Customer Fulfillment & Channel Operations Manager

About this role

Job Description Summary
The Customer Fulfillment and Channel Operations Manager is responsible for end-to-end execution of product flow across key customers, distribution partners, and strategic channels, ensuring alignment to supply plans, optimal inventory positioning, and high service levels.

This role serves as the central point of coordination between internal supply chain, commercial, and external channel partners—driving allocation strategy, inventory performance, and operational issue resolution.

The ideal candidate brings strong analytical capability, deep supply chain expertise, and proven experience managing external partners, with a track record of driving operational rigor, accountability, and continuous improvement.Job Description
Key Responsibilities
Customer Allocation & Supply Planning

• 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

Customer & Channel Partner Relationship Management

• 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

Inventory & Performance Management

• 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

Order Fulfillment & Execution

• 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

Issue Resolution & Continuous Improvement

• 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

Recall Management & Critical Communications

• 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

Process Documentation & Playbook Development

• 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

Business Reviews & Performance Reporting

• 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

Qualifications

Required

• 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

Preferred

• 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)

Key Competencies

• Strategic and analytical thinker with strong attention to detail and the ability to translate data into actionable insights

• Operational excellence mindset with focus on execution and outcomes

• Relationship builder and cross-functional influencer

• Proactive problem-solver with continuous improvement orientation

• Strong business acumen and customer focus

We will not sponsor individuals for employment visas, now or in the future, for this job opening.For U.S. based positions only, the pay range for this position is $105,600.00-$158,400.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and…