Order Management Specialist - Remote

Hims & Hers is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are redefining healthcare by putting the customer first and delivering access to care that is affordable, accessible, and personal, from diagnosis to treatment to delivery. No two people are the same, so we provide access to personalized care designed for results. By normalizing health & wellness challenges and innovating on their solutions, we’re making better health outcomes easier to achieve. 

Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS.” To learn more about the brand and offerings, you can visit hims.com/about and hims.com/how-it-works . For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www.hims.com/careers-professionals.

Order Management Specialist - Remote

Hims & Hers Health, Inc. (better known as Hims & Hers) is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are revolutionizing telehealth for providers and their patients alike. Making personalized solutions accessible is of paramount importance to Hims & Hers and we are focused on continued innovation in this space. Hims & Hers offers nonprescription products and access to highly personalized prescription solutions for a variety of conditions related to mental health, sexual health, hair care, skincare, heart health, and more.

Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS”. To learn more about the brand and offerings, you can visit hims.com and forhers.com, or visit our investor site. For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www.hims.com/careers-professionals.

About the Role:

As an Order Management Specialist, 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. While your core focus will involve driving order issue resolution, maintaining data accuracy, and supporting process improvements, your on-site presence provides valuable visibility into facility-specific challenges and opportunities, empowering you to identify, act on, and escalate issues or process gaps to the appropriate stakeholders for resolution. You’ll serve as a liaison between local operations and the Order Management team, building relationships that surface the right insights to the right people and strengthen collaboration across on-site and remote teams.

Responsibilities:

• 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 that impact order flow.

• 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 and root cause identification.

• 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.

• Comfortable working in a team environment as well as independently, including providing coverage for team members as required.

• Support ad hoc projects and re