AVP, Product Operations

At Bayvrio, we're transforming the future of pharmacy benefit management. Our intelligent technology platform and dynamic marketplace are designed to put control back in clients' hands. Our solution enables organizations to customize pharmacy benefit strategies that align with their unique needs—driving measurable savings while improving access and quality of care. By combining smart technology with a curated, modular marketplace, we challenge the limitations of today’s broken system.

We are looking for passionate, innovative people to help lead to that change. Every team member has the opportunity to make a real impact by helping develop solutions that increase transparency, flexibility, and choice for our clients and the patients they serve. Joining Bayvrio means becoming part of a collaborative team where your ideas are valued, your contributions matter, and your professional growth is supported. Ready to make an impact? Join a team that's redefining healthcare technology while building a career you'll be proud of.

About the role

The AVP, Product Operations leads the strategy, execution, and operational delivery of Bayvrio’s Pharmacy Benefit Management (PBM) products and services. This role oversees product operations, benefit configuration, call center and member support, and product education, ensuring products are successfully implemented, supported, and continuously improved throughout their lifecycle.

The AVP partners closely with Product, Technology, Clinical, Account Management, Sales, Marketing, and Data Analytics to translate business and client needs into scalable solutions that improve the client and member experience. This leader builds high-performing teams, establishes operational standards, and ensures Bayvrio’s products and services are delivered with accuracy, efficiency, and a strong customer focus.

What you'll do

Essential Duties & Responsibilities

• Strategic Leadership: Develop and execute the Product Operations strategy in alignment with company objectives, product priorities, client needs, regulatory requirements, and growth initiatives.

• Product Operations: Oversee the operational lifecycle of PBM products and services, including benefit configuration, implementation, testing, launch readiness, ongoing support, and continuous improvement.

• Product Portfolio Support: Partner with Product leadership on strategy, roadmap development, prioritization, and lifecycle management to ensure products are scalable and positioned to meet market and client needs.

• Call Center & Member Support: Lead call center and member support operations, establishing service standards, performance metrics, workforce plans, quality assurance practices, and escalation processes that support an exceptional member experience.

• Product Education: Lead product education and enablement for employees, clients, and key audiences. Ensure teams have accurate training, documentation, knowledge tools, and product resources.

• Benefit Configuration & Implementation: Establish standards and quality controls for benefit data collection, plan configuration, testing, claims adjudication, and client implementation.

• Customer & Member Experience: Use client feedback, member inquiries, call center insights, and operational trends to identify product, service, and process improvements.

• Cross-Functional Collaboration: Partner with Product, Technology, Clinical, Account Management, Sales, Marketing, Data Analytics, and Operations to develop, launch, support, and enhance products and services.

• Operational Excellence: Develop scalable processes, standard operating procedures, quality controls, and performance standards that improve accuracy, efficiency, consistency, and service delivery.

• Data-Driven Decision Making: Establish and monitor key performance indicators across product operations, call center performance, implementations, benefit configuration, and product education. Use data to identify risks and improvement opportunities.

• Market & Regulatory Awareness: Monitor PBM industry trends, competitive developments, and evolving client expectations to inform product and operational decisions.

• Team Leadership: Lead, mentor, and develop teams across Product Operations, Benefit Analysis, call center and member support, and product education. Establish clear goals, accountability, and development opportunities.

• Stakeholder Communication: Communicate priorities, operational readiness, performance results, risks, and recommendations to executive leadership, clients, and cross-functional stakeholders.

Qualifications

Education and Experience

• Bachelor’s degree in Business, Healthcare, Pharmacy, Operations, Product Management, or a related field preferred.

• Minimum of 10 years of progressive experience in product management, product operations, healthcare operations, Pharmacy Benefit Management, healthcare technology, or a related field.

• Minimum of 5 years of leadership experience, including responsibility for teams, leaders, or multiple operational functions.

• Strong understanding of PBM services, benefit configuration, plan design, implementation, claims adjudication, and pharmacy operations.

• Demonstrated experience leading large-scale, cross-functional product or operational initiatives.

• Experience overseeing call center, member services, customer support, or similar service operations.

• Experience developing product education, training, enablement, or knowledge-management programs.

• Proven ability to build scalable processes and use data and performance metrics to drive operational improvements.