Director of Operations Order Processing

Category:
Leadership

Job Location:

300 Myles Standish Boulevard, Taunton, Massachusetts

Additional Locations: 712 Plantation Street, Worcester

Tracking Code:

Position Type:
Full‑Time/Regular

The Director of Operations Order Processing oversees the daily activities for our Customer Care Coordinators based in multiple locations and ensures order processing and internal support needs can be met or exceeded. This position is responsible for the timeliness and accuracy of order processing within their assigned branches/locations and leads the team in providing best‑in‑class customer service.

Pay Range: $70,000 to $100,000. Compensation is dependent on the facts and circumstances of each case, including skills, qualifications, experience and location.

• Lead and direct the order processing team, ensuring an elevated level of customer satisfaction and retention.
• Hire, develop, coach, and manage staff performance.
• Work cross‑functionally to coordinate equipment procurement and delivery, ensuring quality and timely provision of service.
• Manage Orders in Process (OIP) meetings and delivery planning for equipment orders, and assess OIP load to maintain order processing efficiency.
• In conjunction with all other Numotion departments, address and resolve escalations within established time frames.
• Direct timely and quality assistance for customers, including fielding phone calls, entering and maintaining accurate data in the order processing system, and scheduling appointments.
• Work with staff to increase customer satisfaction and improve turnaround times.
• Lead and implement Numotion best practices and drive universal operational processes within the territory.
• Utilize the reporting database to optimize business outcomes.
• Ensure direct reports effectively support the needs of internal and external customers.
• Partner with cross‑functional leaders to deliver revenue goals.
• Handle order resolution and address customer concerns with a sense of urgency.
• Ensure all activities and operations comply with company and government processes and regulations.
• Perform related duties as assigned.
• Use Numotion Leadership Principles to perform the job with integrity, compliance, and values consistent with Numotion’s mission.
• Maintain employee and customer confidentiality and comply with Numotion’s policies and federal regulations.
• Provide excellent customer service for all internal and external customers of the operations, offering solutions for customer concerns and continuously focusing on customer service as our top priority.
• The duties and responsibilities listed are not exhaustive and may change based on organizational needs or management decisions.

• Bachelor’s degree in a related field or an equivalent combination of education and experience.
• Minimum of five years of operational work experience and/or training.
• Minimum of two years of leadership development experience, including leadership, mentoring, and/or coaching.
• Ability to remain focused while handling multiple tasks, responsibilities, and projects.

• Experience with service order processing.
• Basic understanding of financial reporting.
• Knowledge of funding and payer requirements.
• Knowledge of complex rehabilitation equipment and products.
• Prior experience working in the durable medical equipment industry.
• Prior experience with healthcare accreditation processes and business requirements.
• Demonstrated ability to thrive in a matrixed environment and work with cross‑functional team members to achieve shared goals.
• Demonstrated ability to act as a change agent and lead the acceptance of change within a rapidly changing environment.
• Ability to develop and execute multiple business priorities and approaches to meet objectives.
• Exceptional interpersonal and problem‑solving skills both internally and externally with customers.
• Superior communication skills, both written and verbal, to address all levels within the organization.
• Proficiency with MS Word, Excel, PowerPoint, and Outlook.

• Ability to meet essential functions with reasonable accommodations, if necessary.
• Must…