Director of Operations Order Processing

Numotion; Taunton (MA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401(k) plan

Short-term and long-term disability

Life insurance

Job summary

Numotion in Taunton, Massachusetts is seeking a Director of Operations Order Processing to oversee daily activities of Customer Care Coordinators across multiple locations. The role emphasizes timely and accurate order processing while ensuring best-in-class customer service.

Ideal candidates will possess a Bachelor’s degree and substantial operational and leadership experience. The position offers a salary range of $70,000 to $100,000 based on skills and experience.

Qualifications

• 5+ years of operational work experience and/or training required.
• 2+ years of leadership development experience required.
• Ability to remain focused while handling multiple tasks.

Responsibilities

• Oversee daily activities for Customer Care Coordinators.
• Ensure timeliness and accuracy of order processing.
• Lead order processing team for customer satisfaction.
• Manage cross-functional coordination for equipment procurement.

Skills

Operational work experience

Leadership development

Interpersonal skills

Problem-solving skills

Communication skills

Education

Bachelor’s degree in a related field or equivalent

Tools

MS Word

Excel

PowerPoint

Outlook

Job description

Category: Leadership

Job Location: 300 Myles Standish Boulevard, Taunton, Massachusetts

Additional Locations: 712 Plantation Street, Worcester

Tracking Code: 15537-128

Position Type: Full‑Time/Regular

Job Purpose

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 and leads the team in providing best‑in‑class customer service.

Pay Range: $70,000 to $100,000. Compensation is dependent on the facts and circumstances of each case, including skills, qualifications, experience and location.

Key Responsibilities

• Lead and direct the order processing team, ensuring an elevated level of customer satisfaction and retention.
• Hire, develop, coach, and manage staff performance.
• Work cross‑functionally to coordinate equipment procurement and delivery, ensuring quality and timely provision of service.
• Manage Orders in Process (OIP) meetings and delivery planning for equipment orders, and assess OIP load to maintain order processing efficiency.
• In conjunction with all other Numotion departments, address and resolve escalations within established timeframes.
• Direct timely and quality assistance for customers, including fielding phone calls, entering and maintaining accurate data in the order processing system, and 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 the reporting database to optimize business outcomes.
• Ensure direct reports effectively support the needs of internal and external customers.
• Partner with cross‑functional leaders to deliver revenue goals.
• Handle order resolution and address customer concerns with a sense of urgency.
• Ensure all activities and operations comply with company and government processes and regulations.
• Perform related duties as assigned.
• Use Numotion Leadership Principles to perform the job with integrity, compliance, and values consistent with Numotion’s mission.
• Maintain employee and customer confidentiality and comply with Numotion’s policies and federal regulations.
• Provide excellent customer service for all internal and external customers of the operations, offering solutions for customer concerns and continuously focusing on customer service as our top priority.
• The duties and responsibilities listed are not exhaustive and may change based on organizational needs or management decisions.

Required Qualifications, Skills, And Experience

• Bachelor’s degree in a related field or an equivalent combination of education and experience.
• 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.

Preferred Qualifications And Competencies

• Experience with service order processing.
• Basic understanding of financial reporting.
• Knowledge of funding and payer requirements.
• Knowledge of complex rehabilitation equipment and products.
• Prior experience working in the durable medical equipment industry.
• Prior experience with healthcare accreditation processes and business requirements.
• Demonstrated ability to thrive in a matrixed environment and work 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.
• Exceptional interpersonal and problem‑solving skills both internally and externally with customers.
• Superior communication skills, both written and verbal, to address all levels within the organization.
• Proficiency with MS Word, Excel, PowerPoint, and Outlook.

Physical Work Requirements

• Ability to meet essential functions with reasonable accommodations, if necessary.
• Must be highly mobile and 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 execute written and verbal instructions.
• 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 401(k), and life insurance. 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. Candidates are required to pass a drug test before beginning employment.