Job Description

Director of Pharmacy Operations at Vetster

Location: Remote, USA

About Vetster

Vetster is revolutionizing pet healthcare by connecting pet owners with licensed veterinarians through our innovative digital platform. We provide convenient access to professional veterinary advice, diagnoses, and prescriptions, with a mission to make pet care accessible, affordable, and stress-free for every pet parent.

Join our Mission

Vetster is seeking an experienced and strategic Director of Pharmacy Operations to lead our integrated e-commerce pharmacy, VetsterRx. This is a critical role that will drive significant revenue growth and enhance customer lifetime value by delivering a best-in-class online pharmacy experience seamlessly integrated with our veterinary consultation services.

Reporting directly to the VP of Business Operations, this individual will be a key player in shaping the future of pet healthcare at Vetster. This role requires a seasoned leader with a deep understanding of pharmacy operations, e-commerce, and strong relationships within the animal health manufacturing industry. Please note that this is a fully remote position, based in the US, with quarterly travel to our Vetster HQ in Toronto, Canada, and US travel for conferences and meetings approximately 3-4 times per quarter.

What You'll Do:

As the Director of Pharmacy Operations, you will be responsible for the end-to-end success of Vetster's pharmacy and e-commerce initiatives. Your key responsibilities will include:

Pharmacy & E-commerce Strategy and P&L Management

• Own the P&L for VetsterRx and future e-commerce initiatives, balancing short-term revenue goals with long-term strategic growth.
• Execute the overall e-commerce strategy, ensuring alignment with Vetster's mission and business objectives.
• Identify new opportunities for growth and expansion within the online pet pharmacy and retail space.

Third-Party Pharmacy & Fulfillment Partner Management

• Oversee and manage relationships with all current and future third-party pharmacy and fulfillment partners.
• Establish and monitor Service Level Agreements (SLAs) to ensure optimal performance, efficiency, and customer satisfaction.
• Drive continuous improvement initiatives with partners to optimize order processing, fulfillment, and delivery.
• Evaluate and onboard new partners as needed to support growth and expand service offerings.

Manufacturer Relationship Management

• Build, nurture, and maintain strong, strategic relationships with major pet pharmacy manufacturers
• Negotiate favorable terms, pricing, and access to new products to enhance VetsterRx's offerings.
• Collaborate with manufacturers on joint marketing initiatives and product launches.

eCommerce Operations Excellence

• Develop and implement robust systems and processes for seamless day-to-day e-commerce operations, including order processing, returns, issue resolution, and customer support coordination with partners.
• Collaborate with Product and Engineering teams to enhance the platform experience, optimize conversion rates, and average basket size.
• Oversee inventory planning and forecasting in collaboration with partners to ensure optimal stock levels and product availability.

Legal Compliance and Regulatory Affairs

• Ensure all pharmacy operations adhere to federal, state, and local regulations governing prescription medications, controlled substances, and over-the-counter products.
• Stay abreast of changes in pharmacy law and best practices, implementing necessary adjustments to maintain full compliance.

Merchandising, Product Management & Promotions

• Oversee catalog management, pricing strategies, and product selection for VetsterRx.
• Partner with the Marketing team to develop and execute a robust commercial calendar, including promotions, campaigns, and new product launches, ensuring all initiatives remain compliant with regulatory guidelines.
• Analyze sales data and market trends to optimize product assortment and merchandising strategies.

What You Bring:

• 5+ years of progressive experience in pharmacy operations, with at least 1-2 years in a leadership role overseeing e-commerce or online pharmacy operations.
• Exceptional analytical and problem-solving skills, with the ability to leverage data-driven insights to drive strategic decisions.
• Strong cross-functional collaboration and stakeholder management skills, with the ability to align diverse teams towards common goals.
• Entrepreneurial mindset and a passion for testing and iterating, embracing a culture of continuous learning and improvement.
• Excellent communication and interpersonal skills, with the ability to effectively convey complex ideas to diverse audiences.
• Proven track record of managing P&L and driving revenue growth in an e-commerce environment.
• Experience managing third-party fulfillment partners.
• Deep understanding of the animal health industry, including strong existing relationships with major pet pharmaceutical manufacturers (Zoetis, BI, Merck, Elanco, etc.).
• In-depth knowledge of pharmacy laws, regulations, and compliance requirements in the US.
• Demonstrated experience in building and scaling e-commerce platforms and operations.

Why Join Us?

• Unlimited access to Vetster for your pets.
• Generous vacation and personal day policy.
• Competitive salary with market alignment.
• Opportunities for career growth and international assignments.
• A culture of inclusivity, equity, and team engagement.

Recruitment Process

• Step 1: 30-minute Google Meet Introductory call with Keltie Neville, People Operations
• Step 2: 45-minute Google Meet interview with Brody Slacer, VP of Business Operations
• Step 3: 90-minute Google Meet interview with Brody Slacer, VP of Business Operations, Kristen Johnson, VP of Marketing, and Mike Wilson, VP of Sales and Business Development. There will be a short take-home assignment (for which we will compensate you for your time preparing it) to be presented and discussed in this group interview.
• Step 4: 30-minute Google Meet call with our CEO and Co-Founder, Mark Bordo
• Final Steps: Professional references and background check. Offer presented to join us at Vetster!

Ready to Make a Difference?

Embark on a fulfilling journey with us, shaping the future of pet healthcare through design. If you're driven by innovation, collaboration, and a love for pets, apply now to join our mission-driven team.

We are committed to providing accommodations for applicants with disabilities. Please let us know if you require any accommodations during the recruitment process.

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