Pharmacy Fulfillment Manager

The Pharmacy Fulfillment Manager is accountable for the overall performance, people leadership, and continuous improvement of pharmacy fulfillment operations at our Miami fulfillment center. This role leads day-to-day execution across the fulfillment team, balancing service, productivity, quality, compliance, safety, staffing, and cost. The Pharmacy Fulfillment Manager also establishes operating standards, develops leaders, monitors performance, resolves escalated issues, and partners cross-functionally to ensure accurate and timely prescription fulfillment. Reporting to the Director of Operations, this manager also provides direction for process improvement, technology adoption, workforce planning, and operational readiness.

Location: Full-time Onsite

Responsibilities

Operations Leadership & Accountability

• Own daily fulfillment execution, ensuring orders are processed accurately, safely, efficiently, and within established service expectations.

• Establish clear operating priorities, communicate expectations, and maintain accountability for department results across shifts and work areas.

• Coordinate staffing, workflow, and labor allocation based on volume, business priorities, service levels, and staffing availability.

• Ensure consistent adherence to SOPs, quality standards, pharmacy practice requirements, safety procedures, and company policies.

• Serve as the operational escalation point for complex fulfillment issues and coordinate timely resolution with the appropriate pharmacy, technology, customer service, or leadership partners.

People Leadership, Coaching & Workforce Planning

• Lead, coach, and develop fulfillment supervisors, technicians, and other team members; create a high-accountability, high-support environment.

• Set performance expectations, conduct regular coaching and performance reviews, recognize strong performance, and address performance gaps promptly.

• Build and maintain staffing plans that support forecasted demand, peak periods, coverage requirements, and business continuity.

• Develop team capability through onboarding, cross-training, succession planning, and ongoing training on procedures, systems, quality, and safety.

• Develop frontline leaders so the operation can perform effectively with appropriate management coverage when the Sr. Manager is unavailable.

KPI, Productivity & Service Management

• Own the fulfillment operating scorecard and regularly review productivity, service levels, accuracy, quality, backlog, staffing, and other department KPIs.

• Analyze trends, identify root causes, and implement corrective actions to improve throughput, quality, service, and labor productivity.

• Establish daily and weekly performance routines, including team huddles, metric reviews, action tracking, and escalation of risks.

• Partner with Finance and leadership as needed to understand labor and operating costs and identify productivity opportunities.

Process Improvement & Technology

• Identify and lead workflow improvements that reduce errors, rework, delays, and unnecessary touches while improving team capacity.

• Partner with technology, pharmacy, and other stakeholders on WMS, automation, systems, and process changes that improve fulfillment performance.

• Lead or support operational projects, pilots, and implementations from requirements through adoption, stabilization, and measurement of results.

• Ensure changes are documented, communicated, trained, and incorporated into standard work.

Inventory & Facility Operations

• Oversee fulfillment inventory practices, including availability, storage, organization, rotation, security, replenishment, and waste reduction.

• Partner with pharmacy and purchasing teams to prevent stockouts and minimize excess or obsolete inventory that could affect fulfillment performance.

• Maintain a safe, clean, organized, and efficient work environment and ensure equipment and work areas are ready for daily operations.

Quality, Compliance, Safety & Risk Management

• Maintain a strong quality culture focused on prescription accuracy, patient safety, documentation, and adherence to applicable pharmacy and company requirements.

• Monitor quality issues, incidents, and recurring defects; lead corrective and preventive actions and verify sustained improvement.

• Ensure required records, logs, audits, and training documentation are completed accurately and on time.

• Partner with the Pharmacist in Charge and other leaders when issues require clinical, regulatory, or pharmacy-level decision-making.

Cross-Functional Partnership & Communication

• Build strong working relationships with pharmacy verification, customer service, technology, inventory, and other support teams.

• Provide clear operating updates, risks, staffing needs, and performance trends to the Leader of Pharmacy operations and other stakeholders.

• Ensure effective communication and handoffs across shifts, teams, and locations, especially during peak periods or operational disruptions.

Business Continuity & Leadership Coverage

• Maintain documented contingency plans and leadership coverage for staffing shortages, system outages, volume spikes, and other operational disruptions.

• Delegate authority appropriately and ensure the Pharmacy Fulfillment Supervisor is prepared to maintain day-to-day operation when the Manager is out.

• Step in as the primary operational leader during critical events or staffing situations when required.

Qualifications

• Active Pharmacy Technician registration/license in good standing, as required by applicable state(s).

• 5+ years of progressive experience in a pharmacy, fulfillment, mail-order, specialty, or high-volume healthcare operations environment.

• 3+ years of people leadership experience with responsibility for frontline teams and operational performance.

• Demonstrated experience managing workflows, staffing, productivity, quality, and service levels in a high-volume environment.

• Strong knowledge of pharmacy operations, prescription fulfillment, inventory controls, quality processes, and applicable regulations.

• Demonstrated ability to use operational data and KPIs to identify trends, diagnose root causes, and drive measurable improvement.

• Experience with pharmacy management systems, WMS, order management systems, or related operational technology.

• Strong leadership, communication, coaching, problem-solving, and change-management skills.

• Ability to prioritize competing demands, work effectively under pressure, and make sound decisions in a fast-paced environment.

• Strong attention to detail and commitment to accuracy, patient safety, and operational excellence.

• Ability to lift and move boxes and materials as needed.