Hims & Hers is looking for an Order Management Specialist to join our remote team. You will play a key role in the day-to-day processing of customer orders by supporting our Pharmacy and Fulfillment partners and internal stakeholders in identifying and resolving order issues. You will serve as a liaison between local operations and the Order Management team, building relationships that surface insights and strengthen collaboration.
What You'll Do
- Support daily order issue review and resolution, determining the most effective path forward with cross-functional partners including Pharmacy, Fulfillment, Telemedicine, and Customer Experience.
- Provide real-time onsite support to resolve issues that prevent accurate and timely order fulfillment.
- Utilize multiple systems and platforms to investigate, track, and resolve order exceptions and alerts, including systematic issues and pharmacy rejections.
- Act as an on-site liaison for the Order Management team, building relationships with Pharmacy and Fulfillment teams to surface and contextualize facility-specific challenges.
- Assess and prioritize competing order issues while balancing patient care and safety, urgency, and business objectives to drive prompt order resolution.
- Contribute to and maintain complex formula and script-driven spreadsheets, ensuring accuracy and data integrity to support trend analysis.
- Contribute to individual and team KPIs and SLAs with timely reporting and resolution of issues.
- Partner with the team to maintain Order Management resources and workflows, ensuring documentation remains accurate and up to date.
- Work comfortably in a team environment as well as independently, including providing coverage for team members as required.
- Support ad hoc projects and requests based on business needs.
What We're Looking For
- 3+ years of relevant experience
- Customer Support and/or Operations experience
- Meticulous attention to detail
- Strong problem solving skills with emphasis on pattern recognition
- Proven ability to prioritize effectively in a fast-paced environment
- Self starter and strong follow through and accountability
- Clear and proactive communication skills
- Systems-minded, adept at learning new platforms quickly
- Proficient with spreadsheets and manipulating data (Excel or Google Sheets)
- Highly collaborative and team oriented
Nice to Have
- Experience in Telehealth and/or Pharmacy a plus
- Certificate as Pharmacy Technician desirable, but not required
Team & Environment
You will serve as a liaison between local operations and the Order Management team.
Benefits & Compensation
- A dynamic, open & honest culture of collaborative co-workers where diverse perspectives are welcome & valued
- Competitive pay
- Potential equity compensation
- ESPP Plan
- Flexible PTO
- Holidays observances
- Quarterly Mental Health Days
- High-coverage medical, dental & vision (FSA & HSA plan options)
- Pet Insurance
- One Medical Membership
- Disability Benefits
- Employee Assistance Program
- Life and AD&D Benefits
- Fitness stipend
- Backup childcare
- Family forming resources
Work Mode
This is a fully remote position.
Hims & Hers 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.
