Order Management Specialist ,Gilbert, AZ

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".

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 escalates 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.

• 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 requests based on business needs.

• 3+ years of relevant experience
• Customer Support and/or Operations experience
• Experience in Telehealth and/or Pharmacy a plus
• Certificate as Pharmacy Technician desirable, but not required
• 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

Offering competitive benefits are a top priority for our company; we are extremely proud of the benefits we are able to offer to employees. Some of the benefits our team members are able to enjoy include:

• A dynamic, open & honest culture of collaborative co‑workers where diverse perspectives are welcome & valued
• Competitive pay
• Potential equity compensation
• ESPP Plan
• Flexible PTO
• Holiday 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