Director of Operations Order Processing

The Director is accountable for the timeliness and accuracy of order processing within assigned branches and locations, and leads the team in delivering best-in-class customer service that aligns with Numotions mission and values. This role requires managing Orders in Process (OIP) meetings and delivery planning for equipment orders, as well as assessing and balancing the load of OIP to maintain order processing efficiency.

Numotion is North Americas largest provider of mobility products and services, dedicated to improving the lives of people with disabilities. From manual and power wheelchairs to medical supplies and other assistive technologies, Numotion delivers personalized solutions that support health, independence, and everyday participation. We are committed to building a workforce of diverse backgrounds and experiences, fostering an inclusive environment shaped by open dialogue, attentive listening, and meaningful, ongoing action.

Position Title: Director of Operations Order Processing
Location: Tucson, AZ
Position Type: Full-Time/Regular
Job Level: Senior Management
Job Duration: Regular/At-Will
Salary Range: $75,000.00 - $100,000.00 Annually
Per Diem: Not Applicable

JOB PURPOSE:
The Director of Operations Order Processing is a senior management role responsible for overseeing the daily activities of Customer Care Coordinators based across multiple locations. This position ensures that order processing and internal support needs are consistently met or exceeded. The Director is accountable for the timeliness and accuracy of order processing within assigned branches and locations, and leads the team in delivering best-in-class customer service that aligns with Numotions mission and values. This is a high-impact leadership role that requires a strategic thinker with a hands-on approach to operational excellence, team development, and cross-functional collaboration.

KEY RESPONSIBILITIES:
The Director of Operations Order Processing will lead and direct the order processing team, ensuring an elevated level of customer satisfaction and retention across all assigned locations. This individual will be responsible for hiring, developing, coaching, and managing staff performance to build a high-performing, motivated team. The Director will work cross-functionally to coordinate equipment procurement and delivery, ensuring quality and timely provision of service to customers with complex mobility needs.

This role requires managing Orders in Process (OIP) meetings and delivery planning for equipment orders, as well as assessing and balancing the load of OIP to maintain order processing efficiency. In conjunction with all other Numotion departments, the Director will address and resolve escalations within the timeframes outlined in company procedures. The Director will direct quality and timely assistance for customers, including fielding phone calls, entering and maintaining accurate data in the order processing system, and scheduling appointments.

The Director will work collaboratively with staff to increase customer satisfaction and improve turnaround times, while leading and implementing Numotion best practices and driving universal operational processes within the territory. Utilizing reporting databases to optimize business outcomes is a critical component of this role. The Director will ensure that direct reports effectively support the needs of both internal and external customers, and will partner with cross-functional leaders to deliver on revenue goals.

Handling order resolution and addressing customer concerns with a sense of urgency is paramount. The Director will ensure all activities and operations are carried out in strict compliance with company and government processes and regulations. This individual will utilize Numotions Leadership Principles to perform the job with integrity, compliance, and values consistent with Numotions mission, and will adhere to employee and customer confidentiality requirements while complying with Numotions policies and federal regulations.

Additionally, the Director will be responsible for standardizing operational workflows across multiple locations and territories, identifying opportunities for process improvement, and implementing scalable solutions that enhance efficiency and service quality. The Director will leverage data analytics and operational metrics to monitor team performance, identify trends, and make informed decisions that drive continuous improvement. This individual will also play a key role in supporting healthcare accreditation processes and ensuring that all business operations meet the required compliance standards.

PHYSICAL WORK REQUIREMENTS:
The Director must be highly mobile and able to access all areas of the premises. The role requires the ability to concentrate and remain focused while handling multiple tasks, responsibilities, and projects. The position may require working more than 8 hours in a workday and more than 40 hours in a work week as necessary. The individual must be able to understand and carry out written and verbal instructions, and must be able to bend, twist, stoop, reach, and lift equipment weighing up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

COMPENSATION AND BENEFITS:
Numotion offers a competitive compensation package with an annual salary range of $75,000.00 to $100,000.00, commensurate with experience and qualifications. Benefits include medical, dental, and vision insurance, short-term and long-term disability coverage, a 401(k) retirement plan, and life insurance. Numotion is an equal opportunity employer and a drug-free workplace. Candidates are required to pass a drug test before beginning employment. Numotion does not tolerate discrimination against employees, customers, or partners regardless of ethnicity, disability, gender identity, sexual orientation, religion, age, citizenship, marital status, or veteran status.

Required Skills

• Previous leadership experience managing operations and/or customer service teams
• Strong ability to lead, mentor, coach, and develop staff across multiple locations
• Excellent cross-functional collaboration and stakeholder management skills
• Proficiency in order processing systems and data entry accuracy
• Working knowledge of service order processing workflows and best practices
• Basic understanding of financial reporting and revenue goal management
• Knowledge of funding and payer requirements in the healthcare or DME industry
• Knowledge of complex rehab equipment and assistive technology products
• Familiarity with healthcare accreditation processes and business compliance requirements
• Demonstrated ability to thrive in a matrixed organizational environment
• Proven ability to act as a change agent and lead acceptance of change in dynamic environments
• Ability to develop and execute multiple business priorities to meet organizational objectives
• Exceptional interpersonal and problem-solving skills for both internal and external customer interactions
• Superior written and verbal communication skills across all organizational levels
• Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, and Outlook
• Strong organizational skills with the ability to manage multiple tasks and projects simultaneously
• Ability to ensure compliance with company policies, federal regulations, and government processes
• Customer-centric mindset with a focus on continuous improvement of service delivery
• Ability to manage escalations with urgency and professionalism
• Data-driven decision-making using reporting databases and operational metrics

Required Experience

• Bachelors degree in a related field or equivalent combination of education and professional experience
• Minimum of 5 years of operational work experience and/or relevant training in a similar environment
• Minimum of 2 years of leadership development experience including mentoring, coaching, and managing team performance
• Previous experience managing operations or customer service teams in a multi-location environment
• 2 to 5 years of progressive experience in operations management, preferably within the healthcare or durable medical equipment (DME) industry
• Prior experience working in the durable medical equipment (DME) industry is strongly preferred
• Prior experience with healthcare accreditation processes and associated business requirements
• Demonstrated experience managing Orders in Process (OIP) meetings and delivery planning
• Experience working cross-functionally with procurement, logistics, and customer service teams
• Proven track record of driving customer satisfaction improvements and reducing order turnaround times
• Experience utilizing reporting databases and operational analytics to optimize business outcomes
• Demonstrated experience ensuring regulatory compliance with company and government standards
• Experience partnering with cross-functional leaders to achieve shared revenue and operational goals
• Proven history of handling customer escalations and order resolutions with urgency and effectiveness
• Experience implementing operational best practices and standardizing processes across multiple locations or territories