Director of Operations Order Processing

At Numotion, we’re on a mission to improve the lives of people with disabilities. As North America’s largest provider of mobility products and services, we deliver personalized solutions from manual and power wheelchairs to medical supplies and other assistive technologies that support health, independence, and everyday participation. We’re committed to a workforce of diverse backgrounds and experiences and to an inclusive environment shaped by open dialogue, attentive listening, and tangible, ongoing action.

JOB PURPOSE: 
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. The Director of Operations Order Processing leads the team in providing best-in-class customer service. 

Pay Range: $70,000 to $100,000. 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.

KEY RESPONSIBILITIES: 

• Lead and direct the order processing team, assuring an elevated level of customer satisfaction and retention. 
• Hire, develop, coach, and manage staff performance. 
• Work cross functionally to coordinate equipment procurement and delivery, to assure quality and timely provision of service. 
• Manage Orders in Process (OIP) meetings and delivery planning for equipment orders, as well as assess balance load of OIP to maintain order processing efficiency. 
• In conjunction with all other Numotion departments, address and resolve escalations in the timeframes outlined in procedures. 
• Direct quality and timely assistance for customers (including fielding phone calls, entering, and maintaining accurate data in order processing system, 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 reporting database to optimize business outcomes. 
• Assure direct reports effectively support the needs of internal and external customers. 
• Partner with cross functional leaders to deliver revenue goals. 
• Handle order resolution and addresses customer concerns with a sense of urgency. 
• Ensure all activities and operations are carried out in strict compliance with company and government processes/regulations. 
• Perform other related duties as assigned. 
• Utilize Numotion Leadership Principles to perform job with integrity, compliance, and values consistent with Numotion’s mission.   
• Adhere to employee or customer confidentiality and comply with Numotion’s policies and federal regulations.  
• Provide excellent customer service for all internal and external customers of the operations at all times.  Provide solutions for customer concerns and continually focus on customer service as our top priority. 
• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position.  The duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management. 

REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE: 

• Bachelor’s degree in related field or equivalent combination of experience and education. 
• 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. 

PREFERRED QUALIFICATIONS AND COMPETENCIES: 

• Working knowledge of service order processing experience. 
• Basic understanding of financial reporting. 
• Knowledge of funding and payer requirements. 
• Knowledge of complex rehab equipment and products. 
• Prior experience working in durable medical equipment industry. 
• Prior experience with healthcare accreditation process and business requirements. 
• Demonstrated ability to thrive in a matrixed environment, working 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. 
• Demonstrated exceptional interpersonal and problem-solving skills both internally and externally with customers. 
• Superior communication skills, both written and verbal, to effectively address all levels within the organization. 
• Knowledge of MS Word, Excel, PowerPoint, and Outlook. 

PHYSICAL WORK REQUIREMENTS: 

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Ability to meet essential functions of the position with reasonable accommodations, as necessary. 
• Must be highly mobile, able to access all areas of the premises. 
• Ability to concentrate and remain focused while handling multiple tasks, responsibilities, and projects. 
• Ability to work over 8 hours in a workday, and over 40 hours in a work week, as necessary. 
• Ability to understand and carry out written and verbal instructions. 
• Ability to bend, twist, stoop, reach, and lift equipment weighing up to 10 pounds.

At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance. Numotion is an equal opportunity employer. We strive for a workplace that reflects the communities we serve and do not tolerate discrimination against our employees, customers, and partners regardless of ethnicity, disability, gender identity, sexual orientation, religion, age, citizenship, marital or veteran status. Numotion is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.