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Job Title: Solution Manager

Location: Irvine, CA (on-site)

Reports to: VP of Operations

FLSA Status: Exempt

About Our Organization: RIS Rx (pronounced "RISE Rx") is on a mission to make every dollar allocated for affordability count, delivering true impact for the patients and pharma manufacturers we serve. We’ve built the industry’s first real-time, pharmacist-led GTN Revenue Performance platform, restoring trust, visibility, and integrity to patient affordability.

What sets us apart? Our team combines deep pharmacy roots with cutting-edge technology, tackling patient access barriers in smarter, more human ways. Our people-first culture means you’ll find career growth, great benefits, and a supportive environment waiting for you, because we believe when people thrive, everyone wins.

Join us and help shape a better, brighter future for patient access.

Role Overview: The Solution Manager owns the outcomes of their assigned solution - holding ultimate accountability for meeting client promises, including goals and Service Level Agreements (SLAs). They lead a team of call center agents (typically 10–60) and own every process and tool used by that team to deliver results. Once a program is operating reliably, the Solution Manager is responsible for driving increased efficiency (output per agent) and scalability (agents per supervisor). They set up new processes, tools, and teams when a new program is launched, and work closely with Product Managers and Engineers to identify and prioritize platform investments that improve reliability, efficiency, and scale. They also partner closely with Client Success Managers to provide operational expertise in response to client inquiries.

The ideal Solution Manager is a structured problem solver, a detailed system optimizer, and an effective manager - someone who genuinely cares about their people, equips their team with options, resources, and re-prioritization support, and holds every team member accountable for outcomes.

Key Responsibilities:

People Management

• Directly manage supervisors and, where applicable, frontline agents; set clear performance expectations, conduct regular 1:1s, and drive accountability through coaching and documentation.
• Support team members with re-prioritization, resources, and options when obstacles arise; escalate people-related risks proactively.
• Foster a culture of continuous improvement and psychological safety while holding a high bar for execution and impact, leading with empathy and accountability.
• Participate in hiring, onboarding, and training for new team members; develop internal talent for growth into higher-complexity roles.

Program Ownership & SLA Delivery

• Own all client-facing goals and SLAs across all programs within their assigned solution; serve as the single accountable owner for program performance.
• Oversee day-to-day operations of a call center team (10–60 agents), ensuring staffing, scheduling, and workload distribution align with SLA requirements.
• Monitor real-time and historical performance data; identify gaps, root causes, and corrective actions before issues escalate to clients.
• Maintain and continuously improve the processes and tools used by the team to meet quality, speed, and compliance standards.
• Escalate systemic issues to Product, Engineering, and senior leadership with clear problem definitions, options, and recommended solutions.

Efficiency & Scalability

• Once programs are reliably meeting SLAs, drive continuous improvement initiatives focused on increased reliability, efficiency, and scalability.
• Design, test, and implement operational changes (workflow redesign, tooling enhancements, automation opportunities) to improve throughput without sacrificing quality.
• Define and track key efficiency metrics; build dashboards and reporting cadences that make performance trends visible to the team and leadership.
• Maintain clear documentation (SOPs, runbooks, training materials, escalation paths) to support knowledge transfer and future optimization projects.

New Program Launch

• Lead operational setup for new program launches: design agent workflows, configure tools, write SOPs, recruit and onboard staff, and define success metrics.
• Partner with Implementations, Product, and Engineering teams to ensure systems are ready prior to go-live; own the operational readiness checklist.
• Run launch dry runs, identify friction points quickly, and iterate toward a stable, repeatable operating model.
• Build scalable operating models that support rapid headcount growth or program expansion with minimal ramp time and quality risk.

Product & Engineering Collaboration

• Serve as the primary voice of operations in product and engineering discussions related to your solution; translate operational pain points into clearly scoped requirements and prioritized requests.
• Maintain and refine a backlog of operational tool and platform improvement requests; advocate for high-ROI investments and communicate trade-offs to stakeholders.
• Validate new features and platform changes before release; provide structured feedback and sign-off on operational readiness.

Client & Stakeholder Support

• Partner with Client Success Managers to provide operational expertise and data-driven responses to client inquiries, escalations, and business reviews.
• Participate in client calls and business reviews as an operational subject matter expert; represent program health with accuracy and transparency.

Skills & Qualifications:

Education/Experience

• CA Licensed Pharmacist
• 5-10 years of experience in operations management, call center management, or program management, ideally in a fast-paced healthcare or technology environment.
• Demonstrated track record of owning and improving performance against measurable SLAs or KPIs within a client-facing operational context.
• Prior experience managing frontline teams of 10 or more people, including performance management and coaching.
• Experience partnering with Product and Engineering teams to define and deliver operational tooling improvements is strongly preferred.
• Bonus points for healthcare, pharmacy, or patient affordability experience.

Skills

• Data-driven: you define success in metrics, track performance rigorously, and make decisions backed by evidence.
• Structured problem solver: you break complex operational issues into root causes, hypotheses, and testable solutions.
• Systems thinker: you see processes end-to-end, identify leverage points, and build reliability and scale - not just short-term fixes.
• Servant leader: you believe your primary job as a manager is to support and uplift your team, so that their output improves over time.
• Collaborative by nature: you build trust with peers across Operations, Product, Engineering, and Client Success.
• Clear communicator: you write and speak with precision, translate operational complexity for executive and client audiences, and know when to escalate versus resolve.
• Highly organized: you manage multiple programs and workstreams simultaneously without dropping the ball.

What we offer:

• Free gym membership
• Modern office
• Annual merit-based salary increases
• 401(k) with annual company match
• Medical - RIS Rx covers 100% of the employee’s base HMO medical plan
• Voluntary Dental, Vision & Life Insurance
• Flexible Savings Account (FSA)
• Paid Holidays
• Time off that grows with you:
• 3 weeks PTO 0-2 years
• 4 weeks PTO after 3+ years
• 5 weeks PTO after 5+ years
• Recognition programs that celebrate impact and results
• Mentorship and coaching opportunities
• Clear growth paths and career development support
• Fully stocked snack kitchen
• Company-paid lunches