Operations Manager

Description

WHO WE ARE

Johnson Health Tech is one of the world's largest and fastest-growing fitness equipment manufacturers, delivering innovative solutions that help people live healthier lives. Through our award-winning portfolio of commercial and residential brands, we serve customers in more than 60 countries worldwide.

MISSION STATEMENT

To delight and excite our customers through truly innovative products, unsurpassed quality, and best-in-class customer experience provided by a world-class organization.

POSITION OVERVIEW

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.

RESPONSIBILITIES

Business Systems Implementation and Integration

• 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.

Operational Leadership

• 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.

Inventory and Logistics

• 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.

Quality Control, Compliance, and Audits

• 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.

Customer Engagement and Service Excellence

• 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.

Team Management and Development

• 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.

Product and Service Development Support

• 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.

Strategic Planning and Reporting

• 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.

Marginal Job Functions

• Engage in other projects and responsibilities as assigned.
• Other projects as needed.

Requirements

Education:

• 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.

Experience:

• 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.

Travel Requirements:

• 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.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

Physical Requirements

While performing the duties of this job, the employee is regularly required to sit for extended periods, use hands and fingers to operate a computer keyboard, mouse, phone, and other standard office equipment. Will be required to communicate both verbally and in writing, view a computer monitor, and perform tasks requiring close vision with the ability to adjust focus. The employee is occasionally required to stand, walk, reach, bend, stoop, kneel, or crouch to access files, supplies, or other office equipment. The employee must occasionally lift, carry, push, or pull materials weighing up to 20 pounds. Repetitive hand, wrist, and finger motion is required for keyboarding and other clerical tasks.

Work Environment

This position will require working on-site. The employee must be able to maintain concentration in a variety of work environments and sustain attention to detail while managing multiple priorities. The position requires the ability to reason, analyze information, and make sound decisions promptly. The employee must also be capable of working both independently and collaboratively, interacting professionally with colleagues, leadership, and external partners.

dependent care arrangements during scheduled work hours. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

BENEFITS & PERKS

• 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

Equal Opportunity Employer, including Protected Veterans and Individuals with Disabilities.