Head of Operations & Business Management

Director of Operations Order Processing-CRT/DME Documentation ProcessingAt 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. 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.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.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.Utilize reporting database to optimize business outcomes.Assure direct reports effectively support the needs of internal and external customers.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.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 duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management.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.Working knowledge of service order processing experience.Basic understanding of financial reporting.Knowledge of complex rehab equipment and products.Prior experience working in durable medical equipment industry.Prior experience with healthcare accreditation process and business requirements.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.Knowledge of MS Word, Excel, PowerPoint, and Outlook.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 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. 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.