Operations Manager

Description

Johnson Health Tech is one of the world’s largest and fastest-growing fitness equipment manufacturers, delivering innovative solutions that help people live healthier lives. Through our award-winning portfolio of commercial and residential brands, we serve customers in more than 60 countries worldwide.

To delight and excite our customers through truly innovative products, unsurpassed quality, and best-in-class customer experience provided by a world-class organization.

The Operations Manager is a hands-on operational leader responsible for building and managing Sync Lync’s U.S. business infrastructure and maintaining high standards for product quality and customer satisfaction. The position coordinates setup of CRM, SAP/ERP workflows, and an online provider ordering portal, while overseeing customer operations, inventory, logistics, compliance documentation, and audit readiness. The Manager supervises assigned Customer Care and Quality/Operations staff and collaborates with the President, JHT IT, Finance, Supply Chain, Quality, Sales, and external partners to improve service delivery and operational efficiency.

• Coordinate CRM setup, configuration, testing, onboarding, access controls, and reporting with Sales, Customer Care, and JHT IT.
• Work with JHT IT, Finance, and Supply Chain to implement SAP/ERP workflows for ordering, inventory, fulfillment, invoices, and returns, preserving the corporate system of record.
• Lead operational requirements and coordinate vendor/IT delivery, testing, and rollout of a hearing care provider online ordering portal, including account access, catalog, pricing, order status, and integration.
• Document customer onboarding, order-to-cash, and issue resolution processes; develop SOPs, data-quality checks, and user training.

• Oversee daily activities of Customer Care and assigned Quality/Operations personnel, ensuring adherence to Sync Lync standards for excellence.
• Drive process improvements to enhance customer service, streamline workflows, and improve service delivery.
• Ensure timely and effective resolution of customer inquiries, order exceptions, and product quality issues.
• Develop and implement departmental procedures to support Sync Lync growth and operational objectives.

• Coordinate inventory receipts, storage, cycle counts, order picking, packing, shipping, returns, and replacements with JHT and third-party logistics partners.
• Monitor inventory accuracy, traceability as applicable, reconciliations, and discrepancies; coordinate corrective actions with Supply Chain and Finance.
• Track fulfillment accuracy, shipping performance, backorders, and customer delivery issues; implement improvements.
• Support forecast inputs, stock availability, and launch-readiness planning with Sales and Supply Chain.

• Maintain operational quality processes for hearing aid products and services in coordination with JHT Quality and Regulatory teams.
• Support documented compliance with applicable medical-device, privacy, HIPAA (where applicable), data security, and operational requirements.
• Coordinate internal and external audits, records requests, inspections, SOP maintenance, training documentation, and corrective-action follow-up.
• Collaborate with Quality Technicians to identify, track, elevate, and resolve product complaints and quality issues.

• Act as the Voice of the Customer, advocating for reliable products, excellent service, and easy provider ordering.
• Oversee account onboarding, customer outreach, service follow-up, and customer satisfaction improvement.
• Work with Customer Care to resolve complex issues and implement feedback-driven improvements.

• Lead, mentor, and evaluate Customer Care Specialists and assigned Quality/Operations employees, creating a positive, collaborative work environment.
• Conduct performance evaluations and provide feedback and coaching.
• Monitor KPIs related to customer satisfaction, quality, order accuracy, inventory, fulfillment, and efficiency.

• Collaborate with Sales, Marketing, and Product Development to ensure launches are aligned with customer care, quality, and operational readiness.
• Provide customer and operational feedback on product features and enhancements to improve functionality and…