Director, Operations

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. Overview 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 Order Processing leads the team to providing best‑in‑class customer service and must have knowledge of funding and payer requirements. Pay Range $65,000 – $100,000 (compensation decisions are based on skills, qualifications, experience and location). Location 335 Eisenhower Lane South, Lombard, Illinois 125 Thunderbird Lane, Peoria 1250 N. 113th St, Wauwatosa 5350 Miller Trunk Highway, Ste A, Hermantown Essential Functions Leads and directs the order processing team, assuring elevated customer satisfaction and retention. Responsible for hiring, developing, coaching and performance management of staff. Works cross‑functionally to coordinate equipment procurement and delivery, ensuring quality and timely service. Manages Orders in Process (OIP) meetings and delivery planning for equipment orders, and assesses balance load of OIP to maintain processing efficiency. Collaborates with all Numotion departments to resolve escalations within established timeframes. Directs quality and timely assistance for customers, including fielding calls, entering accurate data in the processing system, and scheduling appointments. Works with staff to increase customer satisfaction and improve turnaround times. Leads and implements Numotion best practices and drives universal operational processes within the territory. Uses reporting databases to optimize business outcomes. Ensures direct reports effectively support internal and external customers. Partners with cross‑functional leaders to deliver revenue goals. Handles order resolution and addresses customer concerns with a sense of urgency. Ensures all activities and operations comply with company and government processes/regulations. Performs other related duties as assigned. Required Qualifications and Competencies Bachelor’s degree in a 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 mentoring or coaching. Knowledge of funding and payer requirements. Preferred Qualifications and Competencies Experience with service order processing. Basic understanding of financial reporting. Knowledge of complex rehabilitation equipment and products. Prior experience in the durable medical equipment industry. Experience with healthcare accreditation processes and business requirements. Demonstrated ability to thrive in a matrixed environment, working with cross‑functional team members to achieve shared goals. Ability to act as a change agent and lead acceptance of change in a rapidly changing environment. Ability to develop and execute multiple business priorities and approaches to meet objectives. Exceptional interpersonal and problem‑solving skills with customers and internal stakeholders. Superior written and verbal communication skills at all organizational levels. Proficiency in MS Word, Excel, PowerPoint, and Outlook. Leadership Principles Results oriented – focuses on setting and achieving challenging goals. Forward thinking – connects trends and underlying factors to actions. Urgency – resolves issues quickly. Compassionate – shows understanding and concern for others. Simplifies – breaks down problems into easily addressable parts. Benefits We offer competitive compensation packages, including medical, dental, and vision insurance; short‑term and long‑term disability; 401(k); and life insurance. EEO Statement 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, and candidates are required to pass a drug test before beginning employment. #J-18808-Ljbffr