Fulfillment Operations Manager

About This Role

Fulfilling prescriptions and getting them into patients' hands is the core of this role, which manages the mailroom and fulfillment department. This position is for someone who has experience running high-volume fulfillment operations with a focus on metrics and precision, ensuring both efficiency and patient safety in a two-shift compounding pharmacy environment. It is a hands-on leadership role for an expert ready to scale operations.

Responsibilities

• Own full operational performance of the mailroom and fulfillment department, including packing, pack-out, label application, and patient verification, across a two-shift, high-throughput operation
• Continuously improve throughput and processing time through workflow design, staffing optimization, and process discipline, without compromising accuracy
• Design, document, and continuously refine fulfillment workflows, including pack stations, label verification checkpoints, and patient-matching protocols
• Own label accuracy and patient verification as non-negotiable quality checkpoints, implementing redundant verification steps to catch errors before a package ships
• Build and manage daily staffing plans that match labor to volume across both shifts in real time
• Track and report key fulfillment metrics daily, including throughput, processing time, error rates, and on-time ship rate, and use that data to drive continuous improvement
• Lead, coach, and develop the fulfillment team, setting clear performance expectations, training to standard, and holding the team accountable to speed and accuracy benchmarks
• Identify and implement process improvements, equipment upgrades, or automation opportunities that increase throughput and reduce error rates
• Manage inventory flow through the fulfillment area, partnering with supply chain and lab operations to ensure packaging materials, shipping supplies, and labels are always in stock
• Partner closely with Customer Service, Lab Operations, and the Pharmacist team to ensure a seamless handoff from verified prescription to shipped package, resolving issues at the source
• Maintain a safe, organized, and efficient physical workspace that supports sustained high-volume output
• Monitor shipping carrier performance and relationships, ensuring packages ship on time and any carrier-related issues are resolved quickly
• Report regularly to the Director of Customer Service on throughput, accuracy, staffing needs, and operational risk

Requirements

• 3–5 years of experience leading a high-volume fulfillment, distribution, or mailroom operation
• Demonstrated track record of managing and improving per-unit processing time in a high-volume environment
• Deep understanding of pack-out operations, label verification systems, and quality checkpoints designed to catch errors at scale