Business Operations Manager

Location: Sandy Springs, GA Employment Type: Full-Time, Onsite Company Overview: Pivotal Med Supply, LLC is an innovative leader in the Durable Medical Equipment (DME) industry, dedicated to improving patient care and operational efficiency through advanced technology and customer-focused solutions. We’re looking for an experienced and strategic Business Operations Manager to oversee and optimize enterprise Operations, spanning multiple departments. This role will leverage Microsoft Dynamics CRM to streamline operations, enhance data integrity, and support team effectiveness. Position Summary: The Business Operations Manager will manage and improve the processes and systems supporting Customer Service and Sales Operations. They will play a crucial role in driving efficiency, ensuring regulatory compliance, and enhancing service quality through data-driven decision-making and process optimization. The ideal candidate has experience in healthcare or regulated industries, a strong operational background, and an aptitude for managing complex systems and cross-functional processes. Key Responsibilities: 1. Operations Management & Efficiency Oversee daily Customer Service and Sales Operations, ensuring timely, accurate responses and high levels of customer satisfaction. Develop and enforce SOPs to standardize workflows, improve service quality, and maintain consistency across customer interactions. Direct the use of Microsoft Dynamics CRM to manage sales and customer service data, track performance, and support continuous improvement initiatives. 2. CRM Administration & Data Management Act as the primary administrator for Microsoft Dynamics CRM, managing data integrity, user access, and system enhancements to maximize functionality. Design and maintain dashboards and reports in CRM that provide insights into Customer Service, Sales, and Shipping performance. Collaborate with IT to troubleshoot system issues and support CRM integration with other software, including Business Central. 3. Process Improvement & Project Management Identify and lead cross-functional process improvements, working closely with Sales, Customer Service, Logistics, and IT to align operations with business objectives. Apply project management best practices to ensure initiatives are executed on time and deliver measurable results. Document new workflows and enhancements, managing a repository of SOPs and training materials for ease of access and standardization. 4. Customer Service Support Support Customer Service initiatives to enhance customer satisfaction, addressing escalations and resolving issues with a focus on compassionate, efficient support. Provide ongoing guidance to Customer Service function on CRM usage and customer interaction best practices. 5. Sales Operations Support Support Sales Operations by optimizing CRM processes for sales reporting, ensuring alignment with revenue targets. Track and analyze sales performance data, using insights to develop recommendations for improvement. 6. Regulatory Compliance & Quality Assurance Ensure all operations comply with healthcare industry regulations, including Medicare, Medicaid, and HIPAA, and maintain thorough documentation to support audits. Regularly review and update compliance protocols to meet current standards and maintain a high level of service quality. 7. Team Development & Leadership Train, mentor, and support the Customer Service and Sales teams, fostering a collaborative environment focused on continuous improvement. Set clear performance goals and provide regular feedback, identifying training opportunities to promote a high-performing, engaged team. 8. Data Analysis & Reporting Collect, analyze, and report on operational data, using insights to drive improvements in service quality, efficiency, and customer satisfaction. Prepare and present monthly performance reports for senior management, highlighting key metrics and providing actionable insights for business growth. Qualifications: Education: Bachelor’s degree in Business, Operations, Healthcare Administration, or a related field. An MBA or advanced degree is preferred. Experience: 5 years of experience in business operations or similar roles, preferably in healthcare, DME, or a regulated industry. Technical Proficiency: Advanced knowledge of CRMs, with proven experience in CRM data management and process optimization. Familiarity with ERP systems such as Microsoft Business Central and visualization tools like Power BI is a plus. Skills: Strong analytical and organizational skills, with an exceptional ability to manage priorities in a fast-paced environment. Interpersonal Abilities: Excellent communication skills with a collaborative mindset, capable of influencing team members and cross-functional departments effectively. Preferred Qualifications: Certifications: CRM administration, project management (PMP, Lean Six Sigma), or related certifications are advantageous. Healthcare Operations Expertise: Understanding of healthcare sales cycles, DME industry best practices, and regulatory compliance. Why Join Pivotal Med Supply? Opportunity to make an impact in a high-growth healthcare tech company. Collaborative work environment with opportunities for professional development. Competitive salary and performance-based incentives Comprehensive health, dental, and vision insurance Retirement savings plan with employer contributions Paid time off and holidays Professional development and growth opportunities