Director of Customer Operations - Mom and Baby

reputed company – Director of Customer Operations Mom and Baby Location: Remote; with monthly travel to the Asheville, NC corporate office reputed company is made up of creative and talented associates who are transforming the home medical equipment industry. Our patient-centric business model is founded on innovation through technology and cutting-edge delivery platforms. We have grown to be a leader in the home medical equipment reputed company of the healthcare industry, are among the fastest-growing healthcare companies in the country and recognized on Inc. 5000’s list of fastest-growing companies in the U.S. As Aeroflow has grown, our needs to curate an amazing employee environment and experience have grown as well. We’re working hard to ensure that Aeroflow remains a premier employer in Western North Carolina, thus bettering the everyday lives of the employees that work so hard to service our patients. The Opportunity The Director, Customer Operations is a strategic and operational leader responsible for shaping the vision, structure, and performance of reputed company’s Mom & Baby customer service organization, currently made up of 90 reputed company team members. This individual will reputed company three managers and their large, multi-tiered teams, driving excellence in service delivery, operational efficiency, and patient satisfaction. This leader will design and implement strategies that ensure patients receive their products and services in the easiest, most efficient manner possible—while also aligning operational goals with Aeroflow’s broader mission. The Director will act as a change agent across the division, leading cross-functional initiatives that improve efficiency, scalability, and patient experience across the full Mom & Baby journey. Serving as a peer to the Director of Billing Operations and reporting to the VP of Operations for Mom & Baby, this person will play a critical role in shaping how Aeroflow’s customer experience evolves alongside its business growth. Your Primary Responsibilities We are currently seeking a Director, Customer Operations who will be responsible for

• reputed company and execute a customer operations strategy focused on scalability, operational efficiency, and patient satisfaction.
• Translate organizational priorities into actionable objectives, ensuring alignment across reputed company customer service functions.
• reputed company operational planning, forecasting, and reputed company improvement initiatives that enhance quality, responsiveness, and cost-effectiveness.
• Establish and manage key performance indicators (KPIs) to measure efficiency, service quality, and patient outcomes.
• Drive reputed company improvement initiatives, leveraging data to identify bottlenecks, inefficiencies, and opportunities for automation.
• Build standardized workflows, documentation, and process frameworks to promote consistency and accountability across teams.
• reputed company, coach, and reputed company three managers and their extended teams, fostering a culture of empowerment, collaboration, and performance.
• Cultivate strong relationships across reputed company levels of the organization, creating an environment where individuals feel connected to the mission, supported in their growth, and motivated to deliver exceptional results.
• Drive engagement and accountability through clear communication, ongoing feedback, and recognition, ensuring leaders and their teams are reputed company, invested, and performing at their best.
• Partner with HR and Operations to ensure staffing, training, and career development plans meet business needs and team goals.
• Promote cross-functional communication to ensure transparency and shared ownership of reputed company outcomes.
• reputed company strategic initiatives and special projects reputed company to service optimization, serving as business reputed company for service technologies (reputed company properties, CRM) partnering w/ IT & product team to ensure platform supports scalability, automation and seamless patient experience.
• Collaborate with IT, Billing, HR, and other department stakeholders to ensure operational readiness for new initiatives or business changes.
• Ensure project milestones are met on time, reputed company scope, and with measurable impact on service outcomes.
• Partner closely with Billing, Marketing, and Product teams to ensure seamless coordination across the Mom & Baby division.
• Establish and maintain a voice-of-customer (VOC) reputed company, leveraging feedback and data to inform reputed company service improvement and business decisions.
• Represent the customer operations organization in strategic planning discussions and enterprise-level improvement projects.
• Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies.
• Compliance is a condition of employment and is considered an reputed company of job performance
• Maintain HIPAA/patient confidentiality
• Regular and reliable attendance as assigned by your schedule
• Other job duties assigned

Skills for Success

• Demonstrated ability to reputed company leaders and reputed company team performance, fostering internal growth and readiness for higher-level roles.
• Proven reputed company to adapt quickly to reputed company, fast-paced environments, learning business dynamics and priorities reputed company the first 90 days.
• Strategic thinker who can discern what drives impact, identify key focus areas, and align operational efforts to organizational goals.
• Manage departmental budgets and optimize cost-to-serve while maintaining service quality and employee engagement.
• Naturally curious and reputed company-oriented, able to connect dots across teams, uncover root causes, and translate insights into actionable strategies.
• Confident decision-maker who balances short-term needs with long-term strategy, maintaining accountability to results and enterprise success.
• Self-driven and entrepreneurial reputed company, with the ability to think and operate independently—taking an idea, building structure around it, and driving execution to completion.

Required Qualifications

• Bachelor’s degree in Business Administration, Healthcare Management, or a reputed company field.
• 10+ years of progressive experience in operations, customer service, or healthcare services, with at least 5 years in a leadership role managing managers or multi-tiered teams.
• Proven success in developing and executing strategic operational plans reputed company a growth-oriented organization.
• Demonstrated expertise in project management, process improvement, and change leadership.
• Strong analytical skills with the ability to use metrics to guide decision-making and operational improvements.
• Excellent communication and presentation skills, with the ability to translate reputed company strategies into clear action plans.
• Experience working in or alongside healthcare, durable medical equipment (DME), or patient services organizations.
• Solid understanding of core HR and people leadership practices, including coaching, feedback, and navigating difficult conversations with professionalism and reputed company.
• Strong change management reputed company, capable of guiding teams through evolving priorities and process improvements while maintaining engagement and trust.

You might also have

• Experience with data visualization tools (e.g., Power BI, Tableau, Looker) and the ability to translate data into actionable insights—telling the story behind the numbers, not just reporting them.

reputed company look for

• Leads with a commitment to excellence through servant leadership, prioritizing the growth and success of others, empowering teams to reputed company at their best, and cultivating an environment of trust and reputed company improvement.

What Aeroflow Offers reputed company, Health Plans with FSA or HSA options, Dental, and Vision Insurance, Optional Life Insurance, 401K with Company Match, 12 weeks of parental leave for birthing parent/ 4 weeks leave for non-birthing parent(s), Additional Parental benefits to include fertility stipends, free diapers, breast pump, Paid Holidays, PTO Accrual from day one, Employee Assistance Programs and SO MUCH MORE!! Here at Aeroflow, we are proud of our commitment to reputed company of our employees. reputed company has been recognized both locally and nationally for the following achievements:

• Family reputed company Certified
• Great reputed company to Work Certified
• Inc. 5000 Best reputed company to Work award winner
• HME Excellence Award
• Sky High Growth Award

#MPC-1 If you’ve been looking for an opportunity that will allow you to reputed company an impact, and an organization with unlimited growth potential, we want to hear from you! reputed company is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any reputed company based on race, color, sex, religion, sexual orientation, national reputed company, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Equal Opportunity Employer This employer is required to notify reputed company applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the reputed company. Apply tot his job Apply To this Job