Director, Merchandising Operations

Parachute Health is building the definitive platform for ordering home medical equipment and supplies, helping clinicians and suppliers ensure that millions of patients each year receive the critical equipment and supplies they need. Our Merchandising Operations team (AKA “Merch”) comprises Category Managers and Category Analysts who have three primary jobs: 1) build and maintain our catalog, 2) build and maintain our coverage criteria rules engine, and 3) partner with R&D to improve the tools and workflows behind both. Merch sits at the intersection of e-commerce, compliance, operations, and R&D, and its work is central to Parachute's core functionality. Clinicians use our catalog to find and order the right equipment for their patients, and suppliers rely on it to fulfill those orders. Our coverage criteria help users determine whether an item should be covered by the patient's insurance.

The Merch team's work is nuanced and detail-dense: we maintain information on tens of thousands of products so our software, and the people who use it, can rely on it. The 18-person team splits its time between project work, like building and redesigning product categories and turning payer rules into qualification questions, and ticket-based work, resolving complex requests escalated by our support and partner teams. Our work requires efficient operational processes and excellent documentation.

As Director of Merchandising Operations, you will own the team's operating framework: how work is planned, prioritized, and delivered, and how the team partners with other teams across Parachute. You'll coach and develop a mix of managers and individual contributors, lead the team's largest cross-functional projects, and serve as a close thought partner to the SVP of Merchandising.

The role is primarily internal (roughly 90%), with occasional customer communication, especially on escalations, that calls for a steady, polished hand.

• →Be the operational leader for a highly motivated, highly capable team of managers and individual contributors: keep work running smoothly, protect morale, and learn and add to a team culture that is already strong.
• →Drive key projects: stay close to the work and personally drive the team's largest, most complex projects, including timelines, dependencies, and cross-team communication.
• →Know every team process end to end. Lead the creation, maintenance, and centralization of SOPs and shared resources; drive consistent practices, training, quality assurance, and continuous improvement across category teams.
• →Collaborate with partner teams (e.g., Supplier Implementation, Product, Customer Success) so handoffs and shared processes run smoothly.
• →Be a Merch advocate: make the team's work understandable and visible across the company.
• →Run bandwidth and capacity planning; flag risks early and rebalance coverage.
• →Define and report on team metrics (ticket throughput, SLAs, SKU work, rollout milestones).
• →Own escalations as needed, partnering effectively with people at all levels across the organization.
• →Support recruiting as needed, own onboarding for new merchants, and maintain continuity coverage for every category.

• 7+ years in operations, program delivery, or management or technology consulting (e.g., a Big Four or top-tier firm), with 3+ years managing and growing managers.
• Track record of delivering complex, cross-functional projects using a clear, repeatable methodology.
• Data-driven: comfortable with capacity models, dashboards and prioritization trade-offs.
• Willingness to travel roughly once a quarter.

• Passionate about improving patient outcomes in the healthcare space.
• Gets things done: drives work to completion and builds processes that stick.
• Thrives in complex, nuanced domains; quickly learns intricate systems (e.g., insurance coverage rules, product data) well enough to make sound calls.
• Clear, concise communicator who pushes back constructively and drives decisions.
• Sound compliance judgment: in a highly regulated industry, you know which issues to resolve and which to escalate.
• Track record of growing into increasing scope and responsibility.
• Nice to have: catalog, product data or e-commerce experience; healthcare, DME/HME or payer experience.

$145,000-$180,000