Job Description

ABOUT OPENLOOP OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states. About the Role OpenLoop's mission is to bring care anywhere by powering telehealth solutions at scale. The Pharmacy Operations & Supply Chain team owns the journey from the moment a provider writes a prescription to the moment medication reaches the patient's door. Today that journey breaks in predictable but unowned ways: orders stall before reaching the pharmacy, stall at the pharmacy awaiting clarification, or stall in transit during a cold-chain shipment that can't tolerate delay. Resolution is manual, split across several people, and dependent on daily spreadsheet exchanges with pharmacy partners. As Order Fulfillment Specialist, you are the single owner of that end-to-end flow. You'll take a process that currently runs on manual intervention and turn it into a scalable, instrumented system — resolving today's queue while partnering with Product to build the tooling that eliminates the manual work entirely. This role has broad latitude to define how fulfillment operations work at OpenLoop. What You'll Do - Own end-to-end accountability for order flow: order placed → received by pharmacy → shipped → delivered to patient. - Own and drive down the order exception queue; diagnose root cause across licensing, provider-state coverage, system/API, and address-validation failure modes rather than clearing symptoms. - Replace today's manual order-reconciliation process (daily spreadsheet exchanges and manual note capture) with standardized, documented, scalable workflows. - Define and own process for carrier delivery exceptions — delays, returns to sender, and cold-chain temperature excursions requiring replacement — so patients receive medication on time. - Partner with Product and Engineering to specify, prioritize, and validate tooling that automates order triage, status visibility, and exception handling.

- Drive cross-functional resolution with Licensing & Credentialing, Product/Engineering, and pharmacy partners; establish the recurring cadences and handoffs that prevent recurrence. - Build the metrics, runbooks, and reporting that make fulfillment quality visible and hold the process accountable as volume scales. - Other duties as assigned. Who You Are You're an operator, not an administrator. You're energized by walking into an unstructured, high-volume process and rebuilding it — and you're comfortable being the person who pushes cross-functional partners for the what, why, and how until something actually changes. Required Qualifications - Bachelor's degree or equivalent experience. - 5+ years in fulfillment, logistics, or operations, with demonstrated ownership of end-to-end process design — not just execution within an existing process. - Track record of diagnosing where work gets stuck and building the process or tooling that unsticks it at scale. - Experience partnering with Product/Engineering to translate operational problems into tooling requirements. - Strong cross-functional influence; able to drive urgency and accountability across teams you don't own. - High attention to detail with comfort working in order management, tracking, and ticketing systems. Preferred Qualifications - Healthcare, pharmacy, or other regulated-operations experience. - Cold-chain, perishable, or time-sensitive shipping experience. - E-commerce, 3PL, or last-mile delivery operations background. - Experience with process automation or workflow tooling implementations.

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