Job Description
About Dornier
Dornier MedTech America (DMTA) is a medical device company dedicated to advancing urology care. As part of the global Dornier MedTech family, we design and manufacture innovative technologies - including laser systems, lithotripters, and endourology devices - trusted by doctors, hospitals, and surgery centers nationwide. Our team is distributed across the U.S., bringing together sales, service, R&D, and operations professionals who share a commitment to improving patient outcomes through better technology.
Role Overview
The Sales Operations Manager owns the heartbeat of our commercial operation: the order entry team. In this fast-paced environment, the standard is simple and non-negotiable: every order that can ship today, ships today. This hands-on leader is on the floor, in the queue, and in front of customers, setting the pace and energy for the team while improving how we work so the operation scales as the company grows.
Key Responsibilities
- Own the order queue. Monitor and manage the daily order queue to ensure same-day processing and shipment of all orders. Anticipate bottlenecks, redeploy resources in real time, and personally clear obstacles when the day demands it.
- Lead and develop the team. Manage, coach, and grow the order entry team by setting clear expectations, giving direct feedback, building individual development plans, and creating bench strength as volume grows.
- Drive continuous improvement. Identify and eliminate friction in order entry and fulfillment workflows. Measure cycle times and error rates, standardize best practices, and lead initiatives that let the team handle more volume without more strain.
- Be the face of shipment support. Respond to customer inquiries on orders and shipments with urgency and professionalism, and build processes so common questions are answered before they become calls.
- Report on performance. Track and communicate key operational metrics to leadership, including same-day ship rate, queue aging, order accuracy, and inquiry resolution time, and use them to run the team.
- Partner across functions. Work closely with sales, customer service, warehouse/logistics, and finance to keep the order-to-cash process fast, accurate, and clean.
Qualifications / What You'll Bring
Required
- Proven experience leading a team in a fast-paced operational environment (order entry, order management, customer operations, fulfillment, or similar).
- A strong, energetic leadership style: you set the pace, hold the standard, and bring the team with you.
- Track record of developing people through coaching, feedback, and building high-performing teams.
- Demonstrated success with continuous improvement: you find a better way and make it stick.
- Excellent customer communication skills and composure under pressure.
- Strong organizational skills and comfort managing competing priorities against hard daily deadlines.
Preferred
- Familiarity with Salesforce or a comparable CRM.
- Experience in medical device, healthcare, or another regulated distribution environment.
- Exposure to ERP order management systems and order-to-cash processes.
Benefits
Dornier MedTech America offers a comprehensive benefits package, including:
- Medical, dental, and vision insurance (effective day one of employment)
- 401(k) retirement plan after 30 days
- FSA options
- Paid time off and company holidays
- Wellness programs
- Professional development and education support
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