Director of Operations Orbit Healthcare | Charlottesville, VA | Full-Time About Orbit Healthcare Orbit Healthcare is a growing medical warehousing, fulfillment, and transportation provider based in Charlottesville, VA. We deliver scalable solutions across warehousing, order fulfillment, courier delivery, shipping, and reverse logistics. Our operations are powered by advanced technology, strict compliance standards, and a commitment to exceptional customer service. Our teams play a direct role in supporting healthcare operations through accurate inventory management, reliable delivery, and responsive service in fast-paced environments where accountability and consistency matter. About the Role The Director of Operations runs the day. As the senior operator at Orbit Healthcare, you will lead customer service, courier and transportation operations, and warehouse operations. The Transportation Manager and Warehouse General Manager will report directly to you, and you will report to the Vice President of Orbit Healthcare. You will have real authority to make day-to-day operating decisions within your scope and delegated authority, build processes that scale, and develop the leaders around you. This role suits a hands-on leader who likes a wide scope, holds people accountable with fairness, and takes pride in an operation that runs well.

Compensation & Benefits Salary:

$110,000 to $120,000 annually

Overtime Eligibility:

Exempt /

Salaried Schedule:

Monday through Friday, supporting an operation that runs beyond standard hours, with participation in a rotating weekend on-call schedule. Benefits include medical, dental, vision, disability, life insurance, and 401(k) participation, subject to plan terms and Orbit company handbook guidelines. Paid Time Off (PTO) provided per Orbit company handbook guidelines. What You Will DoLead Through Managers Lead, coach, and develop the Transportation Manager and Warehouse General Manager, setting clear expectations and holding teams accountable for results. Partner with Human Resources and the Vice President on hiring, succession planning, organizational capability, and organizational structure. Own the Customer Experience Lead the customer service function across phone, email, chat, and ticketing, with accountability for response times, resolution rates, and customer satisfaction. Step in on significant customer escalations and ensure complaints lead to root-cause fixes. Ensure reliable coverage for nights, weekends, holidays, and unexpected spikes in volume. Keep Deliveries and the Warehouse Performing Oversee courier and transportation operations through the Transportation Manager, including delivery coverage, route performance, and administration of the independent contractor network. Hold warehouse leadership accountable for fulfillment accuracy, inventory control, safety and OSHA compliance, and site budget performance. Build, maintain, and test the business continuity plan. Run Billing and Payment Processes Direct the execution of independent contractor settlements, client invoicing, the billing cycle, and accounts payable in coordination with Finance. Build the Operating Foundation Establish SOPs, dashboards, KPIs, and management routines that provide clear visibility into performance. Serve as business owner of core operational systems, including ticketing, telephony, order and delivery management, and contractor platforms. Identify opportunities to automate, streamline, and improve efficiency across the operation. Establish clear ownership, handoffs, controls, and escalation paths across operational teams. What You BringRequired 5+ years of operations or customer service leadership experience, including 2+ years managing managers or supervisors. Experience leading a customer service function with SLA and KPI accountability. Experience in dispatch, logistics, field service, or another time-critical delivery operation. Warehouse or distribution experience, including fulfillment accuracy, inventory control, and inbound and outbound logistics. Working knowledge of OSHA requirements and workplace safety leadership. Experience managing site-level budgets, labor planning, and cost control. Working knowledge of billing, invoicing, and contractor settlement processes. Experience establishing processes, SOPs, and operating controls and driving sustained adoption across teams. Strong data skills, with the ability to turn KPIs and trends into staffing, resource, and process decisions. Experience overseeing operational systems and holding teams accountable for effective use, data quality, and performance. Ability to travel regularly between Charlottesville-area facilities and customer sites, with periodic regional and out-of-state travel, including Maryland, Pennsylvania, and New Jersey, that may occasionally require overnight travel. Preferred Background in courier, healthcare delivery, specialty pharmacy, or last-mile operations. Experience administering an independent contractor delivery network. Experience with Zendesk, RingCentral, CXT, OpenForce, AccuSource HR, Paychex, or comparable platforms. Familiarity with Lean, Six Sigma, or similar continuous improvement methods. Experience leading process standardization, operational change, or system implementation across multiple teams or locations. Success in This Role Looks Like Deliveries arrive on time and service commitments are met across accounts. Customer issues are resolved quickly and their root causes are addressed. The warehouse is accurate, safe, audit-ready, and on budget. Invoices and contractor settlements are accurate and on schedule. Problems are surfaced early and escalated with a clear recommendation. Managers are growing, teams are stable, and the operation does not depend on any one person.

Pay:

$110,000.00 - $120,000.00 per year

Benefits:

401(k) matching Health insurance Health savings account Paid time off Vision insurance

Work Location:

In person