DME Customer Order, Senior Manager

The Kestra team has over 400 years of experience in the external and internal cardiac medical device markets. The company was founded in 2014 by industry leaders inspired by the opportunity to unite modern wearable technologies with proven device therapies. Kestra’s solutions combine high quality and technical performance with a wearable design that provides the greatest regard for patient comfort and dignity.

Innovating versatile new ways to deliver care, Kestra is helping patients and their care teams harmoniously monitor, manage, and protect life.

The Durable Medical Equipment (DME) Customer Order Manager/Senior Manager is responsible for leading the day-to-day and tactical execution of Kestra's Order Processing team through a group of COS managers. The Senior Manager partners closely with Revenue Cycle leadership to execute strategic initiatives, optimize workflows, and scale operations to support organizational growth while maintaining an exceptional customer and patient experience.

As a leader of leaders, this position is responsible for developing management talent, driving accountability, and fostering a culture of collaboration, continuous improvement, and customer focus. The Senior Manager serves as a key escalation point for complex operational issues and works cross-functionally to remove barriers, improve performance, and ensure operational excellence.

This role regularly engages with sales leadership, healthcare providers, payors, referral sources, and patients to resolve complex issues and ensure the timely and accurate processing of customer orders. Through effective leadership, performance management, and operational oversight, the Senior Manager drives consistent execution and sustainable business results across the function.

• Lead and develop a team of Customer Order Managers, establishing clear accountability for operational performance, team member engagement, and talent development.
• Coach and mentor managers to strengthen leadership effectiveness, decision-making capabilities, change management skills, and organizational influence.
• Establish leadership expectations, operating rhythms, and performance standards that drive consistency and accountability across all Customer Order teams.
• Evaluate leadership effectiveness across Customer Order teams, providing coaching, development planning, and performance management to build a strong pipeline of future leaders.
• Oversee workforce planning and organizational design decisions, ensuring management structures, team capacity, and leadership coverage align with evolving business needs.
• Lead the execution of the Benefit Verification automation and AI roadmap, including prioritization, business case development, and delivery oversight
• Partner with Revenue Cycle leadership to evolve the Benefit Verification target operating model, including outsourced mix, span of control, shift coverage, workforce planning, and org.
• Anticipate and shape the response to payer, regulatory, and market shifts, including Medicare policy changes, Managed Care contracting, new payer portals and translate external change into internal roadmap items with clear owners and timelines.
• Establish, monitor, and continuously improve the function's cost-to-serve KPIs (e.g., cost per order, cost per dispatch, cost per Benefit Verification, and fully loaded cost per FTE (Kestra and vendor)).
• Partner with Finance and RCM Analytics to quantify Benefit Verification's downstream financial impact (denial reduction, cash acceleration, revenue-per-fit improvement) and report results monthly to leadership.
• Drive productivity and unit-economics improvements year over year through automation, process redesign, and elimination of non-value-added work; establishing and meeting productivity commitments.
• Manage regional COS leaders as assigned by Director, including performance evaluations and goal setting.
• Operate at both a tactical and strategic level to ensure the setting and execution of goals are attained and, when needed, resolve complex issues and incorporate solutions into the daily processes and workflows
• Participate in team hiring, training, and coaching while driving a culture of respect, engagement, and accountability
• Partner with Commercial and Clinical stakeholders to remove barriers impacting order conversion, documentation acquisition, and patient outcomes.
• Ensure operational control, leadership oversight, and performance management processes are in place to support timely and accurate…