As an Executive Operations Leader, I have a proven success in pioneering change across complex industries. I have leveraged 20+ years of experience as a visionary professional, focused on fiscal management, P&L oversight, stakeholder engagement, and process optimization. Throughout my career, I have been recognized for my ability to drive strategic direction and create long-term business relationships. Additionally, I have led a large team to reach aggressive goals at a Fortune 20 company with $1B operational expense. Key Achievements Include: ✅ Lead team of 5.5K employees across multi-state and multi-function locations, including mail order operations (90M RXs/year, 3K employees), specialty pharmacy operations (8M RXs/year, 2.5K employees, critical care patients), and the leading fertility pharmacy in the US (500 employees, niche market)✅ Recognized for driving 11% growth in volume and reducing expenses 10% over 2 years by leading systems transformations, securing funding, and prioritizing key initiatives✅ Recruited to strategize Home Delivery Pharmacy Operations, managing a $880M budget and shipping ~100M prescriptions annually, with P&L responsibility for $18.8B revenue and $1B margin✅ Achieved 16.3% volume growth and $7.2M in margin by implementing the Physician Concierge Program, which improved patient care, increased physician communication, and reduced processing turnaround time by 25%✅ Served as a senior leader for American Express and led strategy for handling Suspicious Activity Reporting (SARs) in compliance with the USA PATRIOT and Bank Secrecy Acts, filing SARs for multiple business units and advocating for Fraud Operations during internal and external auditsContact me through this profile if you wish to connect.
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Vp Specialty Pharmacy OperationsExpress Scripts May 2014 - Jul 2024Tempe, AzResponsible for the patient experience and operations supporting more customized drug offerings. Examples include Oncology treatments, Ultra Orphan disease states, Freedom Fertility and Physician Concierge teams. Operations include call center, pharmacy, patient access and clinical nursing teams. -
Senior DirectorExpress Scripts Jan 2012 - May 2014Responsibility for the performance of three Mail Order Pharmacy sites in two states. Ownership of strategic business initiatives designed to improve cost, quality, delivery and safety.Indirect reports include over 1500 Pharmacy Technicians and 600 Pharmacists Deliver on synergies associated with integration of two large Pharmacy Benefit Manager organizations (Medco and Express Scripts)Mitigate risk and ensure ongoing patient servicing during transition of client volume to new IT… Show more Responsibility for the performance of three Mail Order Pharmacy sites in two states. Ownership of strategic business initiatives designed to improve cost, quality, delivery and safety.Indirect reports include over 1500 Pharmacy Technicians and 600 Pharmacists Deliver on synergies associated with integration of two large Pharmacy Benefit Manager organizations (Medco and Express Scripts)Mitigate risk and ensure ongoing patient servicing during transition of client volume to new IT platformWork with multiple business partners to ensure compliance with all Board of Pharmacy requirements across multiple states Show less
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Senior DirectorExpress Scripts Jan 2010 - Jan 2012Serve as Tempe site leader with end to end responsibility for pharmacy operations representing approximately 20% of the mail order prescription volume of the organization. Focus on achieving consistency with pharmacy locations across the enterprise through accountability, process alignment, strong communication and collaboration. Leadership of approximately 700 employees in a seven day a week, multiple shift environmentFocus on continuous improvement to solve complex operational… Show more Serve as Tempe site leader with end to end responsibility for pharmacy operations representing approximately 20% of the mail order prescription volume of the organization. Focus on achieving consistency with pharmacy locations across the enterprise through accountability, process alignment, strong communication and collaboration. Leadership of approximately 700 employees in a seven day a week, multiple shift environmentFocus on continuous improvement to solve complex operational problems which adversely impact patient safety and the cost of prescriptionsDeveloped and implemented a Lean Operating System to identify and eliminate waste, improve processes and utilize tools such as standard work and visual management to drive employee engagement Show less
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Senior DirectorExpress Scripts Aug 2008 - Jan 2010Direct oversight of day to day activities for multiple pharmacy locations within a Pharmacy Benefit Management organization. Responsible for all metrics within each Pharmacy to include financial performance, accuracy, compliance, service levels, patient/client satisfaction and employee engagement. Provide consistent service to diverse client base within each pharmacy to include both commercial and government contracts with varying performance guarantees and special handling… Show more Direct oversight of day to day activities for multiple pharmacy locations within a Pharmacy Benefit Management organization. Responsible for all metrics within each Pharmacy to include financial performance, accuracy, compliance, service levels, patient/client satisfaction and employee engagement. Provide consistent service to diverse client base within each pharmacy to include both commercial and government contracts with varying performance guarantees and special handling requirementsLeadership of both Collective Bargaining Unit (Union) and non-union workforces of approximately 550 employees, including both Pharmacy Technicians and PharmacistsOversight of multiple site budgets in excess of $47 million annually Show less
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DirectorExpress Scripts Mar 2008 - Aug 2008Responsible for leading the Pharmacy Technician population within a Mail Order Pharmacy representing multiple functions within the workflow of prescription processing. Focus on training and continuous education within this population to improve accuracy of deliverables to all upstream processes, reducing Pharmacist rework and cost of prescription processing. Leadership of approximately 400 employees, with 9 direct reportsFocus on productivity and accuracy in a process containing… Show more Responsible for leading the Pharmacy Technician population within a Mail Order Pharmacy representing multiple functions within the workflow of prescription processing. Focus on training and continuous education within this population to improve accuracy of deliverables to all upstream processes, reducing Pharmacist rework and cost of prescription processing. Leadership of approximately 400 employees, with 9 direct reportsFocus on productivity and accuracy in a process containing tremendous variability and the dependence on outside parties such as physicians and Board of Pharmacies in multiple statesDevelopment of an enhanced site culture based on growth in four attributes: collaboration, growth and learning, results orientation and change leadership Show less
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Director, Fraud OperationsAmerican Express Jul 2005 - Mar 2008Responsible for leading 200+ fraud analysts focused on balancing customer satisfaction with loss mitigation. Worked closely with business partners in Coporate Compliance, Risk Management, Customer Relationship Management and IT to develop and implement strategies to support customers, employees and shareholders. -
ManagerAmerican Express Mar 2004 - Jul 2005Led strategy for handling of Suspicious Activity Reporting (SARs) to the Financial Crimes Enforcement Network in adherence with the USA PATRIOT and Bank Secrecy Acts. This process filed SARs on behalf of multiple business units such as Remittance Processing, New Accounts, Global Security and Credit Operations. Served as the advocate for Fraud Operations and SARs to multiple internal and external audit reviews.Developed and implemented a web-based filing and repository system with… Show more Led strategy for handling of Suspicious Activity Reporting (SARs) to the Financial Crimes Enforcement Network in adherence with the USA PATRIOT and Bank Secrecy Acts. This process filed SARs on behalf of multiple business units such as Remittance Processing, New Accounts, Global Security and Credit Operations. Served as the advocate for Fraud Operations and SARs to multiple internal and external audit reviews.Developed and implemented a web-based filing and repository system with automated connections to dependent applications and processesSuccessfully completed multiple audit review activities without the citing of deficiencies or gaps Show less
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Manager, Fraud OperationsAmerican Express Feb 2003 - Jul 2005Responsible for leading compliance programs designed to mitigate risk and protect the American Express brand. Programs were based on regulatory compliance to the USA PATRIOT and Bank Secrecy Acts as well as Sarbanes Oxley. Worked with internal and external audit teams to evaluate health of compliance and constantly make adjustments to strengthen preventative and detective controls.
Jennifer Lord Education Details
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Master Of Business Administration -
Master Of Business Administration
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Business Management
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Business Management
Frequently Asked Questions about Jennifer Lord
What is Jennifer Lord's role at the current company?
Jennifer Lord's current role is Executive Operations Leader & Change Agent with Expertise in Complex Industries | Fortune 20 Leadership Background | Strategic Direction & Visionary Executive.
What schools did Jennifer Lord attend?
Jennifer Lord attended University Of Phoenix, University Of Phoenix, University Of Phoenix, University Of Phoenix.
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