House Rx

• Set the pace and raise the bar. Establish clear goals, cut through ambiguity, and hold the team accountable to shipping meaningful work with high quality. • Partner with product and design to shape the roadmap, make smart trade-offs, and keep engineering unblocking the business. • Build engineering processes that scale: sprint rhythms, incident response, code review standards. • Identify risks early and drive to resolution. • Lead and develop your team across all levels, providing coaching, career development, and performance feedback. Hold managers accountable for the output of their pods while investing equally in every direct report's growth. • Build a culture of high standards and continuous growth, where engineers do some of the best work of their careers. • Own and maintain a high bar for talent; define what great looks like and hold the standard. • Identify and develop future engineering leaders. • Provide architectural oversight across your pods, ensuring systems are scalable, maintainable, and built to last. • Champion best practices across code quality, observability, testing, and system design. • Stay close to the technical work to earn trust, spot issues early, and give grounded feedback. • Lead by example with AI development tools and set clear expectations for the team to do the same. • Evaluate and introduce AI tooling that improves developer velocity, code quality, and product capability. • Build a team culture that treats AI as a genuine productivity multiplier, not a novelty. • Help define House Rx's approach to responsible, high-leverage AI use in engineering.

• Conduct audits on order processing and patient/caregiver calls • Document findings and provide actionable feedback • Track and report on quality metrics and identify trends • Partner with teams to implement process improvements • Support quality assurance documentation and audit tools • Assist in creating quality-focused training materials • Maintain knowledge of platform workflows and specific requirements • Escalate quality concerns and support remediation efforts • Ensure services meet or exceed House Rx’s standards

• Develop a deep understanding of our clinical team members user journeys, the jobs to be done, and the pain points that we can improve • Continue to evolve and define our UX principles, frameworks and best practices • Collaborate across the entire organization to ensure you are getting the best feedback from the right people • Be a builder at heart with technical depth. You can understand how a feature is built in the codebase with the help of AI. You prototype quickly and effectively to get to feedback earlier. • AI-native. You've meaningfully changed how you work through AI. Not just using it to go faster, but rethinking what's possible. This shapes how you build, how you prototype, and how you think about your own productivity. • Create a culture of innovation, push back on preconceived notions, and approach problems with consistent patterns • Self-driven. You don't wait to be told what to do next. You find the problem, form a view, and move. But you also know when to check in before going deep. You have a strong nose for when to push forward and when to surface something. • Foster a culture of collaboration, continuous learning, discussion, and healthy debate. • Be willing to go above and beyond. Our team is at the nexus of bringing together ideas and making them a reality, and that involves a relentless focus on quality and a personality that thrives on creating community, delivering value, and improving oneself. • Stay up-to-date with industry trends and emerging technologies to identify opportunities for ongoing innovation & improvement.

• Develop a deep understanding of our clinical team members user journeys, the jobs to be done, and the pain points that we can improve • Continue to evolve and define our UX principles, frameworks and best practices • Collaborate across the entire organization to ensure you are getting the best feedback from the right people • Be a builder at heart with technical depth. You can understand how a feature is built in the codebase with the help of AI. You prototype quickly and effectively to get to feedback earlier. You don't need to write production code every day, but you know enough to be dangerous. • AI-native. You've meaningfully changed how you work through AI. Not just using it to go faster, but rethinking what's possible. This shapes how you build, how you prototype, and how you think about your own productivity. • Create a culture of innovation, push back on preconceived notions, and approach problems with consistent patterns • Self-driven. You don't wait to be told what to do next. You find the problem, form a view, and move. But you also know when to check in before going deep. You have a strong nose for when to push forward and when to surface something. • Foster a culture of collaboration, continuous learning, discussion, and healthy debate. . • Be willing to go above and beyond. Our team is at the nexus of bringing together ideas and making them a reality, and that involves a relentless focus on quality and a personality that thrives on creating community, delivering value, and improving oneself. • Stay up-to-date with industry trends and emerging technologies to identify opportunities for ongoing innovation & improvement.

• Architect and execute a comprehensive overhaul of our existing CI/CD pipelines (leveraging tools like GitHub Actions/Pipelines) to enhance speed, reliability, and security, preparing our delivery process for future growth. • Proactively identify, diagnose, and resolve complex infrastructure and application issues (performance, availability, scaling) across our production environments (primarily AWS, with exposure to GCP). • Design and manage infrastructure as code (IaC) using Terraform to provision and maintain resilient, scalable, and cost-effective cloud resources. • Collaborate closely with software engineering teams to embed SRE principles, optimize application performance, and eradicate developer friction points and bottlenecks. • Document technical systems, processes, and workflows thoroughly to ensure clarity, maintainability, and operational consistency.

Role Description We are seeking an experienced and dynamic Sr. Customer Success Manager to lead our customer initiatives by balancing three key responsibilities: Customer Success, Pharmacy Operational Management, and Financial Growth. This role requires expertise in building relationships, overseeing operations, and driving financial performance to ensure the success of our customer programs. This role will require travel to customer sites up to 50% of the time. Key Responsibilities: - Customer Success: - Relationship Building: Establish and maintain strong, collaborative relationships with key stakeholders, including dispensers, clinic staff, financial personnel, providers, and executives. - Effective Communication: Tailor communication to suit various audiences, ensuring clarity and alignment. - Objection Handling: Proactively address concerns and objections raised by stakeholders. - Presentation Skills: Master the use of House Rx template decks, customizing them to meet specific customer needs. - Operational Management: - Customer Advocacy: Serve as the voice of the customer in all internal discussions. - Proactive Monitoring: Regularly monitor communication channels, task queues, and documentation. - Issue Resolution: Distinguish between program-related and operational issues. - Operational Alignment: Conduct bi-weekly operational reviews with internal teams. - Financial Growth: - P&L Management: Oversee the program’s Profit & Loss statements. - Revenue Generation: Identify and implement new growth initiatives. - Customer Request Evaluation: Assess the financial and operational implications of customer requests. Qualifications - 8+ years of experience with a minimum of 3-5 years in program management or a similar role. - Experience/knowledge of the pharmacy space is required; specialty pharmacy experience preferred. - Strong relationship-building and communication skills. - Proficient in analyzing financial data and driving program growth through data-driven decision-making. - Experience in operational oversight, with a focus on issue resolution and process improvement. Requirements - Ability to connect with stakeholders at all levels. - Tailor communication to suit various audiences. - Utilize reassuring and confident communication techniques. - Conduct bi-weekly operational reviews with internal teams. - Oversee the program’s Profit & Loss statements. Benefits - Flexible work hours and flexible paid time off. - Work remotely. - Generous parental leave. - Comprehensive healthcare, vision, and dental benefits. - Competitive salary and equity stake.

House Rx is on a mission to make specialty medications more affordable and accessible for patients suffering from chronic illnesses like cancer and autoimmune disorders. We provide clinics with specialized technology and support from pharmacists and care coordinators to dispense medication directly to their patients, known as medically integrated dispensing (MID). This work will directly contribute to the company’s mission of making specialty medications affordable and accessible for patients— keep reading to learn more about the role, our team, and why House Rx is the right next step in your career! Applicants must be based in the United States and have permanent US work authorization. About the role We are seeking an experienced and dynamic Senior Clinical Operations Manager to lead our customer operations by balancing key responsibilities in Customer Success and Pharmacy Operational Management. Clinical Operations Managers (COMs) are specialty pharmacy SMEs with deep operational understanding. CSMs are the primary customer operational contact, managing workflow operations through daily interactions with clinic staff and resolving escalations cross-functionally, both inside the clinic and across House Rx’s internal team. A COM balances problem solving and rolling up their sleeves in the workflow. This role includes a significant people leadership component, coupled with the executive presence necessary to work with physician leaders at our clinics. In addition to overseeing daily operations, the COM is involved in quality audits and analyzing metrics in order to identify gaps - diagnosing the what/why and building effective action plans to get and stay ahead of issues. COMs also work closely with our Customer Success Managers, providing operational metrics for Monthly/Quarterly Business Reviews and working on optimization initiatives. The ideal candidate has specialty pharmacy experience and moved into a broader business role over time. This candidate thrives on providing great customer service, working flexibly in a fast moving and sometimes ambiguous environment, and leading a team. As a People Leader, the COM will be responsible for driving individual and team performance through consistent coaching, real-time feedback, and active mentorship - a hands-on manager for our hourly workforce. This candidate thrives in a fast-paced environment, focusing on developing the skills of our frontline hourly associates while ensuring key service metrics are met and career paths are forged. The COM role continues to evolve, allowing room for new ideas and the opportunity to shape what the role and the company look like moving forward. This is a high visibility role, with significant autonomy and frequent interaction with our clinical leadership team. COMs report to our VP of Clinical Operations. This role will be remote-based and require travel to customer sites. Most of our COMs travel ~20% of the time, but this may be higher or lower depending on the portfolio of customers (will be discussed further throughout the interview process). Key Responsibilities: Operational Management: - People Management: Oversee daily operations, manage schedule adherence, and maintain a high-energy culture. Balance operational efficiency with a supportive employee experience, ensuring our team is engaged, productive, and equipped to handle high call volumes. - Proactive Monitoring: Regularly monitor communication channels, task queues, and documentation to identify potential operational gaps before they impact customers. Aim for zero emergent escalations. - Issue Resolution: Distinguish between program-related and operational issues, addressing customer expectations independently when possible, and escalating Clin Ops-related concerns as needed. Take ownership of investigations and ensure swift resolutions, always keeping an eye to closing the loop and next steps. - Operational Alignment: Participate in operational reviews with internal teams, maintaining a high alignment score based on cross-functional feedback regarding clarity and execution. Work on optimization initiatives. - Customer Request Evaluation: Lead assessments of the operational implications of customer requests, working toward mutually viable and effective solutions. - Financial Growth: Support Customer Success Managers in identifying opportunities for financial growth initiatives within customer programs. Customer Success: - Relationship Building: Establish and maintain strong, collaborative relationships with key stakeholders, including dispensers, clinic staff, financial personnel, providers, and executives. Your ability to connect with stakeholders at all levels is essential. - Effective Communication: Tailor communication to suit various audiences, ensuring clarity and alignment. From engaging with prior authorization staff on operational details to contributing to strategic insights in Quarterly Business Reviews (QBRs), your communication should be both clear and impactful. - Objection Handling: Proactively address concerns and objections raised by stakeholders. Utilize reassuring and confident communication techniques to advocate for our program and ensure satisfaction across all organizational levels. Qualifications: - Experience: 8+ years of experience with a minimum of 3-5 years managing specialty pharmacy operations or a similar role, with a demonstrated track record of success in customer relations and operational management. Experience/knowledge of the pharmacy space is required; specialty pharmacy experience is strongly preferred - Skills: Strong relationship-building and communication skills, with the ability to adapt communication styles to various audiences; excellent time management skills with the ability to manage effectively across multiple customers. - Analytical Abilities: Proficient in analyzing operational metrics to identify/diagnose issues. - Operational Proficiency: Experience in operational oversight, with a focus on issue resolution and process optimization. Salary Range: Senior COM: $150,000-190,000 This range represents the low and high end of the anticipated base salary/wage. The actual base salary/wage will depend on several factors, including experience, knowledge, and skills. Actual compensation packages may include other elements such as equity, paid time off and benefits. Why You Should Join Our Team A career at House Rx offers the chance to work with a talented group of entrepreneurs, healthcare professionals, and technology builders who are passionate about improving specialty care and making it easier for patients to access the medication that they need. At House Rx, we strive to build and maintain an environment where employees from all backgrounds are valued, respected and have the opportunity to succeed. You'll find a culture that supports open communication, embracing failure as a learning opportunity, and always being open to new ideas—no matter how radical. We are a remote-first company, however, some pharmacy operations roles require onsite clinic presence. We’re committed to creating a positive and collaborative culture to achieve our mission, all while supporting our team members in all aspects of their lives—at home, at work and everywhere in between. In particular, we offer: Flexible work hours and flexible paid time off Work remotely Generous parental leave Comprehensive healthcare, vision and dental benefits Competitive salary and equity stake We’re backed by forward-thinking investors committed to transforming healthcare, including Bessemer Venture Partners, First Round Capital, LRV Health, NEA, Town Hall Ventures, Khosla Ventures, Maverick Ventures, 1984.vc, and Character

• Complete prior authorizations • Source financial assistance on behalf of patients • Process pharmacy claims • Coordinate medication dispensing and shipping • Dispensing functions including medication ordering, labeling and ensuring proper verification is complete • Improve the patient experience by answering questions and requests via phone • Act as a liaison between the patient, their provider and the pharmacist

• Identify problems that deserve our investment and effectively articulate the problem, the impact on the business, and the level of investment this problem deserves. Collaborate with the rest of the Product, Engineering & Design teams to develop the best roadmap for the business. • Facilitate and drive action throughout the entire product development process: identifying a problem, collaborating with others to develop the simplest solution possible, documenting requirements, and driving clarity and context for the engineering team, culminating in a successful product launch. • Empower your team to move fast and iterate quickly. Ensure that the engineering & design teams you work with have the context they need to make quick decisions about the project as they go. Empower the team, fostering a culture of collaboration, continuous learning, and healthy debate and discussion. • Be willing to go above and beyond. Our team is at the nexus of bringing together ideas and making them a reality, and that involves a relentless focus on quality and a personality that thrives on creating community, delivering value, and improving oneself. • Stay up-to-date with industry trends and emerging technologies to identify opportunities for ongoing innovation & improvement.

• Join House Rx as a Shared Services Project Manager, where you will play a pivotal role in enhancing access and affordability of specialty medications for patients. • Primary leader of customer facing calls, accountable for the completion of implementation steps • Implementation project management through customer calls, timely follow up, and use of project management tools • Responsible for coordination with sales and program manager team to bring visibility to implementation progress and blockers • Coordination with leadership to drive implementation process efficiencies for credentialing, IT workstream, and other implementation related activities • Support for initiatives and related project work • Ensure our clinic partners maintain adequate inventory & supplies to meet the needs of their patients • Work with clinic teams to streamline processes and workflows in coordination with clinical operations team • Manage any issues with patient prescription attainment, including tracking packages, troubleshooting carrier issues, and monitoring work queues as assigned. • Troubleshoot issues with claim processing, payment processing, equipment function (barcode scanners, label printers) and escalate to internal resources as appropriate • Triage support issues related to our PMS Platform for new and existing clinic partners • Act as a liaison between the patient, provider and our operational team to effectively and efficiently resolve issues.