Lead, Fulfillment Operations

About Conduit Health Conduit Health is transforming one of the most outdated corners of post-acute care—getting essential medical equipment and supplies into patients’ homes. We’re the first vertically integrated, AI-powered platform to unite ordering, telehealth, prescriptions, insurance, and fulfillment into one seamless experience. In seconds, case managers and providers can say “yes” to patients who would otherwise wait weeks—while we handle every step behind the scenes. The Role We're looking for a Fulfillment Operations Leader to own Conduit's fulfillment and distribution operations end-to-end. You will be the operational owner of how supplies get from our distribution partners to patients across the country. You will manage our distribution partner relationships, hold them accountable to delivery and quality standards, and build the operational infrastructure that enables us to scale nationally. You'll work closely with our Clinical Operations, Support, Product, and Fulfillment teams to ensure every patient gets the right supplies, on time, at the right quality. Who You Are Distribution Owner: You don't wait to be told there's a problem - you see it first and fix it. Process-Driven: You build reliable systems - SOPs, escalation paths, and feedback loops, not one-off fixes. Compliance-Minded: You understand healthcare regulations (HIPAA, Medicare/Medicaid) and use them to set the bar with vendors. Collaborative: You partner naturally with Clinical, Support, and Product teams - and you translate operational realities into product improvements. Data-Fluent: You track KPIs, spot trends, and present insights to leadership clearly. Patient-First: You understand that every delay or error has a real impact on a real patient. Examples of What You'll Do Own end-to-end fulfillment operations : Drive continuous improvement across the full workflow in partnership with Product/Eng. Manage and develop all distribution partner relationships : holding partners accountable to delivery timelines, supply quality standards, and product margin targets. Build the partner infrastructure to support national scale : identify coverage gaps, onboard regional partners, and ensure reliable fulfillment across every state we operate. Maintain and improve our ticketing system for delivery issues, returns, and supply quality complaints - ensuring every issue is tracked, routed, and resolved with accountability. Build and own the feedback loop between Support and Fulfillment ops - turning recurring patient complaints into systemic fixes, and improving delivery transparency for patients. Track and report on core KPIs : delivery timelines, supply quality, distribution partner performance (including margin), ticket resolution, and patient experience. Collaborate cross-functionally with Clinical, Support, Payor Development, and Product teams to share insights, improve workflows, and address operational challenges. What You'll Bring 2-3+ years in healthcare operations, DME, or logistics - 3PL experience is a major plus. Direct experience managing distribution or fulfillment partners. Strong working knowledge of Medicare/Medicaid billing and healthcare compliance (HIPAA). Experience with ticketing or workflow management systems. Exceptional attention to detail and ability to manage multiple active issues simultaneously. Stellar communication skills - with partners, patients, and internal teams alike. Strong data skills - you can pull a report, spot a trend, and present it clearly to leadership. Genuine passion for improving patient outcomes through better operations. Values Excellence, Not Perfection – We set a high bar for our work and impact, but we don’t get lost in endless polish for polish’s sake. We focus on results that matter. Urgency, Not Chaos – We move fast because speed drives our advantage. We pair urgency with clarity to avoid noise and burnout. Systems, Not One-Offs – Every solution should eliminate the root cause so the problem never returns. Wins are good; scalable systems are better. Committed, Not Just Here – We show up engaged, proactive, and ready to go above and beyond. It’s not about working 24/7 — it’s about caring deeply and leaning into our shared mission. The outcomes you drive are what matter most. Crush Goals, Not Souls – We take our work seriously, but not ourselves. Be yourself, bring positivity, have fun, and laugh often. Compensation & Benefits Competitive salary with performance-based incentives. Flexible working environment (3 in-office days per week in New York). Unlimited PTO + 9 company holidays. Direct mentorship and growth opportunities with senior leadership. Equal Opportunity Conduit Health is an equal-opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. #J-18808-Ljbffr Mosaic.tech