Offer summary

Qualifications:

4+ years in Customer Service Operations, Program Management, or Partner Success, ideally in pharmacy or tele-health., Experience managing ticket queues or shared inboxes using tools like Intercom, Zendesk, or Salesforce., Strong written and verbal communication skills, with the ability to simplify clinical jargon., Working knowledge of HIPAA and familiarity with other PHI/PII frameworks is preferred..

Key responsibilities:

Triage inbound pharmacy messages, assign owners, and enforce SLAs.

Draft and send outbound updates regarding order statuses and policy changes to partners.

Run daily queue health checks and host weekly stand-ups to address open issues.

Create and maintain training materials and dashboards to track performance and trends.

Job description

About Winona:

Winona is one of the leading telemedicine companies providing HRT for women in menopause. We’ve built all of our technology in house including an EHR, patient care admin system, patient portal, website, marketing technology etc. Winona has two compounding pharmacies and a team of in house physicians providing world-class care via a fully vertically integrated business model.

About the role:

We need a single owner who wakes up every day thinking about those threads: Are pharmacists getting what they need? Is our patient support team unblocked? Is every ticket closed on time? As Pharmacy Communications PM, you’ll be the nerve center connecting our company and our partner pharmacies, turning noise into signal and friction into speed.

Seniority Level: Mid

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.

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.

What’s in it for you?

As full-time member of our team, you’ll enjoy:

Flexible hours
Work wherever you choose
Fun and casual work environment
Employee engagement activities and virtual gatherings
We are a diverse, global team! 🌍

This company is affiliated for recruitment efforts. Each entity maintains operational independence, and no personal data is shared between them except as necessary for coordinated recruitment activities. Both teams are committed to protecting applicant privacy and ensuring a respectful, transparent hiring process.

Equal Employment Opportunity

Winona provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity extends to all aspects of employment including, but not limited to, recruitment, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. Winona takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate such behaviors.

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