Director, Merchandising Operations - Parachute Health

About Parachute Health

Parachute Health is transforming post-acute care as the leading digital ordering platform for medical equipment and supplies. We connect major health systems, health plans, and suppliers to help patients get the life-saving products they need at home. Since launching, we've connected 300,000+ clinicians and 3,000+ supplier locations across all 50 states and helped 15M+ patients. What started as a DME ePrescribing tool has become the order management platform of choice for home medical equipment.

About the Role

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
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.

What You'll Do

• Lead Operations: 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.
• Standardize Processes: 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.
• Cross-Functional Collaboration: Partner with teams like Supplier Implementation, Product, and Customer Success so handoffs and shared processes run smoothly.
• Team Advocacy: Make the Merch team's work understandable and visible across the company.
• Capacity Planning: Run bandwidth and capacity planning; flag risks early and rebalance coverage.
• Metrics & Reporting: Define and report on team metrics (ticket throughput, SLAs, SKU work, rollout milestones).
• Escalations & Onboarding: Own escalations as needed, support recruiting, own onboarding for new merchants, and maintain continuity coverage for every category.

Requirements

• 7+ years in operations, program delivery, or management/technology consulting (e.g., a Big Four or top-tier firm).
• 3+ years of experience managing and growing managers.
• Track record of delivering complex, cross-functional projects using a clear, repeatable methodology.
• Data-driven approach: comfortable with capacity models, dashboards, and prioritization trade-offs.
• Willingness to travel roughly once a quarter.
• Must be legally authorized to work in the United States without visa sponsorship.

Preferred Qualifications

• Experience with catalog management, product data, or e-commerce.
• Healthcare industry experience, specifically within DME/HME or payer spaces.

Benefits & Compensation

• Base Salary Range: $145,000 - $180,000
• Bonus: Annual company-wide bonus opportunity up to 15%
• Equity: Equity Incentive Plan
• Health Care: Comprehensive Medical, Dental, and Vision plans with low-to-no-cost premium options, plus employer HSA contributions
• Retirement: 401(k) retirement plan
• Time Off: Flexible vacation policy plus 5 additional Summer Fridays
• Remote Perks: Remote-first culture with dedicated NYC office access, co-working reimbursement, monthly internet stipend, and home office/wellness stipend
• Growth: Annual learning and development stipend