About Willow:

Willow is a telehealth company focused on weight loss, offering personalized care and science-backed solutions. By combining expert medical guidance with convenient home delivery, Willow helps patients achieve sustainable results—supporting their health journey every step of the way.

About the role:

The Pharmacy Partner Lead owns the day-to-day and performance of our pharmacy partners. This person is the primary liaison to current pharmacy partners and the internal point of coordination across teams (Ops, Product, Clinical, Support, Finance) to ensure smooth execution, fast issue resolution, and accurate commercial operations. You’ll maintain strategic B2B partnerships, keep pricing and contracts current, run weekly/biweekly operating rituals, and manage the invoice reconciliation process end-to-end.

Seniority level: Mid level

Responsibilities:

• Serve as the main point of contact for assigned pharmacy partners, building trusted, responsive relationships.
• Maintain strategic partnerships by proactively identifying risks, opportunities, and improvement areas.
• Coordinate partner communications (updates, escalations, operational changes, rollout notices).
• Partner closely with the Pharmacy Specialist to track, map, and resolve operational issues, including recurring pain points and process breakdowns.
• Responsible for partner performance and reports, and making sure Pharmacy Playbooks & SOPs are always up to date.
• Oversee and collaborate on processes for critical incidents: escalation, partner comms, internal alignment, and post-incident follow-ups.
• Recommend and execute process improvements to reduce friction and improve partner and patient experience.
• Act as the “voice of the pharmacy partner” internally—aligning cross-functional stakeholders on priorities and timelines.
• Lead & arrange weekly and biweekly rituals (e.g., partner ops review, incident review, KPI review), including agenda creation, facilitation, notes, and action tracking.
• Keep prices, fee schedules, and contract data updated and accessible; coordinate updates with internal owners.
• Manage the invoice reconciliation process: validate accuracy, investigate discrepancies, coordinate approvals, and ensure timely resolution.
• Maintain clean documentation (contracts, amendments, pricing tables).
  
  

Requirements:

• 3–6+ years experience in partner operations, vendor management, pharmacy operations, or account management (or similar).
• Strong cross-functional coordination skills; you can drive action without direct authority.
• Experience managing operational escalations and structured incident workflows.
• Comfort working with contracts/pricing tables and reconciling invoices (detail-oriented, audit mindset).
• Comfortable in working through different g-suite tools and with data analysis and interpretation.
• Excellent written and verbal communication with external partners and internal stakeholders.
  
  

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! 🌍