Director of Customer Field Services

Freddie Mac; United States; Remote; USD 120,000 - 166,000; Full time

Job summary

A leading company in the healthcare industry seeks a Director of Customer & Field Services to enhance customer experience and optimize service operations. This remote role involves strategic leadership, team management, and collaboration across functions to ensure operational excellence and customer satisfaction.

Benefits

Health Insurance

Dental Coverage

Vision Coverage

401(k)

Life Insurance

Disability Coverage

Qualifications

• Minimum 6 years of experience in customer service or operations leadership.
• At least 2 years of management experience.

Responsibilities

• Lead and optimize internal service operations including call center support.
• Build and scale a national network of field service technicians.

Skills

Problem Solving

Communication

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Job Description

Director of Customer & Field Services

Location: Remote (U.S.) | Division: SpinLife, a Numotion Company
Industry: Healthcare | Durable Medical Equipment (DME) | Customer Experience
Employment Type: Full-Time

Join SpinLife - the Nation's Leading Online Retailer for Mobility & Accessibility Solutions

At SpinLife, a division of Numotion, we empower independence and improve lives. As the top online provider of durable medical equipment (DME) such as mobility scooters, wheelchairs, lift chairs, and accessibility products, we proudly serve over 80,000 customers annually-from older adults to individuals living with disabilities. Our mission is simple: to deliver personalized mobility solutions with compassion, precision, and unmatched service.

We're seeking a Director of Customer & Field Services to lead our service operations and drive a best-in-class customer experience across our call center, parts logistics, and national field technician network.

The pay range for this position is $120,400-165,550 annually. 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.

About the Role

As the Director of Customer & Field Services, you'll be the strategic leader behind our end-to-end service delivery. You'll be responsible for shaping and scaling customer support operations, field service coordination, and parts fulfillment-with a clear focus on operational excellence, customer satisfaction, and cost-effective service. You'll play a critical role in our growth as we continue to redefine service in the DME space.

Key Responsibilities

• Lead and optimize internal service operations, including call center support, parts fulfillment, and field service scheduling.
• Oversee a high-performing customer service team, driving metrics around response time, satisfaction, and resolution.
• Build and scale a national network of field service technicians to ensure timely, expert in-home service and repairs.
• Collaborate cross-functionally with Sales, Operations, and Merchandising to align service strategies with business goals.
• Track and analyze service metrics (KPIs) to identify trends, improve profitability, and enhance the overall customer journey.
• Manage inventory logistics and vendor relationships to ensure timely delivery of warranty and replacement parts.
• Develop and implement scalable processes that support compliance, safety, and long-term customer loyalty.
• Recruit, coach, and retain talent across internal and external service teams.
• Foster a customer-first, values-driven culture aligned with Numotion's mission and leadership principles.
• Ensure compliance with ACHC accreditation standards, internal policies, and all applicable federal regulations.

Qualifications

Required:

• High School Diploma or GED required; Bachelor's degree in business, operations, or a related field strongly preferred.
• Minimum 6 years of experience in customer service, operations, or service delivery leadership.
• At least 2 years of management experience, including team leadership and cross-functional collaboration.
• Proficient in Microsoft Office, especially Excel; experience with order and information management systems.
• Strong problem-solving skills and the ability to prioritize and multitask in a fast-paced, remote work environment.
• Exceptional written and verbal communication skills.

Preferred:

• Experience in the DME, healthcare, or mobility services industry.
• Familiarity with inventory and logistics systems.
• Understanding of business impacts from a customer, operational, and financial perspective.

Work Environment & Physical Requirements

• Remote position with required access to a quiet, dedicated home workspace and reliable internet.
• Must be able to sit, type, and work at a desk for prolonged periods.
• Occasional travel required (up to 20%).
• Ability to lift up to 50 lbs occasionally.
• May require extended hours based on business needs.

Why Join Us?

• Competitive compensation and comprehensive benefits including health, dental, vision, 401(k), life insurance, and disability coverage.
• Make an impact in a mission-driven organization focused on empowering independence for people of all abilities.
• A collaborative, inclusive work culture where innovation, growth, and service excellence are rewarded.

Our Commitment to Diversity & Inclusion

Numotion is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not tolerate discrimination of any kind and encourage candidates of all backgrounds to apply.

This is a drug-free workplace; candidates must pass a drug screening prior to employment. Candidates are required to pass a background check & drug test before beginning employment.

Required Experience