Quality & Pharmacy Program Manager, Global Post Market Surveillance (PMS) - Remote Eligible

Pharmacy & Quality Program Manager

Hims & Hers is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are redefining healthcare by putting the customer first and delivering access to care that is affordable, accessible, and personal, from diagnosis to treatment to delivery. No two people are the same, so we provide access to personalized care designed for results. By normalizing health & wellness challenges and innovating on their solutions, we're making better health outcomes easier to achieve.

The Pharmacy & Quality Program Manager will serve as the primary point of contact for Post-Market Surveillance (PMS) activities related to third-party pharmacy partners and supplier product quality complaints and adverse events, while driving continuous improvement and regulatory compliance.

This individual will collaborate closely with compounding sites, supplier quality teams, medical affairs, R&D, pharmacy operations, and customer care to ensure timely resolution of customer complaints and proactive prevention of future occurrences. A strong background in pharmacy operations, complaint management, trend analysis in a regulated environment is essential.

Key Responsibilities

• Serve as the liaison for third-party pharmacy partners regarding product complaints and adverse events.
• Support H&H internal pharmacy sites complaint investigation.
• Aid in complaint documentation and investigation of customer complaints, ensuring timely and transparent communication with stakeholders.
• Facilitate the return of complaint samples and support partner inquiries related to reported product complaints.
• Collaborate with the Supplier Quality team to handle complaints and adverse events related to third parties partners.
• Analyze and trend complaint data to identify root causes and implement corrective/preventive actions (CAPAs).
• Develop and present regular reports on complaint trends, escalations, and process improvements to leadership.
• Organize and lead weekly complaint review meetings to ensure compliance and continuous improvement.
• Support development and training on SOPs related to complaint management and PMS processes.
• Liaise with the clinical team and help evaluate the need for FDA and BOP reporting requirements for medical escalations and adverse event assessments.
• Work with Cx Operations and Medical Teams in various business meetings related to customer complaint management.
• Use pharmacy expertise to influence workflow changes and product improvements related to customer safety and satisfaction.

Qualifications

• Bachelor's degree in Pharmacy.
• Active pharmacist license in OH and/or AZ (additional state licenses may be required).
• Minimum 4 years of pharmacy experience, including 2+ years in quality assurance or a regulated pharmaceutical environment.
• Strong understanding of pharmacy law, 21 CFR Part 210/211, USP <795> and <797>.
• Demonstrated experience resolving complex issues through structured problem-solving approaches.
• Exceptional communication skills — verbal, written, and presentation — across various levels of an organization.
• Excellent analytical skills to identify trends, perform root cause analysis, and implement corrective actions.
• Ability to manage multiple priorities and projects simultaneously.
• Proficiency in Google Workspace; experience with Zendesk, EMR systems, and other complaint management systems.

Preferred

• Familiarity with pharmacy management systems (e.g., Bey).
• Experience working in a compounding pharmacy.
• Understanding of customer retention strategies as they relate to complaint resolution.
• Prior involvement in regulatory reporting.

We are committed to building a workforce that reflects diverse perspectives and prioritizes ethics, wellness, and a strong sense of belonging. If you're excited about this role, we encourage you to apply—even if you're not sure if your background or experience is a perfect match.

Hims considers all qualified applicants for employment, including applicants with arrest or conviction records, in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act, and any similar state or local fair chance laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Hims & Hers is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected] and describe the needed accommodation.

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