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Development - Columbus, Ohio (Remote)

What We’re Looking For

Our Manager of Engineering will report to the SVP of Engineering and is responsible for leading our pharmacy product-focused engineering team. You’ll balance people leadership with hands-on technical stewardship in a .NET/Azure environment—shipping high-quality software at a pace that unlocks customer value. The position is for a player coach.  You’ll stay hands on through design reviews, PR guidance, technical decision-making, and coding. 

What You’ll Do

• Develop and mentor senior and mid-level engineers, guiding them toward autonomy and technical excellence through coaching, design feedback, and career growth planning  
• Deliver value predictably: own planning, refinement, execution, release quality, and production validation for your teams. 
• Build an inclusive, supportive, and collaborative culture where everyone does their best work 
• Foster a collaborative environment with numerous cross-functional teams to ensure alignment of product requirements, resources, delivery timing, quality, data integrity and technical architectural aspects of software products 
• Works to coordinate priorities, direction, and adeptly and tactfully manages the communication between Senior Leadership and Engineering 
• Effectively delegate responsibilities to next level team members through coaching and support providing opportunities to grow successfully 
• Lead or participate in technical aspects of software development  
• Accurately translate requirements into product and process flows and development requirements (features, user stories, acceptance criteria) 
• Lead planning meetings with engineering teams, including refinement, production validation testing, and issue management 
• Create and implement strategy roadmaps with the engineering team to ensure all phases of development remain within the scope of the project 
• Manage engineers to create cutting-edge and scalable applications 
• Interact with internal and external customers to design, develop and support software products 
  

What You’ll Bring

• 3+ years leading software engineers (people leadership for multiple devs and/or multiple teams). 
• Recent hands-on experience with C#/.NET and Azure services (Azure App Services, Azure SQL) sufficient to coach and review design/PRs. 
• Track record of shipping products in iterative, data-driven environments; strong backlog/roadmap management with product partners. 
• Excellent communication up/down/across; adept at translating exec priorities into team plans. 
• Experience hiring/interviewing technical talent for remote teams. 

Operations - WESTERVILLE, Ohio (Hybrid)

What We’re Looking For

VPL is seeking a dynamic and experienced professional to build, lead and scale the Customer Care function. This pivotal role demands a strategic thinker with exceptional leadership skills, a passion for customer satisfaction, and a commitment to driving operational excellence. The Director of Customer Operations will oversee all aspects of customer service delivery, including tier 1 customer support for general inquiries and tier 2 support for technical escalations for software and services. You will ensure efficient and effective resolution of customer issues, enhance the overall customer experience, and spearhead continuous improvement initiatives across the organization. The ideal candidate is customer-obsessed, a strong collaborator who thrives in cross-functional environments, and has a proven track record in building out scalable operational workflows.

What You’ll Do

• Lead our Customer Care team focused on supporting software and services for both healthcare supply chain and direct-to-patient pharmacies, including specialty, home infusion, and central fill.
• Define the strategic vision and operating model for the Customer Care department, aligned with the company's overall objectives and customer experience standards.
• Define and manage goals, KPIs, and performance metrics to measure success and drive continuous improvement aligned with best practices, workflows, and automation to streamline processes and maximize productivity.
• Oversee the day-to-day operations of the Customer Care department, ensuring timely and efficient handling of customer inquiries, incidents, complaints, and escalations across all tiers.
• Champion a customer-obsessed approach to service delivery, striving to exceed customer expectations at every touchpoint. Develop initiatives to enhance the overall customer experience, drive satisfaction and loyalty, and proactively identify and address potential issues through data-driven insights.
• Build and optimize operational workflows for customer support, including designing scalable processes for tier 1 (frontline inquiries) and tier 2 (complex, technical escalations), integrating tools for efficient ticket management, and ensuring seamless handoffs between support levels.
• Partner with other departments such as Account Management, Billing, Supplier Relations, Product Development, and Engineering representing the voice of the customer to identify opportunities for process optimization, product improvements, and alignment of customer care strategies with business objectives. Act as a key liaison to foster strong cross-functional partnerships.
• Utilize data-driven insights to monitor performance, identify trends, root causes, opportunities for improvement to make informed decisions. Generate regular reports on key metrics, trends, and customer feedback to inform strategic planning and decision-making.
• Lead and support initiatives aimed at enhancing operational efficiency, and service quality. Drive process improvements, technology enhancements, and training initiatives to optimize customer service delivery, with a focus on building resilient workflows that scale with business growth.
• Own the definition, tracking, and continuous refinement of Customer Care metrics, including leading and lagging indicators. Analyze trends, conduct root cause analysis, and proactively identify systemic issues impacting customer experience, product stability, or operational efficiency.
• Manage and standardize escalation processes involving third parties, including carriers, suppliers, and technology partners. Establish clear escalation paths, SLAs, and accountability to ensure timely resolution of cross-organizational issues.

What You’ll Bring

• Proven experience in building and operating a best-in-breed support organization, preferably in a fast-paced, customer-centric environment within healthcare, supply chain, pharmacy or related software industries.
• Demonstrated expertise in building out operational workflows, including designing, implementing, and scaling processes for customer support operations.
• Proven leadership experience in a customer success or support environment, with a track record of managing tiered support teams (tier 1 and tier 2).
• Strong strategic planning and execution skills, with a history of driving operational excellence and delivering measurable results.
• Proven ability to apply agentic AI to automate complex operational workflows, improve decision velocity, and scale outcomes with minimal manual intervention.
• Exceptional leadership and team management capabilities, with the ability to inspire and motivate cross-functional teams.
• A customer-obsessed mindset, with a deep commitment to understanding and advocating for customer needs.
• Excellent communication, interpersonal, and relationship-building skills, paired with strong collaboration abilities to work effectively with diverse stakeholders.
• Analytical mindset with proficiency in data analysis, performance metrics, and reporting.
• Demonstrated ability to collaborate effectively with stakeholders across different departments and levels of the organization.
• Experience in implementing customer service technology platforms and tools (e.g., CRM systems, ticketing software, automation tools) is a plus.
• Knowledge of relevant regulations, compliance standards, and industry best practices in customer service operations, particularly in healthcare or regulated sectors.
• Demonstrated experience building metrics-driven support organizations, including trend analysis, demand forecasting, and capacity planning in a growing environment.
• Proven ability to manage complex escalations across internal teams and external partners, holding third parties accountable for resolution and service quality.

Operations - WESTERVILLE, Ohio (Hybrid)

What You’ll Do… 

Strategic Leadership and Vision 

• Create and Execute Vision: Develop a visionary plan to enhance the customer implementation and onboarding experience for our health system and specialty pharmacy customers. Lead your team in executing this vision with precision and enthusiasm. 
• Goal Setting and Motivation: Set clear goals and KPIs for your team that align with the overall vision. Motivate and guide them in planning and executing these goals effectively. 

Team Management 

• Lead Implementation Team: Oversee a dedicated team responsible for implementing VPL’s SaaS solutions for freight management and specialty pharmacy, including integrations with several third parties. 
• Training and Satisfaction: Lead implementation training initiatives for customers, ensuring high levels of satisfaction with VPL’s training programs. 

Process and Performance Improvement 

• Develop Strategies and Processes: Create and implement strategies and processes to ensure an exceptional implementation and onboarding experience for VPL customers. 
• KPIs and Reporting: Implement key performance indicators (KPIs) to monitor and report the effectiveness of implementation processes to the executive team. 
• Continuous Improvement: Stay updated on VPL solution releases, attend release briefings, and update implementation processes and assets accordingly. 

Project Management 

• Direct Project Management: Personally manage key customer implementations and internal strategic initiatives as required, ensuring timely and efficient delivery. 
• Needs Assessments and Analysis: Conduct needs assessments, performance reports, capacity planning, and cost-benefit analysis to fulfill company initiatives. 

Stakeholder Engagement 

• Liaison and Escalation Point: Act as the main liaison and escalation point for your team with internal and external stakeholders. 
• Progress Reporting: Provide weekly progress reports to key stakeholders within the organization, keeping them informed of the overall status across implementations and internal projects managed. 

What You’ll Bring… 

Implementation + Project Management Experience: 

• Experience required within healthcare environments with third-party integrations 
• 8+ years of experience driving implementations, particularly with SaaS solution implementations. 
• 3+ years of experience leading implementation teams, including project managers and implementation specialists, in a SaaS environment. 
• Ability to directly manage significant high-value internal and external projects as required. 
• Experience with setting up project management and implementation processes and assets, as well as defining and monitoring KPIs. 

Implementation + Project Management Skills: 

• Excellent project management skills with the ability to mentor the team on efficient project management and implementation processes and tools. 
• Experience managing training responsibilities within implementations, including creating training content and leading a dedicated trainer. 
• Experience collaborating with cross-functional teams, third parties, and customers to drive implementation goals. 
• Experience with Microsoft Office applications, project management tools, and CRM systems (a plus). 

Interpersonal and Communication Skills 

• Excellent verbal and written communication skills. 
• Commitment to collaborating effectively with internal and external stakeholders. 
• A confident and outgoing personality with the ability to build positive relationships quickly. 
• A problem-solving mindset and drive to be innovative in finding solutions. 
• Ability to develop talent, communicate effectively, and produce results. 

Operations - WESTERVILLE, Ohio (Remote)

What You’ll Do

• Participate as a key member of the Implementation team charged with successfully implementing the Company’s software and services and become a subject matter expert in the software’s functionality
• Act as the primary point of contact for internal stakeholders and the customer’s project team, ERP project managers/consultants, and dependent third-party vendors and partners during the implementation process
• Lead discussions with customers via web conference regarding their business requirements and provide recommendations on usage of VPL services and solutions via screen share.; documenting and tracking the progress in project management software
• Correctly scope requirements, and clearly prioritize tasks and communicate issues to ensure customer satisfaction and timely delivery within the agreed upon project timeline
• Manage relationships and expectations with internal and external project stakeholders, fostering mechanisms to keep all informed of progress, issues, and risks and maintain accountability for on-time, high-quality delivery
• Leverage problem-solving and critical thinking and independent thinking skills to overcome challenges, manage risks, and resolve issues that threaten the project’s scope or timeline
• Maintain and expand knowledge and proficiency in the implementation job function, VPL products and services, and implementation best practices. VPL and its software and services are evolving rapidly, so being able to learn and adapt quickly is required.
• Document best practices and embrace continuous improvement methodologies
• Manage internal strategic projects, as assigned

What You’ll Bring

• Have 3-5 years’ prior experience managing customer-facing projects and/or implementations, specifically with web-based software products; experience with software integration (e.g., API, Webhook, FHIR, etc.) desired.  Candidates must be able to demonstrate this experience, including managing many projects in different phases concurrently and working as part of a team
• Have 2-3 years’ prior hands-on experience configuring web-based software solutions
• Have 1-2 years’ experience activating and configuring parcel carrier accounts along with setting up workstations and label printers
• Knowledge of remote desktop access software (e.g. GoToMyPC, AnyDesk, etc.)
• Flexibility to adjust to a dynamic work environment, learn and assimilate new information quickly, and contribute to a growing and maturing team
• A customer driven approach with the ability to foster trusting and consultative customer relationships and influence decisions towards customer value
• Effective management of their own work schedule with little to no supervision while meeting project timelines
• Attention to detail, outstanding organizational skills, excellent follow-through, and reliability
• Excellent verbal and written communication skills and proficiency in current common workplace technologies (e.g. Microsoft Office Suite, Jira, Salesforce, etc.)
• A commitment to process and continuous improvement methodologies

Operations - WESTERVILLE, Ohio (Remote)

What You’ll Do

• Communicate Technical Solutions: Clearly articulate technology and product usage to business and technical users to drive understanding and adoption.
• Solve Complex Problems: Leverage your problem-solving mindset and troubleshooting skills to identify and implement effective solutions for our customers.
• Drive Customer Success: Collaborate directly with customers to ensure they achieve their goals and maximize the value of our solutions.
• Manage Multiple Priorities: Effectively handle multiple projects simultaneously while maintaining a high level of organization and attention to detail.
• Communicate Effectively: Use excellent written and verbal communication skills to engage with internal teams and customers.
• Understand Business Processes: Utilize your knowledge of our business processes, to guide customers effectively.

What You’ll Bring  

• Solid technical skills and aptitude with a background in technical sales engineering, implementation, or technical support  
• 1+ years' experience in a customer-focused environment desired  
• Proven expertise in customer service  
• Experience using a Customer Relationship Management (CRM) system  
• Enthusiastic attitude and an engaging businesslike approach  
• Excellent oral and written communications skills  
• Experience with Microsoft Office required  
• Creative problem solver   
• Demonstrated ability to research to resolve customer inquiries  
• Ability to interact effectively with internal and external partners