Healthcare Operations Manager

About the Role

We take care of our employees, and they take care of our customers! Join a global logistics company where professionalism, leadership, and a friendly environment foster an innovative, customer service-based approach to logistics. As a Healthcare General Operative within the GDP Warehouse environment, you will ensure all Healthcare products are handled and stored in accordance with current Good Distribution Practice (GDP) best practices.

Expeditors is a Fortune 500 company with over 19,000 trained professionals in a worldwide network of 350+ locations across six continents. Our mission is to recruit, train, and retain the best logistics and technical experts globally, with over 50% of employees staying for five years or more. We offer unique compensation programs and opportunities for growth and career development.

Responsibilities

• Conduct all GDP tasks as they relate to the district facility type and GDP Customer requirements outlined in the QA & Customer SOP.
• Ensure facilities and equipment in Expeditors-owned or leased locations are maintained to GDP standards.
• Take responsibility for risk-assessing all factors that may impact GDP activities or customer products.
• Report security issues to the site security manager and ensure facility exits are secure, preserving security, temperature-controlled areas, and rodent control.
• Physically segregate non-compliant stock and act on instructions to quarantine returned, rejected, recalled, or falsified products.
• Maintain premises and equipment to required GDP cleanliness standards through a continued cleaning program.
• Report any sightings of pests or rodents.
• Adhere to approved Quality Agreements and Service Level Agreements in line with Customer SOPs.
• Ensure compliance with agreed customer requirements as documented in the Customer SOP.
• Use only GDP-approved service providers when requested by the customer.
• Work with Branch CR to manage Corrective Actions and Preventive Actions (CAPA), ensuring appropriate documentation and timely implementation.
• Inform customers in writing of any shipment issues.
• Lead GDP initiatives in the district related to office operations and warehouse activities.
• Attend conference calls with the Healthcare Regional Team and participate in relevant meetings to discuss GDP compliance.
• Participate in District Business Continuity Plan (BCP) reviews where warehouse/storage contingency plans apply.
• Engage with Account Managers of district GDP customers to support GDP quality topics.
• Serve as the primary point of contact for strategic RFQs with Product, GEO, and CHQ Pricing teams.
• Work with the Vertical team to understand thermal packaging capabilities and incorporate them into unique solutions.
• Manage thermal packing and temperature-controlled (TC) equipment, including dataloggers, thermal equipment, and Cargo Signal.
• Oversee transitions and implementations for Healthcare customers.
• Ensure key Healthcare attributes are included in SOPs and operational processes.
• Develop a strong understanding of core carrier capabilities, maintain capability matrices, and align carrier strengths with Expeditors' and customers' needs.
• Collaborate with carriers on executing unique, strategic solutions.
• Adhere to Operational Process Standards (OPS) to ensure consistent and quality services.
• Ensure compliance with local and standard GDP requirements as documented in OPS.
• Maintain GDP document control, ensuring current versions are used, recorded, and retained in compliance with OPS and local regulations.
• Complete GDP documents related to storing, picking, and distributing Healthcare products in compliance with Good Documentation Practice.
• Participate in internal and external GDP audits, including self-assessments and customer or regulatory audits.
• Communicate results of all internal and external audits.
• Report any issues related to Healthcare products that may not comply with customer or regulatory standards to the Healthcare Operations Manager.
• Report suspicions of falsified or counterfeit products immediately to the Healthcare Representative.
• Ensure GDP trainings are current and compliant with Expeditors' GDP Training Map and GDP regulations.
• Oversee the onboarding of new Healthcare customers and align Customer SOPs with Healthcare/GDP requirements.
• Coordinate the implementation of Quality Technical Agreements and Service Level Agreements with the Healthcare group and legal department.

Key Performance Expectations

• Exceptional Customer Service: Exceed customer expectations by anticipating, understanding, and meeting needs. Be proactive in resolving issues, including escalating to management when necessary. Build rapport and exhibit empathy during interactions.
• Job Execution: Complete quality work that matches job expectations. Commit to operational excellence and continuous improvement while ensuring compliance with company policies and government regulations.
• Reliability: Consistently meet deadlines, be punctual, and manage time effectively. Prioritize tasks and stay organized.
• Collaboration: Accomplish job responsibilities without constant prodding and assist others to benefit the company and customers. Work harmoniously with superiors and colleagues.
• Communication: Listen effectively and communicate professionally, both verbally and in writing. Provide timely information to coworkers, customers, and service providers. Respond to phone calls, voicemails, emails, and other communications according to Expeditors' standards.
• Culture: Exhibit and promote Expeditors' 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
• Personal Growth and Development: Participate in training within company guidelines, completing at least 52 hours of relevant training per year. Complete required training in a timely manner and pursue professional development goals.

Qualifications

• Strong air product expertise and global logistics industry knowledge.
• Good time management and problem-solving skills.
• Fluent in English with professional oral and written communication skills in English and the local language.
• Facilitation and communication skills.
• Proficiency in Microsoft Excel, PowerPoint, and Word.
• Process analysis and competent goal-setting skills.
• Good Distribution Certification (GDP) technical skills.
• Strong understanding of software development principles.
• Experience with automation platforms such as Power Automate.
• Experience with Microsoft Copilot and M365 technologies.
• Familiarity with data structures, APIs, integrations, and system architecture.
• Basic understanding of AI, machine learning, LLMs, and prompt engineering.
• Ability to troubleshoot technical issues independently.
• Strong analytical and problem-solving abilities.
• Ability to understand complex operational processes.
• Experience translating business requirements into technical solutions.
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• Experience developing automations, applications, or digital solutions.
• Experience leading cross-functional projects.
• Experience working in operations, logistics, finance, or enterprise shared services environments.
• Certifications in Microsoft Power Platform, Azure AI, Microsoft Copilot, or related technologies.

Physical Demands

• Use of standard office equipment, including computers, phones, and fax/copy/scan machines.
• Writing with pencil, pen, or marker.
• Functions performed primarily while standing and driving a forklift truck.

Pay

Expected base salary: $70,304.00. Eligible for bonus.

Benefits

• Paid Vacation (15 days after first year, prorated based on month of hire).
• 10 paid holidays.
• 2 flexible days.
• Paid sick time (accrual rate of 1 hour per 30 hours paid).
• 401(k) Retirement Savings Plan with employer match.
• Employee Stock Purchase Plan (ESPP).
• Medical, prescription drug, dental, and vision coverage.
• Health Savings Account (HSA).
• Life and disability insurance.
• Paid parental leave (additional eligibility criteria apply).
• Dependent Care Flexible Spending Account (DC FSA).
• Commuter benefits.
• Employee Assistance Program (EAP).
• Learning & Development Program.
• Educational assistance and reimbursement.