About the Job
We're looking for a manager to own the performance of our Document Processing team and lead the Processing Supervisors who run it day to day. This is a leader-of-leaders role: you'll set operating standards and KPIs, develop your Supervisors into stronger people managers, and drive the efficiency, quality, and retention gains that let the function scale with the business. If you think in systems, lead through others, and measure what matters, this role is for you.
Responsibilities
Leadership & Team Development
- Lead and develop a team of Processing Supervisors, setting clear expectations and cascading department goals to their frontline teams
- Coach Supervisors through regular one-on-ones, performance reviews, and development plans that build their leadership capability
- Own staffing strategy, capacity planning, and workload balancing across shifts and queues, holding Supervisors accountable for day-to-day execution
- Drive engagement and retention through succession planning, career pathing, and recognition - reducing turnover in a high-volume processing environment
- Set the culture for the department - collaborative, accountable, and customer-focused. Partner with HR on employee relations and performance management escalations
Operational Strategy & Efficiency
- Set and continually monitor service level targets and operating standards for the department, and hold Supervisors accountable to them
- Own the efficiency roadmap for the function - redesign workflows, eliminate rework, and evaluate automation and tooling opportunities to increase throughput per employee without sacrificing accuracy
Performance, Metrics & Reporting
- Define the KPI framework for the department - throughput, accuracy, turnaround time, cost per document - and the reporting cadence behind it
- Analyze trends across queues, response times, and productivity to forecast volume and reallocate capacity ahead of demand
Process & Compliance
- Own the department's SOP library and control environment, ensuring adherence to company policy and client compliance standards
- Keep documentation and process controls audit-ready for internal and client reviews
- Sponsor implementation of new tools, systems, and procedures - from business case through Supervisor and team adoption
- Partner cross-functionally with Product, Support, and Client Success to fix upstream causes of processing volume and exceptions
- Additional responsibilities as assigned
Qualifications
What You Bring
- Proven ability to lead through others - experience managing supervisors or team leads, not only individual contributors
- Analytical and data-driven - comfortable building KPI frameworks, reading operational data, and making staffing and process decisions from it
- A track record of measurably improving efficiency, quality, or retention in a high-volume operation
- Change management skills - able to roll out new tools and processes and win adoption at both the Supervisor and frontline level
- Insurance, compliance, or credentialing domain knowledge is a plus
- Strong written and verbal communication, including presenting performance and recommendations to senior leadership
Requirements
- Bachelor's degree or equivalent professional experience
- 5+ years in document processing, operations, or a shared-services environment, including 2+ years managing people leaders
NetVendor Benefits Package
- Medical, dental, and vision insurance
- HSA, FSA, and DCFSA
- Long- and short-term disability insurance
- Company-paid standard life insurance
- Generous paid time off policy
- Paid holidays: 7 per year + 1 floating holiday
- Maternity Leave
- 401(k) with company match
- Employee Assistance Program
