Customer Fulfillment & Channel Operations Manager

GE HealthCare is a leader in healthcare technology and services, and they are seeking a Customer Fulfillment and Channel Operations Manager. This role is responsible for overseeing the execution of product flow across key customers and distribution partners, while ensuring alignment to supply plans and optimal inventory positioning.

Responsibilities:

• Develop and manage customer-level allocation strategies across customers, distributors, and channel partners to optimize product availability and equitable distribution
• Monitor execution against allocation plans; identify deviations and implement corrective actions
• Partner with Demand Planning, Commercial, and Finance teams to continuously refine allocation models based on evolving supply-demand dynamics
• Serve as primary operational owner for wholesaler partnerships, ensuring alignment on priorities, performance expectations, and issue resolution
• Lead recurring operating cadence (e.g., weekly/bi-weekly calls) with key distribution partners
• Establish strong, collaborative relationships that drive transparency, accountability, and performance improvement
• Track and analyze customer and partner inventory metrics, including Days on Hand (DOH), fill rate, and stock positioning
• Identify and proactively mitigate risks (e.g., stock imbalances, excess inventory, shortages, allocation leakage)
• Deliver data-driven insights and recommendations to improve inventory health and service levels
• Oversee order management processes to ensure accuracy, timeliness, and alignment to allocation strategy
• Monitor shipment performance and resolve fulfillment exceptions in partnership with logistics, customer service, and channel partners
• Drive end-to-end visibility and accountability across order-to-delivery workflows
• Lead resolution of complex operational issues with customers, distributors, and channel partners, including backorder management and order accuracy challenges
• Standardize and improve processes to enhance customer experience, operational efficiency, and scalability
• Identify systemic issues and implement sustainable solutions across partners
• Lead execution of channel partners communications for product recalls, supply disruptions, and other critical events
• Ensure communications are timely, accurate, and aligned across internal and external stakeholders
• Coordinate cross-functional response to minimize customer and business impact
• Develop and maintain a comprehensive Channel Partners Operations Playbook, including: Key partner contacts and escalation pathways, Standard operating procedures (SOPs), Partner-specific requirements and nuances
• Drive standardization while accommodating necessary partner-specific variations
• Lead periodic business reviews with wholesalers, focused on performance, risks, and opportunities
• Develop KPIs and dashboards (e.g., fill rate, inventory health, allocation adherence) to track performance
• Drive accountability through structured performance discussions and action plans

Requirements:

• 5+ years of experience in supply chain, operations, distribution, or commercial operations
• Proven experience managing external partners (e.g., wholesalers, distributors, vendors)
• Strong analytical and problem-solving skills with ability to translate data into actionable insights
• Demonstrated ability to manage complex, cross-functional processes
• Excellent communication, influence, and stakeholder management skills
• Self-starter with strong ownership mindset and ability to operate independently
• Experience in pharmaceutical, healthcare, or regulated industries
• Expertise in allocation planning, inventory management, and order fulfillment processes
• Experience leading business reviews and driving partner performance management
• Proficiency with data and systems (e.g., Excel, SAP/S4, Power BI, ERP platforms)