Job DescriptionPay Range: $90,000 to $105,000 annually, plus Annual Incentive Plan. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location.Supervises: Production/Assembly Technicians, Warehouse Technicians, Seating Technicians, Shipping/Receiving Technicians, Courier/Delivery Technicians
SUMMARY OF RESPONSIBILITY:
The Director of Operations Fulfillment assumes responsibility for effective and timely shipping/receiving, inventory, assembly, and delivery at the local level. Coordinates and manages the efforts of the branch personnel to ensure the provision of quality customer service while maintaining safe and efficient operations.
ESSENTIAL FUNCTIONS:
- Leads and directs order fulfillment team, assuring a prominent level of customer satisfaction and retention.
- Responsible for hiring, developing, coaching and performance management of staff.
- Oversees all warehouse activities including shipping/receiving, physical inventory, product returns, and availability of clean rental/demo equipment.
- Provides all required inventory reports within the assigned territory.
- Provides insights and action plans to improve operations being measured.
- Works cross functionally to coordinate equipment procurement and delivery, to ensure quality and timely provision of service.
- Partners with cross functional leaders for delivery planning of equipment orders to maintain order processing efficiency and deliver revenue goals.
- In conjunction with all other Numotion departments, addresses and resolves escalations in the timeframes outlined in procedures.
- Ensures quality to increase customer satisfaction and improve turnaround times.
- Assures distribution routes are effectively scheduled and managed.
- Leads and implements Numotion best practices and drives universal operational processes within the territory.
- Utilizes reporting database to optimize business outcomes.
- Assures direct reports effectively supports the needs of internal and external customers
- Ensures all activities and operations are carried out in strict compliance with company and government processes/regulations.
- Performs other related duties as assigned.
REQUIRED QUALIFICATIONS AND COMPETENCIES:- A Bachelor's degree in a related field or an equivalent combination of education and related experience may be considered.
- Minimum of five years of operational work experience.
- Minimum of two years of supervisory experience, including leading, mentoring and/or coaching.
- Must possess a valid State Driver's License, and acceptable driving record.
- Must be willing and able to travel frequently across geographical zone locations.
PREFERRED QUALIFICATIONS AND COMPETENCIES - Knowledge of complex rehab equipment and products
- Demonstrated technical or mechanical knowledge
- Basic understanding of financial reporting
- Experience in or exposure to healthcare management
- Demonstrated ability to thrive in a matrixed environment, working with cross functional team members to achieve shared goals.
- Proven prior ability to act as a change agent and leading the acceptance of change within a rapidly changing environment.
- Knowledge of MS Word, Excel, PowerPoint, and Outlook
- Ability to effectively utilize technology and learn and adapt to innovative technology environments
- Prior experience with physical inventory and remote inventory management
LEADERSHIP PRINCIPLES:- Results oriented - focuses on setting and achieving challenging goals.
- Forward thinking - connects trends and underlying factors to actions.
- Urgency - resolves issues quickly.
- Compassionate - shows understanding and concern for others.
- Simplifies - breaks down problems into easily addressable parts.
At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance.
Required Skills- Strong leadership and team management skills with the ability to supervise diverse operational teams including warehouse, assembly, seating, shipping, and delivery technicians
- Excellent cross-functional collaboration and communication skills to partner with clinical, sales, and administrative departments
- Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, and Outlook
- Ability to effectively utilize reporting databases and data analytics tools to drive business outcomes
- Strong organizational and time management skills with the ability to manage multiple priorities simultaneously
- Knowledge of inventory management principles including physical inventory, remote inventory management, and product returns processing
- Understanding of distribution route scheduling and logistics management
- Ability to develop and implement operational best practices and process improvement initiatives
- Strong problem-solving skills with the ability to simplify complex operational challenges
- Knowledge of complex rehabilitation equipment and durable medical products
- Demonstrated technical or mechanical knowledge relevant to CRT equipment assembly and maintenance
- Basic understanding of financial reporting and revenue goal management
- Experience in or exposure to healthcare management and regulatory compliance
- Proven ability to act as a change agent and lead organizational acceptance of change in a rapidly evolving environment
- Ability to thrive in a matrixed organizational environment and work collaboratively with cross-functional team members to achieve shared goals
- Ability to effectively learn and adapt to innovative technology environments and new operational systems
- Strong customer service orientation with a focus on satisfaction, retention, and quality improvement
- Valid State Drivers License with an acceptable driving record
- Willingness and ability to travel frequently across geographical zone locations
- Compassionate leadership style with a genuine commitment to improving the lives of individuals with disabilities
Required Experience- Minimum of five years of operational work experience in a logistics, fulfillment, warehouse, or related operational environment
- Minimum of two years of supervisory or management experience, including demonstrated ability in leading, mentoring, and coaching direct reports
- Proven experience overseeing warehouse operations including shipping, receiving, inventory management, and product returns
- Experience developing and executing delivery planning strategies to maintain order processing efficiency and achieve revenue targets
- Demonstrated experience in hiring, performance management, and talent development within an operational team
- Experience working in a cross-functional organizational structure, collaborating with multiple departments to achieve shared operational goals
- Track record of implementing operational best practices and driving process standardization across multiple locations or territories
- Experience utilizing reporting databases and data-driven tools to monitor performance metrics and optimize business outcomes
- Prior experience managing distribution routes and coordinating logistics for timely equipment or product delivery
- Experience addressing and resolving customer escalations in a timely and professional manner in accordance with established procedures
- Prior experience with physical inventory management and remote inventory oversight across multiple locations
- Experience ensuring regulatory and compliance adherence within operational activities, including government and company policy requirements
- Bachelor's degree in a related field such as Business Administration, Operations Management, Supply Chain, or Healthcare Administration; an equivalent combination of education and directly related experience may be considered
- Preferred: Knowledge of complex rehabilitation technology (CRT) equipment and medically necessary mobility products
- Preferred: Experience in healthcare management or a healthcare-adjacent operational environment
- Preferred: Demonstrated history of leading organizational change initiatives and driving adoption of new processes or technologies in a fast-paced environment
