Director of Operations Order Processing

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.

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.

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.
• Demonstrated 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.