Manager, Operations - TELS Services

Direct Supply, Inc.; Milwaukee (WI); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Generous benefit package available

Job summary

Direct Supply, Inc. is seeking a Manager, Operations – TELS Services to lead a team of Operations Specialists delivering high-quality service and seamless execution for TELS customers.

You will hire, coach, and develop staff, manage day-to-day operations, and drive performance through data-informed decisions and continuous process improvements. You’ll collaborate with Product, Engineering, and AI teams to refine workflows and tools, establish clear metrics, and align with senior leadership on

Qualifications

• Bachelor’s degree with a business focus required.
• 3+ years of customer service, field service, or similar environment with demonstrated leadership.
• Experience leading or mentoring others with progressively greater responsibilities.

Responsibilities

• Lead and develop a team of Operations Specialists to deliver service, quality, and productivity outcomes for TELS customers.
• Hire, coach, and develop Operations Partners through performance management and development plans.
• Oversee day-to-day service operations and act as escalation point for operational challenges.
• Analyze operational data to monitor performance, identify trends, and drive improvements.
• Lead operational transformation by redesigning workflows and adopting new technologies.
• Collaborate with Product, Engineering, and AI teams to refine workflow tools and advocate for system improvements.
• Communicate performance metrics and ensure accountability across teams.
• Support additional operational initiatives as needed.

Skills

Set Direction & Strategy

Exercise Judgment & Own Decisions

Design & Scale Work Systems

Mobilize Leaders & Teams

Lead & Build Capability

Reinvent Work

Education

Bachelor’s degree in business

Job description

Position Summary:

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them. In the Manager, Operations – TELS Services position, you’ll lead a team of Operations Specialists responsible for delivering exceptional service and seamless operational execution for TELS Services customers. You’ll drive team performance through strong leadership, data-informed decision making, and continuous improvement of workflows, systems, and service delivery to ensure consistent, high-quality outcomes for our customers.

Skills Needed:

• Set Direction & Strategy - Define where we are heading, why it matters, and what is needed to achieve results. Turn ambiguity into clear priorities and connect day-to-day work to strategy. Use a whole-system view to balance customer, business, capability, and long-term implications and focus teams on the highest-impact opportunities.
• Exercise Judgment & Own Decisions - Navigate complex, cross-system tradeoffs involving business outcomes, risk, speed, and long-term impact. Use critical thinking to determine where human review or escalation is required, challenge assumptions, and take ownership for results and decisions.
• Design & Scale Work Systems - Design how people, processes, decisions, data, technology, and AI work together. Redesign workflows, clarify roles and decision rights, remove friction, create feedback loops, and build scalable work systems that improve the whole system for quality, speed, customer experiences, and results at scale.
• Mobilize Leaders & Teams - Align leaders, stakeholders, and teams across functions, dependencies, and competing priorities. Build commitment to shared outcomes, navigate dynamics, remove systemic barriers, and drive coordinated execution and transformational change.
• Lead & Build Capability - Engage, develop, and recruit top talent with domain depth, systems thinking, AI fluency, and the adaptability needed for the future. Create the context, coaching, feedback, tools, accountability, and culture that enable people and systems to raise the bar and scale impact over time.
• Reinvent Work – Constantly search for better ways to achieve customer outcomes by understanding voice of customer feedback on the team work, company strategies, and technology capabilities. Be an proponent of change within your team and business.

What You’ll Do and Impact:

Lead and develop a team of Operations Specialists to deliver exceptional service, quality, and productivity outcomes for TELS customers and Partners. Hire, coach, and develop Operations Partners through performance management, regular feedback, individual development plans, and career pathing. Oversee day-to-day service operations and serve as the escalation point to resolve internal and external operational challenges. Analyze operational data and performance metrics to monitor team effectiveness, identify trends, and drive improvements in service delivery. Conduct root cause analysis on operational challenges and implement sustainable solutions that improve efficiency and customer outcomes. Lead operational transformation initiatives by identifying opportunities to redesign workflows, adopt new technologies, and evolve how work is performed to improve scalability and performance. Partner with Product, Engineering, and AI teams to refine workflow tools for customers and internal Partners and advocate for system improvements based on operational insights and customer feedback. Establish and communicate performance metrics to track results and ensure operational accountability. Collaborate with business leaders to develop and execute operational plans that support team and organizational priorities. Provide insights to TELS senior leadership on operational trends, challenges, and opportunities to inform business strategy. Support additional operational initiatives and projects as needed.

Experience:

Bachelor’s degree with a business focus 3+ years of experience in a customer service, field service, or similar environment, with demonstrated leadership experience while in role Experience leading and/or mentoring others and assuming progressively greater responsibilities within a team

Additional Items of Interest:

• 2+ years of successful team leadership
• Experience leading or working within a platform business
• 1–3 years of experience managing a departmental budget or P&L
• Job to be performed in the location listed.
• Generous benefit package available.

© 2013 to 2026 Direct Supply, Inc. All rights reserved. Direct Supply delivers solution-driven platforms, products and services to help solve the toughest challenges facing Senior Living and Healthcare. For more than 35 years, we’ve grown consistently while expanding our offering of innovative solutions for virtually every critical area of senior health across the continuum of care. If you asked our 1,200+ Partners what separates Direct Supply from other applied technology companies, it’s that we are 100% employee owned and driven to work with a purpose. Every day, we strive to honor our mission of enhancing the lives of millions of seniors and healthcare professionals in a results-oriented agile environment that gives our Partners the necessary tools and flexibility to truly bring what’s next to Healthcare.

Ready to make a difference?