Senior Manager of US Fulfillment

Ready to revolutionize healthcare, making it faster and more accessible than ever before?

How we started:

Back in 2013, our founder Dwayne D'Souza saw an opportunity to give people faster and more convenient access to medications using technology. We've grown rapidly since our inception, without any external funding whatsoever - achieving profitability through innovation and a highly disciplined approach to growth.

Where we are now:

We've earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products - spearheaded by leading in-house medical teams, researchers and pharmacists. Between 2023 and 2024 our global revenue tripled; 60m to 180m (300% year-on-year growth). We're looking to do the same in 2025; move into new territories, and further accelerate our growth journey. There's never been a more exciting time to join HeliosX.

Where we're going:

Over the next five years, you'll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You'll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone.

Come be a part of making our dream of easier and faster healthcare a reality!

The Opportunity

The Senior Manager of US Fulfillment will direct the US fulfillment operation. They will oversee all day-to-day pharmacy and fulfillment activities at the US Hub to ensure customer promise dates, and SLA are met in line with cost to serve and quality targets across all brands in the group. Serving both retail and direct to consumer customers as well as collaborating with the Clinical Team to ensure operations remain compliant and high quality at all times. They serve as part of the Global Operations SLT.

This is a full time, permanent role. It will be based on site Monday to Friday at our Pharmacy/Warehouse in Delray Beach, Florida.

What You'll Be Doing

Team and Stakeholder Management

• Oversee all day-to-day activities at the site to ensure smooth running of operations.
• Line manage Operations Manager, Ops Support and onsite Pharmacists, ensuring all directs are accountable for their given targets.
• Develop and implement a data-led performance management framework for all roles on site.
• Promote and drive engagement on the site, including being a key stakeholder in the Employee Voice Committee and overseeing associated engagement budget.
• Collaborate with the external stakeholders across supply chain, clinical and manufacturing functions.

Pharmacy and Fulfillment Operations

• Oversee efficiency of site operations, and own the total Pharmacy and Fulfillment CtS budget and SLAs for the site.
• Prepare regular reporting for budget and SLAs, attend weekly performance meetings and recommend actions based on analysis.
• Own operations cost centre including budgeting and re-forecasting processes.
• Oversee and optimize labour plans each week in line with demand and cost to serve targets.
• Undertake labour and capacity planning, and set appropriate hiring targets in line with growth forecasts.
• Ensuring robust performance metrics are in place for individuals, and that we track productivity on all activities.
• Identify and deliver improvement projects for the site to increase productivity and support the business to scale.
• Oversee all aspects of outbound fulfillment inc. logistics supplier relationship, budget and carrier performance.
• Oversee returns process with clear steps to drive corrective actions in the dispensary/outbound process to reduce returns rate.
• Optimize outbound planning to reduce customer lead time and reduce shipping cost per unit.
• Ensure all necessary operational processes are in place to launch new treatments.
• Communicate any system changes needed to improve productivity, and collaborate with cross-functional stakeholders to implement these effectively.
• Supporting the ERP implementation project.

Quality and Governance

• Partner with the clinical team to ensure operations remain compliant at all times, and support quality improvement projects as required.
• Ensure processes are implemented in line with SOPs and adhered to by the team to ensure quality and compliance of operations.
• Oversee reporting in line with quality framework, ensuring data is accurately inputted by the team.
• Ensure appropriate operational training is available and completed by team as required (onboarding and continuous).
• Readiness for regulatory inspection from external bodies / auditors.
• Ensure all necessary operational SOPs are in place, up to date, and signed by relevant team members.

Warehouse Management

• Oversee all aspects of facilities and site management, ensuring appropriate risk assessments, policies and processes are in place.
• Take accountability for warehouse security and health and safety, to ensure we provide a safe working environment.
• Oversee replenishment processes to enough stock is available in the dispensary (escalating to Supply Chain when stock is low).
• Explore automation opportunities within the warehouse / packing process.

What You'll Bring to HeliosX

• You have managed and led a large fulfillment centre or similar - General Manager or equivalent (5 years+)
• You have worked with logistics providers and various service providers and re-negotiated pricing and contracts.
• You have e-commerce operations start up / scale up experience, large volume, complex direct to consumer fulfillment background.
• You have experience in pharmacy dispensary processes is advantageous, but not essential.
• You have previous experience of full site budget ownership, target setting and tracking metrics.
• You have experience within automation identification / implementation within an operational setting.
• You have previous experience overseeing flexible labour models in line with demand planning.
• You have a strong understanding of operational excellence and process improvement.
• You consider yourself a strong leader with the ability to hold their team accountable to performance targets.
• You are process and data driven - an ability to dive deep.
• You showcase strong stakeholder management - influence across wider commercial, product / systems and supply chain functions.
• You are experienced in Safety Management - OSHA recognized safety certification.
• You are experienced in Project management and Process Improvement training.
• You are skilled in ERP, excel / google sheets and data capture and interpretation

Life at HeliosX

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all-star team, here are the other benefits of coming on board:

• 12 days of Paid Time Off (not including 6 days paid holiday)
• Private Medical Insurance with United Healthcare
• Dental and Vision Care coverage with Guardian
• Enhanced parental leave
• Employer retirement contribution of 3% match through Guideline 401(k)
• Headspace subscription, with an option to add up to 5 friends or family
• Equipment needed for your role, ie. laptop and headset
• Free Kindle ebooks, and Audible subscription
• Access free HeliosX products and enjoy family discounts

#LI-Senior #LI-Onsite

Salary Banding

$140,000-$170,000 USD