Director, Pharmacy Contact Center Data Analytics & Reporting

This director level position is primarily responsible for directing and influencing strategic data-informed decision making, overseeing data and information collection on targeted variables in an established systematic fashion, and directing data preparation for analytic efforts. This position oversees the execution of creative data analytic approaches leading to actionable outcomes across one or more functional areas, business and/or clinical lines, oversees the development, implementation, and automation of business and reporting strategies, and oversees data analysis interpretation.

• Demonstrates continuous learning and maintains a highly skilled and engaged workforce by aligning resource plans with business objectives; overseeing the recruitment, selection, and development of talent; motivating teams; preparing individuals for growth opportunities and advancement; staying current with industry trends, benchmarks, and best practices; providing guidance when difficult decisions need to be made; and ensuring performance management guidelines and expectations drive business needs.


• Oversees the operation of multiple units and/or departments by identifying customer and operational needs; analyzing resources, costs, and forecasts and incorporating them into business plans; gaining cross-functional support for business plans and priorities; translating business strategy into actionable business requirements; obtaining and distributing resources; setting standards and measuring progress; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; and ensuring products and/or services meet customer requirements and expectations while aligning with organizational strategies.


• Oversees data and information collection on targeted variables in an established systematic fashion by establishing data collection, refresh, and update standards; approving data collection sources; reviewing and approving data sources; directing the development and/or delivery of tools for electronic data collection; ensuring users are trained and supported; and auditing documentation.


• Directs data preparation for analytic efforts by establishing data quality and accuracy standards; approving system improvements to enhance overall quality of data; championing the resolution of critical issues as appropriate; and reviewing complex or high-profile data sets.


• Oversees the execution of creative data analytic approaches leading to actionable outcomes across one or more functional areas, business and/or clinical lines by reviewing and approving strategic data design and analysis; and establishing data analysis strategy that aligns with and advances organizational needs.


• Oversees the development, implementation, and automation of business and reporting strategies by partnering with key stakeholders to ensure their design, planning, and implementation needs are being met while ensuring alignment with strategic business objectives; reviewing and approving results and roadmaps as appropriate; ensuring compliance with standards and guidelines for data reports, visualizations, and/or interactive Business Intelligence (BI) reports; and sharing insights with stakeholders on key findings.


• Oversees data analysis interpretation by establishing analysis interpretation strategy; providing support to team on complex data interpretation; approving high-profile findings and their application to contextual settings; and reviewing insights, reports, and presentations to ensure a compelling story to stakeholders to enable and influence decision making; and sharing insights with internal and/or external audiences.


• Directs and influences strategic data-informed decision making by overseeing team(s) of professionals in the consultation of clients to identify and clarify key business needs across functional areas, business and/or clinical lines; translating business strategy; establishing data analytics strategy; approving complex data collection methods and analysis plans; reviewing the impact of business decisions on clients, customers, and/or members; building and leveraging partnerships with clients and staff to identify opportunities and methods to improve efficiencies with analysis; ensuring end-users are supported and trained; and establishing guidelines for proper documentation of processes and deliverables.