Operations Manager

Johnson Health Tech North America Inc • Minneapolis, MN

15d • $125,000 - $145,000 • Onsite

About The Position

The Operations Manager is a hands-on operational leader responsible for building and managing SyncLync’s U.S. business infrastructure and maintaining high standards for product quality and customer satisfaction. The position coordinates setup of CRM, SAP/ERP workflows, and an online provider ordering portal, while overseeing customer operations, inventory, logistics, compliance documentation, and audit readiness. The Manager supervises assigned Customer Care and Quality/Operations staff and collaborates with the President, JHT IT, Finance, Supply Chain, Quality, Sales, and external partners to improve service delivery and operational efficiency.

Requirements

• Bachelor’s degree in business, operations, supply chain, information systems, healthcare administration, or a related discipline preferred; equivalent experience considered.
• Business, quality, or project management training preferred.
• 5+ years of experience in operations, customer care, supply chain, or business systems implementation, including professional experience in the hearing care industry (required).
• Hands-on experience implementing or improving CRM, ERP (SAP preferred), and/or B2B online ordering workflows.
• Experience supervising teams, monitoring quality processes, and improving operational performance.
• Working knowledge of hearing aid products, hearing care provider workflows, and the hearing healthcare market required; familiarity with audiometric equipment preferred.
• Strong analytical, project management, quality assurance, and process documentation skills.
• Proficiency with Microsoft Office, CRM/ERP systems, and operational reporting.
• Strong written and verbal communications, including coordination with global and cross-functional teams.
• A valid driver’s license is required for travel
• Position will be subjected to pre-employment and annual motor vehicle record (MVR) checks. Must be able to successfully pass MVR checks to drive on behalf of the company.
• This position will be required to travel up to 15% of the time.

Nice To Haves

• Familiarity with audiometric equipment preferred.

Responsibilities

• Coordinate CRM setup, configuration, testing, onboarding, access controls, and reporting with Sales, Customer Care, and JHT IT.
• Work with JHT IT, Finance, and Supply Chain to implement SAP/ERP workflows for ordering, inventory, fulfillment, invoices, and returns, preserving the corporate system of record.
• Lead operational requirements and coordinate vendor/IT delivery, testing, and rollout of a hearing care provider online ordering portal, including account access, catalog, pricing, order status, and integration.
• Document customer onboarding, order-to-cash, and issue resolution processes; develop SOPs, data-quality checks, and user training.
• Oversee daily activities of Customer Care and assigned Quality/Operations personnel, ensuring adherence to SyncLync standards for excellence.
• Drive process improvements to enhance customer service, streamline workflows, and improve service delivery.
• Ensure timely and effective resolution of customer inquiries, order exceptions, and product quality issues.
• Develop and implement departmental procedures to support SyncLync growth and operational objectives.
• Coordinate inventory receipts, storage, cycle counts, order picking, packing, shipping, returns, and replacements with JHT and third-party logistics partners.
• Monitor inventory accuracy, traceability as applicable, reconciliations, and discrepancies; coordinate corrective actions with Supply Chain and Finance.
• Track fulfillment accuracy, shipping performance, backorders, and customer delivery issues; implement improvements.
• Support forecast inputs, stock availability, and launch-readiness planning with Sales and Supply Chain.
• Maintain operational quality processes for hearing aid products and services in coordination with JHT Quality and Regulatory teams.
• Support documented compliance with applicable medical-device, privacy, HIPAA (where applicable), data security, and operational requirements.
• Coordinate internal and external audits, records requests, inspections, SOP maintenance, training documentation, and corrective-action follow-up.
• Collaborate with Quality Technicians to identify, track, escalate, and resolve product complaints and quality issues.
• Act as the Voice of the Customer, advocating for reliable products, excellent service, and easy provider ordering.
• Oversee account onboarding, customer outreach, service follow-up, and customer satisfaction improvement.
• Work with Customer Care to resolve complex issues and implement feedback-driven improvements.
• Lead, mentor, and evaluate Customer Care Specialists and assigned Quality/Operations employees, creating a positive, collaborative work environment.
• Conduct performance evaluations and provide feedback and coaching.
• Monitor KPIs related to customer satisfaction, quality, order accuracy, inventory, fulfillment, and efficiency.
• Collaborate with Sales, Marketing, and Product Development to ensure launches are aligned with customer care, quality, and operational readiness.
• Provide customer and operational feedback on product features and enhancements to improve functionality and usability.
• Support product demonstrations and training for customer-facing teams and partners, with clinical expertise supplied by qualified staff as appropriate.
• Prepare monthly operational reports for the President, including KPIs, achievements, implementation progress, and areas for improvement.
• Support initiatives to enhance product quality, customer satisfaction, and departmental efficiency.
• Engage in other projects and responsibilities as assigned.
• Other projects as needed.

Benefits

• Medical, dental, and vision insurance
• Company-paid life insurance and AD&D coverage
• 401(k) retirement savings plan
• Paid time off (PTO)
• FSA and HSA options
• Employee product discounts, wellness resources, and employee assistance programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager