Director of Operations Order Processing

New Bedford, MA, USA|

Job Overview

Compensation

Salary

Range $70,000.00 - $100,000.00

Benefits

Medical insurance

Dental Insurance

Vision Insurance

short-term disability

long-term disability

401k

Life insurance

Job Description

Numotion is North America’s largest provider of mobility products and services, dedicated to improving the lives of people with disabilities. The company offers personalized solutions ranging from manual and power wheelchairs to medical supplies and other assistive technologies that support health, independence, and everyday participation. Numotion prides itself on a diverse and inclusive workforce, fostering an environment shaped by open dialogue, attentive listening, and ongoing, tangible action. With a strong commitment to accessibility and innovation, Numotion continues to lead in delivering top-quality mobility solutions across multiple locations throughout North America.

The Director of Operations Order Processing at Numotion plays a pivotal role in overseeing the day-to-day operations of the Customer Care Coordinators situated in multiple locations. This leadership position is responsible for ensuring that order processing and internal support needs are met with the highest standards of accuracy and timeliness. The Director manages the order processing workflow, including the coordination of equipment procurement and delivery, to guarantee quality and prompt service. A critical aspect of this role is to drive best-in-class customer service, enhancing both customer satisfaction and retention. This leadership function requires working cross-functionally with various departments to resolve escalations, plan delivery schedules, and optimize order processing efficiency.

The Director of Operations Order Processing leads a team, hiring, coaching, developing, and managing staff performance to uphold operational excellence. This position demands a strategic mindset capable of implementing Numotion’s best practices and driving universal operational processes across assigned branches or locations. Utilizing various reporting tools and databases, the Director optimizes business outcomes, partners with leaders to meet revenue goals, and addresses customer concerns swiftly and effectively. The role requires strict adherence to company policies and government regulations, ensuring compliance and confidentiality at all times.

Numotion offers a competitive salary range for this position from $70,000 to $100,000, with compensation decisions based on skills, qualifications, experience, and location. This opportunity is a chance to be part of a mission-driven organization committed to enhancing the lives of individuals with disabilities while fostering a collaborative and inclusive workplace. The Director of Operations Order Processing will play a vital role in shaping the operational success and customer experience at Numotion, working within a supportive environment that values integrity, compliance, and continuous improvement.

Job Requirements

Bachelor’s degree 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
Ability to remain focused while handling multiple tasks, responsibilities, and projects
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

Job Qualifications

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
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

Job Duties

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