Head of Pharmacy Success

HEAD OF PHARMACY SUCCESS Location: Nashville, TN (hybrid) or Remote Reports to: COO Type: Full-time 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 COMPENSATION The base salary range for this role is competitive and will be determined based on the candidate’s relevant skills, experience, and geographic location. In addition to base pay, total compensation may include performance-based incentives, benefits and company options. SECURITY, PRIVACY & COMPLIANCE This role may handle PHI/PII and must follow HIPAA, company privacy policies, and least-privilege access practices. EEO & INCLUSION VITL is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. If you meet most—but not all—requirements, we encourage you to apply. ABOUT VITL VITL is a Nashville-based healthtech company providing beautifully simple e-prescribing infrastructure for cash-pay medical practices. Through its open pharmacy marketplace, VITL connects clinics with verified 503A compounding pharmacies nationwide, enabling real-time price comparison, multi-pharmacy ordering, and Amazon-style patient tracking, all through a single, elegant interface. Founded in 2024, VITL serves over 700 clinics representing 175,000 patients across the United States. VITL is backed by Signalfire, a San Francisco based venture capital firm with $3B in AUM, which led its Series A in late 2025.