Hims & Hers Health, Inc. (better known as Hims & Hers) is a multi-specialty telehealth platform building a virtual front door to the healthcare system. Hims & Hers connects consumers to licensed healthcare professionals, enabling people to access high-quality medical care—from wherever is most convenient—for numerous conditions related to primary care, mental health, sexual health, skincare, and more. Launched in November 2017, the platform also offers thoughtfully created and curated health and wellness products. With products and services available across all 50 states and Washington, D.C., Hims & Hers’ mission is to make it easier for all Americans to access affordable care and treatment for conditions that impact their daily lives. In January 2021, the company was listed on the NYSE at an initial valuation of $1.6 billion and is traded under the ticker symbol “HIMS”. To learn more about our brand and offerings, you can visit forhims.com and forhers.com.

The Director of Order Management is a critical role in the Operations organization. The position is key to our success by ensuring customer orders are shipping on time and in full from our inhouse and third party fulfillment pharmacies. The successful candidate will manage a growing team; aiding them by removing roadblocks and addressing challenges, as well as managing relationships with our internal and external fulfillment partners.

Responsibilities: 

• Lead a team responsible for on-time shipping of customer orders from both third party and internal pharmacies
• Establish strong relationships with third party and internal fulfillment locations to drive improved performance and higher customer satisfaction
• Develop strong relationships with cross-functional operations teams, including Customer Support and Medical Operations to improve how we serve the customer, including developing new processes and tools to support future growth
• Identify issues related to fulfillment locations and proactively address them with your team - developing a toolkit of solutions to minimize delays or outages 
• Represent all fulfillment locations with regards to new product launches - understanding capacity or functionality constraints to ensure we set our pharmacies up for success
• Work with the product team to develop the next generation of tools to support order growth and complexity
• Develop a continuous improvement mindset looking for opportunities to optimize key fulfillment parameters (e.g. on-time shipping, rejection rates, backorders)
• Develop and report fulfillment KPIs, contributing to the Operational Health Dashboards that are circulated amongst senior leadership
• Provide leadership to your team members, focusing on their career development and providing coaching and mentoring

Experience & Skills: 

• 8+ years experience in Operations roles required
• 5+ years experience in an order management role
• 3+ years experience as a people manager
• Previous startup experience preferred
• Strong written and verbal communication skills
• Ability to multitask and navigate through various systems and tools
• Data-driven and highly analytical. Experience in using data and metrics to optimize fulfillment and improve KPIs
• Highly skilled at problem solving and inventory management techniques
• Excellent written and verbal communication skills
• Comfort with Microsoft Office and Gmail, as well as learning new technologies
• Proactive in identifying opportunities for improvement and driving solutions

Hims is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Hims considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.