Director of Operations Order Processing

Numotion•Tucson, AZ

About The Position

The Director of Operations Order Processing is a senior management role overseeing the daily activities of Customer Care Coordinators across multiple locations. The position is accountable for timely and accurate order processing within assigned branches and locations, meeting internal support needs, and delivering customer service aligned with Numotion’s mission and values. The role combines strategic leadership with hands-on operational oversight, team development, and cross-functional collaboration. The Director leads the order processing team and is responsible for hiring, developing, coaching, and managing staff performance. The position coordinates equipment procurement and delivery, manages Orders in Process meetings and delivery planning, balances order workloads, and resolves escalations in accordance with company procedures. It also oversees customer assistance, order-system data accuracy, appointment scheduling, customer satisfaction, turnaround times, and the use of reporting databases and operational metrics to improve business outcomes and support revenue goals. The role standardizes workflows across locations and territories, identifies process improvements, and implements scalable solutions. It supports healthcare accreditation processes and ensures operations comply with company policies, government processes, and federal regulations. The Director must uphold confidentiality and Numotion’s Leadership Principles, mission, and values. The position is based in Tucson, Arizona. It may require working more than eight hours in a day or 40 hours in a week as necessary. Candidates must pass a drug test before starting employment.

Requirements

Previous leadership experience managing operations and/or customer service teams.
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 accurate data entry.
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 durable medical equipment industry.
Knowledge of complex rehabilitation equipment and assistive technology products.
Familiarity with healthcare accreditation processes and business compliance requirements.
Ability to work effectively in a matrixed organization.
Ability to lead change and build 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 internal and external customer interactions.
Superior written and verbal communication skills across organizational levels.
Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
Strong organizational skills and ability to manage multiple tasks and projects simultaneously.
Ability to ensure compliance with company policies, federal regulations, and government processes.
Customer-centric mindset focused on continuous improvement of service delivery.
Ability to manage escalations with urgency and professionalism.
Ability to make data-driven decisions using reporting databases and operational metrics.
Ability to access all areas of the premises and to bend, twist, stoop, reach, and lift equipment weighing up to 10 pounds.
Ability to understand and carry out written and verbal instructions and remain focused while handling multiple tasks, responsibilities, and projects.
Ability to work more than eight hours in a workday or more than 40 hours in a workweek when necessary.
Must pass a drug test before beginning employment.

Responsibilities

Lead and direct the order processing team to support customer satisfaction and retention across assigned locations.
Hire, develop, coach, and manage staff performance.
Coordinate equipment procurement and delivery with cross-functional teams to provide quality, timely service to customers with complex mobility needs.
Manage Orders in Process meetings and delivery planning for equipment orders, and balance OIP workloads to maintain efficiency.
Address and resolve escalations with other departments within company procedure timeframes.
Ensure customers receive timely assistance, including handling phone calls, maintaining accurate order-processing-system data, and scheduling appointments.
Collaborate with staff to improve customer satisfaction and turnaround times.
Lead and implement best practices and consistent operational processes across the territory.
Use reporting databases and operational metrics to monitor performance, identify trends, and guide business decisions and continuous improvement.
Ensure direct reports support internal and external customers and partner with cross-functional leaders to achieve revenue goals.
Resolve orders and customer concerns with urgency.
Ensure activities and operations comply with company and government processes, regulations, policies, and federal requirements.
Protect employee and customer confidentiality and perform the role consistently with Numotion’s Leadership Principles, mission, and values.
Standardize workflows across multiple locations and territories, identify improvement opportunities, and implement scalable solutions.
Support healthcare accreditation processes and ensure business operations meet required compliance standards.