a pharmacy that is licensed, compliant, and priced to win.

The role covers contract enforcement, SLA accountability, ongoing pricing management, billing, formulary, escalations, and pharmacy-facing product. When something breaks, you fix it. This is a senior IC role with a mandate to build the pharmacy-success function — not just run it. We’re open to candidates from marketplace supply-side operations, compounding pharmacy operations, or both. The overlap is where the best candidates live.

What You Own:

Operating

• Pharmacy agreements — own and enforce contracts: SLA commitments, participation terms, and commercial pricing
• Pharmacy onboarding — verify licensure and multi-state authority, confirm USP <795>/<797>/<800> status, load formulary and pricing, validate test orders before go-live
• Network coverage — identify gaps by medication, dosage form, and geography; recruit or activate capacity to close them
• Pharmacy integration — serve as the primary bridge between VITL's platform and pharmacy systems; partner with Product and Engineering to streamline order management, formulary syncing, reporting, and logistics workflows between the two sides
• Pricing oversight — continuously monitor pharmacy-side pricing against market rates, volume benchmarks, and competing sources; persistently push partners to lower prices as volume grows and market conditions shift

Customer Support

• Network performance — set fulfillment standards, track fill rates and response times, publish that data on the platform as the accountability lever, and intervene before clinics feel it
• Escalation triage — own resolution for delayed, cancelled, misfilled, or quality-flagged orders; coordinate pharmacy, clinic, and CS to a fast outcome and file tickets to prevent recurrence
• Performance reviews — routine check-ins and quarterly QBRs with strategic partners using shared scorecards

Admin / Finance

• Charge validation — validate all pharmacy charges against agreed pricing; catch errors and overcharges before they hit the books
• VITL catalog management — own formulary changes: new products, reformulations, dosage-form updates, and discontinuations; keep the platform catalog accurate
• Compliance record — maintain current licenses, credentials, COAs, and documentation in partnership with Compliance

Function-Building

• Pharmacy Digest — weekly digest to partners covering network performance, formulary updates, and platform changes
• Pharmacy-success playbook — onboarding checklists, performance scorecards, and review cadences that let the network scale without headcount scaling with it
• Capacity planning — work with high-volume partners so the network scales ahead of clinic growth, not behind it

What Success Looks Like

• High fill rates, low cancellations, turnaround times that hold as volume grows
• No coverage gaps — always a compliant, competitively priced pharmacy ready to fill
• New pharmacies reach their first clean, on-time order fast and predictably
• Underperformance is caught early; chronic underperformers are remediated or offboarded before clinics feel it
• The network is audit-ready at all times
• Billing matches what was agreed — clean reconciliation, no surprises

What You Bring

• Background in marketplace supply-side operations (vendor/partner network ownership, SLA enforcement, pricing, coverage management) OR compounding pharmacy operations (503A/503B, formulary, USP compliance, network management for a telehealth or DTC platform) — ideally both
• Working knowledge of how compounding pharmacies produce, price, and ship — 503A vs. 503B distinctions, USP <795>/<797>/<800> standards, dosage forms, and the compliance requirements that govern each facility type; comfort navigating state board of pharmacy requirements, accreditation standards, and the documentation expectations that keep a pharmacy network audit-ready
• Experience holding partners to commercial agreements and pricing commitments — enforcing what was agreed and pushing back when they drift
• Fluency with operational data — you can read a fulfillment dashboard, spot the problem pharmacy, and know what to do about it
• Familiarity with the cash-pay compounding space — GLP-1s, NAD+, peptides, IV wellness — and how market dynamics affect pharmacy pricing and availability
• Comfort partnering with Product and Engineering as a domain expert; strong follow-through across many partners with clean documentation habits

Security, Privacy & Compliance

This role may handle PHI/PII and must follow HIPAA, company privacy policies, and least-privilege access practices.