Pharmacy Communications Program Manager

Summary

Join Winona, a leading telemedicine company specializing in HRT for women in menopause, as their Pharmacy Communications PM. In this role, you will serve as the central point of contact between Winona and its partner pharmacies, ensuring smooth communication and efficient operations. You will triage pharmacy messages, manage communication, maintain real-time visibility of queue health, and coordinate feedback loops with product and compliance teams. The position requires strong communication skills, experience with ticket queues, and a deep understanding of HIPAA regulations. Winona offers flexible hours and a remote work option. This mid-seniority level position requires 4+ years of experience in a relevant field.

Requirements

• 4+ years in Customer Service Operations, Program Management, or Partner Success—ideally in pharmacy, tele-health, or another highly regulated setting
• Hands-on ownership of ticket queues or shared inboxes (Intercom, Zendesk, Salesforce, or JIRA) with external partners
• A track record of meeting or beating SLAs while balancing empathy, compliance, and speed
• Polished written & verbal communication—you can translate clinical jargon into crisp, action-oriented updates
• Working knowledge of HIPAA (required) and familiarity with PCI, PIPEDA, or other PHI/PII frameworks (nice-to-have)
• Based in the US or Canada with reliable broadband and overlap with Eastern hours

Responsibilities

• Triage all inbound pharmacy messages, assign owners, set priorities, and enforce SLAs
• Draft and send outbound updates—order statuses, formulary changes, policy reminders—so partners are never guessing
• Maintain real-time visibility: run daily queue health checks, flag risks, and unblock stuck conversations
• Host weekly stand-ups to review open issues and upcoming changes
• Coordinate “voice of pharmacy” feedback loops with Product and Compliance so platform updates land smoothly
• Create and maintain macros, checklists, and SOPs that empower reps to respond accurately and fast
• Train new hires and run quarterly refresh sessions
• Build Looker/Intercom dashboards, surface trends, and propose roadmap items or staffing adjustments
• Lead post-mortems on high-severity incidents; track action items to closure

Benefits

• Flexible hours
• Work wherever you choose
• Fun and casual work environment
• Employee engagement activities and virtual gatherings