Senior Director, Pharmacy Consumer Experience

The Senior Director, Pharmacy Consumer Experience is a senior pharmacy leader responsible for advancing the consumer experience across Northern California Pharmacy Operations. This role operates at the intersection of enterprise strategy, regional execution, and local care delivery, ensuring that pharmacy experiences are human-centered, operationally grounded, and aligned with Kaiser Permanente-s broader CX and EX priorities.

Partnering closely with National Pharmacy, National and Regional Consumer Experience teams, Northern California service areas, union partners, and The Permanente Medical Group,this leader drives continuous improvement by translating consumer and employee insights into actionable strategies. The role leads work to develop business cases, uses influential analytics, and informed recommendations that support meaningful, measurable change.

Success requires a strong understanding of local pharmacy operations, the ability to influence without direct authority, and skill in navigating the nuanced boundaries between national, market, and service-area roles. Acting as a trusted voice of the customer and workforce, this leader brings business owners along, incorporates frontline perspectives, and advances change through collaboration, credibility, and a human-centered design lens.

• Builds organizational capacity and prepares high potentials for growth opportunities and advancement; builds collaborative networks inside and outside the organization for self and others. Provides framework for soliciting and acting on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement. Models and drives continuous learning and oversees the recruitment, selection, and development of talent; stays current with industry trends, benchmarks, and best practices; ensures performance management guidelines and expectations to achieve business needs. Acts as a thought leader on industry trends, benchmarks, and best practices; shares best practices within and across teams to drive improvement. Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning cross-functional resource plans with business objectives. Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact across teams.
• Oversees the operation of multiple units and/or departments by identifying member and operational needs; ensures the management of work assignment allocation and completion; translates business strategy into actionable business requirements; ensures products and/or services meet member requirements and expectations while aligning with organizational strategies. Engages strategic, cross-functional business units to champion and drive support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and ensures resolution of escalated issues. Sets and communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; obtains and distributes resources. Anticipates and removes obstacles that impact performance; addresses performance gaps and implements contingency plans accordingly; ensures teams accomplish business objectives; serves as a subject-matter expert and trusted source to executive leadership; provides influence and consultation in the development of the larger organizational or business strategy.
• Champions strategic long-term planning to set the direction for the future of patient care strategies to pharmacy and healthcare professionals by: monitoring and tracking teams use of analytics and informatics to assess prescription use data and to identify challenges and needed changes; leading in meetings of regional and/or national pharmacy and therapeutics committees to advocate for front-line operations; setting a leadership tone of strong a patient focus mindset across the organization to encourage employees to make decisions that are in the best interest of patients and creates structures, incentives, and processes in place to encourage these behaviors.
• Champions operational activities across the pharmacy landscape and holds enterprise-wide accountability for setting operational strategies and coordinating with other team members and senior leaders to ensure proper and effective pharmacy management by: overseeing interdisciplinary functions to implement and evaluate pharmacotherapy safety practices and initiatives; identifying wide-ranging and critical long-term operational needs and sets priorities and resources for various pharmacy operations initiatives and programs that shape the structure and day to day functioning across pharmacies; and leading a holistic set of operational needs (e.g., workflow management, policy management, systems improvement, etc.), ensuring and developing policy compliance standards, and creating a culture that incentives process or system improvements.
• Contributes to service, affordability, people, quality of care, and regulatory pharmacy goals by: evolving best practices and organizational direction on guidelines for implementation of the strategic plans to lead improve service, quality, people, affordability, and regulatory initiatives; evaluating industry leading technology and research and developing strategic goals to guide tools and dashboards to enable implementation of new programs and initiatives; driving enterprise-wide understanding and application of high-impact and complex laws and rules from regulatory agencies and ensures application into operations (e.g., FAQs to markets) and directing enterprise-wide practices in alignment with cutting edge technology; establishing  requirements of tools to ensure awareness and use; championing cutting-edge innovations on the development of and ensuring enterprise-wide accountability of dashboards to ensure rules are followed; and reviewing and driving innovative designs and guiding implementation of key affordability metrics in alignment with enterprise-wide and pharmacy operational goals.
• Serves as the lead subject matter expert for quality improvement processes and regulations within assigned areas or teams by: leading consultations on the interpretation, interaction, and implementation of current policies, regulations, and legislation and advices on the long term strategies of KP to address the current climate and potential changes which may have long term effects on business operations; proactively engaging in internal and external committees and projects, and relevant initiatives to implement large scale change and improvements; managing current procedures and outcomes to align departmental activities with organizational performance, quality, and budgetary goals; identifying barriers to process improvements issues and weighs practical, technical, and KP capability considerations in addressing issues, and advising on policy changes; directing the development, implementation and re-engineering of programs which promote cost-effective utilization of pharmaceuticals; closely collaborating with senior health care providers to gather relevant sources on potential changes within the market and upcoming new drugs and analyzing trends to forecast the impacts of new drugs on the teams drug use management; tracking and assessing various drug use management metrics and dashboards and following up to hold others accountable; creating standards for application strategies to ensure achievement of member financial and therapeutic objectives; and evaluating holistic sets of member data and setting strategic directions that catalyze organizational change.